Abstract

PINTO, Éder Paschoal. Insatisfação com sistemas organizacionais e repercussão no atendimento a clientes. Comport. Organ. Gest. [online]. 2007, vol.13, n.2, pp.261-281. ISSN 0872-9662.

The main contribution of this interdisciplinary work is to shed some light upon the relation between dissatisfaction with organizational systems and cognitive dissonance in the customer attendance. A group of salesmen and their costumers of three units of a certified car retailer established in the South of Brazil were selected for the research. The author built two research instruments for the investigations. They were applied in two moments. Firstly, the salesmen and their customers answered questions on attendance of each sale phase. And secondly, the salesmen answered questions about organizational systems; these questions were based on Spitzer’s (1997) theory. On the basis of Herzberg’s bi-factorial theory, it was possible to build a bridge between the key-results of both researches. The Herzberg’s findings, on the negative influence of dissatisfaction with hygienic factors on the worker’ motivation, was confirmed.

Keywords : customer attendance; salesmen’ motivation; Herzberg’s bi-factorial theory; Spitzer’s organizational systems model.

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