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Relação entre perceção de responsabilidade social e clima de serviço : uma abordagem sócio-integrativa
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Orientador(es)
Resumo(s)
A Responsabilidade Social (RS) serve todos? De que modo podem os clientes de uma
organização – os primeiros destinatários da missão das organizações – beneficiar das suas
práticas de Responsabilidade Social? Foram estas as questões que motivaram o presente estudo,
que se baseia na abordagem socio-integrativa da relação entre a Responsabilidade Social e a
Gestão de Recursos Humanos, e que identifica a procura do Bem Comum como a principal
finalidade das organizações. Teve-se, assim, como objetivo estudar a relação entre
Responsabilidade Social e a qualidade do serviço que as organizações prestam aos seus clientes.
Foram aplicados o Questionário sobre Perceção de Responsabilidade Social e a Escala de Clima
de Serviço Global a 126 colaboradores de uma organização de consultoria de tecnologia e
sistemas de informação com práticas de Responsabilidade Social. Os resultados obtidos
revelaram a existência de uma relação direta entre as perceções de Responsabilidade Social (RS
global, RS para com a sociedade, meio ambiente, gerações futuras e ONGs, e RS para com os
colaboradores) dos colaboradores e as suas perceções da qualidade do serviço prestado pela
organização – Clima de Serviço. Estas relações tendem a confirmar a possibilidade e as
vantagens de uma abordagem socio-integrativa da Responsabilidade Social e da Gestão de
Recursos Humanos nas organizações. No final, são, ainda, referidas as limitações e contributos
do presente estudo, e sugestões para futuras investigações.
Does Social Responsibility (SR) serve all? In what way can the customers of an organization – those who are the main target of an organization’s purpose – benefit from its Social Responsibility practices? These were the questions that motivated the present study, that sets on a social integrative approach of the relation between Social Responsibility and Human Resource Management, which points the search for the Common Good as an organization’s main purpose. Thus, the aim of this study was to understand the relation between Social Responsibility and the organizations’ service quality. 126 employees of a technology and information systems consulting organization with Social Responsibility practices answered to the Corporate Social Responsibility Scale and the Global Service Climate Scale. The results show the existence of a direct relation between the employees’ Social Responsibility perceptions (global SR, SR towards society, the environment, the future generations and NGOs, and SR towards the company’s employees) and the employees’ perceptions of the organization’s service quality – Service Climate. These relations tend to confirm the possibility and the advantages of a social integrative approach to Social Responsibility and Human Resource Management in organizations. The limitations and contributions of the present study and suggestions for future research are discussed in the end.
Does Social Responsibility (SR) serve all? In what way can the customers of an organization – those who are the main target of an organization’s purpose – benefit from its Social Responsibility practices? These were the questions that motivated the present study, that sets on a social integrative approach of the relation between Social Responsibility and Human Resource Management, which points the search for the Common Good as an organization’s main purpose. Thus, the aim of this study was to understand the relation between Social Responsibility and the organizations’ service quality. 126 employees of a technology and information systems consulting organization with Social Responsibility practices answered to the Corporate Social Responsibility Scale and the Global Service Climate Scale. The results show the existence of a direct relation between the employees’ Social Responsibility perceptions (global SR, SR towards society, the environment, the future generations and NGOs, and SR towards the company’s employees) and the employees’ perceptions of the organization’s service quality – Service Climate. These relations tend to confirm the possibility and the advantages of a social integrative approach to Social Responsibility and Human Resource Management in organizations. The limitations and contributions of the present study and suggestions for future research are discussed in the end.
Descrição
Tese de mestrado, Psicologia (Área de Especialização em Psicologia dos Recursos Humanos, do Trabalho e das Organizações), Universidade de Lisboa, Faculdade de Psicologia, 2019
Palavras-chave
Bem comum Clima organizacional Responsabilidade social Teses de mestrado - 2019