Gestão de conflitos : relacionamento e satisfação dos stakeholders
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2018
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Esta pesquisa aborda a gestão de conflitos, na perspetiva dos stakeholders mediante o relacionamento e subsequente satisfação. A gestão de conflitos é uma prática a ter em conta no mundo organizacional, pois os stakeholders são elementos essenciais em termos da visão estratégica de uma empresa. Esta gestão permite uma melhoria na satisfação do cliente enriquecendo assim as relações sociais entre a organização e os seus intervenientes. É necessário oferecer serviços que coloquem em primeiro lugar as necessidades das suas partes interessadas, de modo a cativá-las e retê-las.
O que se pretende através desta investigação é saber o que é a gestão de conflitos (Cunha e Leitão, 2011; Dimas, Lourenço e Miguez, 2005), identificar os stakeholders (Clarkson, 1995; Freeman, 2010), determinar o seu impacto no relacionamento (Brambilla, 2008; Mackenna, 1992) e na satisfação (Kotler, 2000; Tse e Wilton, 1988).
Adotando a metodologia de estudo de caso e inserido no contexto português, concluiu-se que os stakeholders primários (Atkinson e Waterhouse, 1997) têm grande importância perante a organização, e que o relacionamento desenvolvido através dos mesmos, estão implicitamente refletidos na sua satisfação. Os stakeholders mais influentes são os Colaboradores, Clientes e Fornecedores, sendo os três grandes alicerces dentro da organização.
This research deals with conflict management, from the perspective of the stakeholders through the relationship and subsequent satisfaction. Conflict management is a practice to be taken into account in the organizational, since stakeholders are essential elements in terms of the strategic vision of a company. This management allows an improvement in customer satisfaction thus enriching the social relations between the organization and its stakeholders. It is necessary to offer services which enhances the stakeholders needs, in order to captivate and retain them. What we want to know through this investigation is to know what the management of conflicts is (Cunha and Leitão, 2011; Dimas, Lourenço and Miguez, 2005), identify stakeholders (Clarkson, 1995; Freeman, 2010), define the impact in relationship (Brambilla, 2008; Mackenna, 1992) and in satisfaction (Kotler, 2000; Tse and Wilton, 1988). Adopting the case study methodology and inserted in the Portuguese context, it was concluded that the primary stakeholders (Atkinson and Waterhouse, 1997) have great importance to the organization, and their relationship are implicitly reflected in their satisfaction. The most influential stakeholders are the Employees, Clients and Suppliers, the three main foundations within the organization.
This research deals with conflict management, from the perspective of the stakeholders through the relationship and subsequent satisfaction. Conflict management is a practice to be taken into account in the organizational, since stakeholders are essential elements in terms of the strategic vision of a company. This management allows an improvement in customer satisfaction thus enriching the social relations between the organization and its stakeholders. It is necessary to offer services which enhances the stakeholders needs, in order to captivate and retain them. What we want to know through this investigation is to know what the management of conflicts is (Cunha and Leitão, 2011; Dimas, Lourenço and Miguez, 2005), identify stakeholders (Clarkson, 1995; Freeman, 2010), define the impact in relationship (Brambilla, 2008; Mackenna, 1992) and in satisfaction (Kotler, 2000; Tse and Wilton, 1988). Adopting the case study methodology and inserted in the Portuguese context, it was concluded that the primary stakeholders (Atkinson and Waterhouse, 1997) have great importance to the organization, and their relationship are implicitly reflected in their satisfaction. The most influential stakeholders are the Employees, Clients and Suppliers, the three main foundations within the organization.
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Orientação: Marta Maria
Cordeiro Lopes
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MESTRADO EM COMUNICAÇÃO NAS ORGANIZAÇÕES, COMUNICAÇÃO, STAKEHOLDERS, COMUNICAÇÃO ORGANIZACIONAL, GESTÃO DE CONFLITOS, SATISFAÇÃO DO CLIENTE, RELAÇÃO GESTOR-CLIENTE, COMMUNICATION, ORGANIZATIONAL COMMUNICATION, CONFLICT MANAGEMENT, CLIENT SATISFACTION, MANAGER-CLIENT RELATIONSHIP, STAKEHOLDERS