Fatores associados à qualidade do atendimento presencial ao público no setor da saúde em Angola
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2022
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Para melhor compreensão do tema, recorremos a uma frase clássica de Kotler que diz “ você não tem uma segunda chance de causar uma primeira boa impressão”.
Vivemos numa sociedade onde as organizações enfrentam a todo o instante a competitividade e algumas variáveis como tempo, qualidade, custo e inovação definem seu diferencial num mercado altamente globalizado e disputado. Para que os objetivos sejam alcançados, o leme é dirigido por pessoas. Com o passar dos tempos a relação entre as organizações e o capital
humano mudou drasticamente. Os colaboradores deixaram de ser apenas parte do processo produtivo e passaram a ser o foco, ocupando um papel determinante no sucesso das
organizações. Em contrapartida, as organizações passaram a exigir competências variadas dos seus colaboradores como estratégia competitiva, contando com responsabilidade, esforço, comprometimento e dedicação. Dentre as competências exigidas, o comportamento passou a ser um desafio nas organizações em razão das influências intrapessoais e interpessoais.
Saber controlar e gerir as emoções e ter habilidade para compreender as ações dos outros tornou-se um diferencial no mundo organizacional. Hoje, além do conhecimento técnico, o mercado exige um profissional com autoconhecimento atrelado à autogestão, automotivação, empatia e habilidades sociais
O presente trabalho tem como objetivo analisar os Fatores Associados à Qualidade do Atendimento Presencial ao Público no Setor da Saúde em Angola.
Palavras-Chave: Atendimento ao utente, Saúde.
For a better understanding of the topic, we use a classic phrase, which says that " you do not have a second chance to make a good first impression." We live in a society where organizations face competitiveness at all times and some variables such as time, quality, cost and innovation define their differential in a highly globalized and disputed market. For the goals to be achieved, the rudder is directed by people. Over time the relationship between organizations and human capital has changed dramatically. Employees are no longer only part of the production process and became a focus, occupying a decisive role in the success of organizations. On the other hand, organizations began to demand varied skills from their employees as a competitive strategy, recounting responsibility, effort, commitment and dedication. Among the competencies required, behaviour became a challenge in organizations due to intrapersonal and interpersonal influences. Knowing how to control and manage emotions and have the ability to understand the actions of others has become a differential in the organizational world. Today, in addition to technical knowledge, the market requires a professional with self-knowledge tied to self-management, self-driving, empathy and social skills. This paper aims to analyse the Factors Associated in the Quality of Presencial Public Customer Service in Angola Health Sector. Keywords: Customer service, Health.
For a better understanding of the topic, we use a classic phrase, which says that " you do not have a second chance to make a good first impression." We live in a society where organizations face competitiveness at all times and some variables such as time, quality, cost and innovation define their differential in a highly globalized and disputed market. For the goals to be achieved, the rudder is directed by people. Over time the relationship between organizations and human capital has changed dramatically. Employees are no longer only part of the production process and became a focus, occupying a decisive role in the success of organizations. On the other hand, organizations began to demand varied skills from their employees as a competitive strategy, recounting responsibility, effort, commitment and dedication. Among the competencies required, behaviour became a challenge in organizations due to intrapersonal and interpersonal influences. Knowing how to control and manage emotions and have the ability to understand the actions of others has become a differential in the organizational world. Today, in addition to technical knowledge, the market requires a professional with self-knowledge tied to self-management, self-driving, empathy and social skills. This paper aims to analyse the Factors Associated in the Quality of Presencial Public Customer Service in Angola Health Sector. Keywords: Customer service, Health.
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Orientação: Fernanda Maria Carvalho Peixoto Bessa Pereira
Palavras-chave
MESTRADO EM CIÊNCIAS DA COMUNICAÇÃO, MARKETING E PUBLICIDADE, COMUNICAÇÃO, SAÚDE, APOIO A CLIENTES, COMMUNICATION, HEALTH, CUSTOMER SERVICE, ANGOLA