The relationship between values, organizational practices and customers trust in the services sector A relação entre valores, práticas organizacionais e confiança de clientes no setor de serviços
Tipo
Artigo
Data de publicação
2013
Periódico
Producao
Citações (Scopus)
4
Autores
Guardani F.
Teixeira M.L.M.
de Souza Bido D.
Mazzon J.A.
Teixeira M.L.M.
de Souza Bido D.
Mazzon J.A.
Orientador
Título da Revista
ISSN da Revista
Título de Volume
Membros da banca
Programa
Resumo
Personal values influence individual behavior and organizational values influence the organizational practices development. However, there is no study linking these constructs with client's trust. This study analyzed, according to the perspective of customers, the relationship between perceived organizational values, perceived practices, and trust in organizations. After a qualitative research, an organizational practices scale was elaborated. An organizational values scale and a trust scale were adapted. The model test of the relationship between the constructs was based on a survey using a costumer's sample. The data were processed by software LISREL 8.7. The results showed that the organizational values perceived are positively.