Autores: Elza Fátima Rosa Veloso, Rodrigo Cunha da Silva, Christopher Parker, André Luiz Fischer, Joel Souza Dutra
Resumo: This is a quantitative study designed with 374 corporate participants. Organizational climate was measured through 112,925 employees interviewed on their perception of the corporate participants, contemplating several organizational environment features, including customer service. In order to examine the conditions forming the organizational environment feature of customer service climate, the survey sought three factors linked to business management, namely: leadership, commitment, and organizational support. The relationship between the perception of leadership and service climate, commitment and organizational support is highlighted in the results.
Palavras-Chave: human resources management, organizational climate, service climate.
Ano: 2015
Periódico: Latin American Business Review
Link p/ o Artigo: https://www.tandfonline.com/doi/abs/10.1080/10978526.2015.987041
