2015
DOI: 10.5700/rausp1202
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Comprometimento organizacional de trabalhadores de call center

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Cited by 15 publications
(17 citation statements)
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References 20 publications
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“…In addition to defining organizational commitment, these authors proposed the typology for this variable that is currently the most accepted by researchers worldwide, having been validated in several cultures. It divides organizational commitment into three bases: affective, instrumental and normative (Rowe & Bastos, 2010;Simosi, 2013;Rodrigues & Bastos, 2010;Botelho & Paiva, 2011;Paiva & Morais, 2012;Paiva, Dutra, & Luz, 2015).…”
Section: Organizational Commitment and Affective Organizational Commimentioning
confidence: 99%
“…In addition to defining organizational commitment, these authors proposed the typology for this variable that is currently the most accepted by researchers worldwide, having been validated in several cultures. It divides organizational commitment into three bases: affective, instrumental and normative (Rowe & Bastos, 2010;Simosi, 2013;Rodrigues & Bastos, 2010;Botelho & Paiva, 2011;Paiva & Morais, 2012;Paiva, Dutra, & Luz, 2015).…”
Section: Organizational Commitment and Affective Organizational Commimentioning
confidence: 99%
“…Professional relationships in service industries tend to be unstable and temporary (Paiva, Dutra, & Luz, 2015;Cappelli & Keller, 2013); there are weaker legal protections and lower wages, which are characteristic of precarious (Mendes, Vieira, & Morrone, 2009) and unskilled jobs (Parker, Johnson, Collins, & Nguyen, 2013). Call center agents suffer from excessive pressure to obtain results (Paiva et al, 2015). They work parttime hours during which a high increase in pace negatively impacts their activity.…”
Section: Introductionmentioning
confidence: 99%
“…Due to these working conditions, physical, mental, and emotional health problems have been increasingly observed in these employees (Antunes, 2012). Although they interact directly with customers -which is often emotionally taxing (Gabriel & Diefendorff, 2015) -they are underappreciated and the first to be laid off when the organization they work for faces hard times (Paiva et al, 2015).…”
Section: Introductionmentioning
confidence: 99%
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“…Em relação ao comprometimento mencionado por Barbieri (2007), comportamento analisado neste estudo como comprometimento organizacional, faz-se necessário mencionar que referido comportamento seja nos enfoques: afetivo 3 , instrumental 4 ou normativo 5 , possui o poder de enfrentar as mudanças necessárias que exigem não somente a conscientização sobre sua importância, mas também, a vontade dos indivíduos envolvidos, em comprometer-se com os novos objetivos a serem propostos pela organização (Horn & Cerutti, 2013;Costa, 2014;Paiva et al, 2015) Considerado como um "diferencial", o comprometimento organizacional vem desde a década de 70 sendo foco de interesse tanto por estudiosos (Porter & Steers, 1973;Hrebiniak & Alluto, 1972;Buchanan, 1974;Mowday et al, 1979, entre outros), como por empresários que buscam manter sua força de trabalho com graus elevados desse elemento. E o presente estudo procura caracteriza-lo como uma "estratégia" quando da adoção de um SGA.…”
Section: Introductionunclassified