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Advisor(s)
Abstract(s)
Empiricamente é assumido que existe relação entre produtividade dos trabalhadores e relação
com o cliente. Muitos dos estudos feitos que envolvem produtividade e relação com o cliente
estão direcionados para o setor dos serviços, mas pouca ou nenhuma informação existe
noutros setores da economia. Esta tese pretende testar se a relação com o cliente aumenta a
produtividade dos trabalhadores de produção. Com informação recolhida em 6 empresas do
setor industrial fica demonstrada uma relação positiva entre as duas variáveis bem como os
fatores que mais impactam a produtividade dos trabalhadores de produção. O segundo
objetivo desta tese é testar se o efeito da relação com o cliente na produtividade dos
trabalhadores de produção ocorre da mesma forma independentemente das características da
organização e do trabalho. O estudo utiliza como moderadores fatores da cultura da empresa e
os resultados desta análise revelam condições importantes em que com a relação com clientes
tem mais impacto na produtividade. As implicações destes resultados para as organizações e
produtividade dos seus trabalhadores são discutidas.
It is assumed that there is a relationship between worker productivity and customer relationship. Many of the studies carried out involving productivity and customer relations are focused on the service sector, but little or no information exists on other sectors of the economy. This thesis intends to test whether the relationship with the customer increases the productivity of production workers. With information collected from 6 companies in the industrial sector, a positive relationship between the two variables is demonstrated, as well as the factors that most impact the productivity of production workers. The second objective of this thesis is to test whether the effect of the relationship with the customer on the productivity of production workers occurs in the same way regardless of the characteristics of the organization and work. The study uses factors of the company's culture as moderators and the results of this analysis reveal important conditions in which the relationship with customers has a greater impact on productivity. The implications of these results for organizations and their workers' productivity are discussed.
It is assumed that there is a relationship between worker productivity and customer relationship. Many of the studies carried out involving productivity and customer relations are focused on the service sector, but little or no information exists on other sectors of the economy. This thesis intends to test whether the relationship with the customer increases the productivity of production workers. With information collected from 6 companies in the industrial sector, a positive relationship between the two variables is demonstrated, as well as the factors that most impact the productivity of production workers. The second objective of this thesis is to test whether the effect of the relationship with the customer on the productivity of production workers occurs in the same way regardless of the characteristics of the organization and work. The study uses factors of the company's culture as moderators and the results of this analysis reveal important conditions in which the relationship with customers has a greater impact on productivity. The implications of these results for organizations and their workers' productivity are discussed.