O ambiente organizacional: satisfação e competitividade - uma ótica da engenharia de produção

• Ano de defesa: 2013
• Autor(a) principal: Rizzatti, Cláudia Bach
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• dARK ID: ark:/26339/001300000njnr
• Idioma: por
• Instituição de defesa: Universidade Federal de Santa Maria; BR; Engenharia de Produção; UFSM; Programa de Pós-Graduação em Engenharia de Produção
• Palavras-chave em Português: Atmosfera; Ambiente organizacional; Satisfação; Competitividade; Atmosphere; Organizational environment; Satisfaction; Competitiveness; CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO
• Link de acesso: http://repositorio.ufsm.br/handle/1/8296

When contacting an organizational environment, many factors influence the perception and reading this site. These factors might be considered as clues and it is through them that the customer satisfaction occurs. However, few studies have been conducted to evaluate the relationship of organizational atmosphere with consumer satisfaction in the aspect of competitiveness. Under this bias, picked up a retail company located in Santa Maria to make it possible to examine this issue. The aim of this study is to assess the contribution of the environment along with the organizational atmosphere for customer satisfaction in the aspect of competitiveness. The research is characterized as qualitative and quantitative. For the qualitative phase, we observed the ten environments stores as the theoretical model of Baker (1987). For the quantitative phase, we calculated the survey sample, taking into account the average annual demand of the organization. The minimum sample size of 367 was found. From the extensive analysis of the results, we can confirm that there is indeed a direct contribution of the environment to consumer satisfaction beyond that, it became possible to evaluate the environment can be a deciding factor at the time of decision making by client, which makes it a contributor to a competitive advantage towards an organization and its competitors.