Gate-Keeping Decisions in Service Organizations

When Validity Fails

Bibliographic Data

ID2498353
AuthorsSaad Z Nagi (The Ohio State University, corresponding author), Saad Nagi
Year1974
Volume33
Issue1
Pages47-58
Publication date1974-03-01
Peer ReviewedYes
Open AccessNo
TypeARTICLE
VenueHuman Organization (JOURNAL)
Journal identifiersISSN: 0018-7259 • E-ISSN: 1938-3517
PublisherInforma UK Limited (PUBLISHER • GB)
DOI10.17730/humo.33.1.q672v66082107381
OpenAlexW2076446276
LanguageEN
Citations received3
References cited15

This paper presents a framework for the analysis of gate-keeping decisions in service organizations and the role of professionals in these decisions. These are decisions to accept or reject applicants for services and benefits. Two general types of decision processes are distinguished: (1) when criteria are explicit and are based upon hard evidence, and (2) when criteria allow for the exercise of judgment and their application thus results in a category of doubtful cases. Primary concern in this paper is with the norms that guide the second type of gate-keeping decisions. The acceptance or rejection of doubtful applicants is viewed as a means by which organizations adapt to their environments and maintain internal integration. Several variables are identified in an attempt to explain this process. Some implications of the patterns of gate-keeping decisions to the clients' relations to organizations and professions are also explored

Business · Process (computing) · Service (business) · Computer Science · Customer Service Quality and Loyalty · Marketing · Psychology

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