Gisela Demo

Políticas de gestão de pessoas no novo milênio: cenário dos estudos publicados nos periódicos da área de Administração entre 2000 e 2010

Os principais autores da area de gestao de pessoas (GP), como Guest (1987), Legge (2006), Armstrong (2009), Bohlander e Snell (2009) e Wilkinson et al. (2010), concordam que as pessoas assumiram papel estrategico e relevante nas organizacoes. Destarte, a GP nao deve ter papel tradicional de suporte, mas, sim, constituir competencia essencial organizacional, uma vez que os recursos humanos sao responsaveis pela producao de conhecimento, constituindo uma fonte de vantagem competitiva, devendo ser valorizados e desenvolvidos por meio de politicas de GP. Assim, o objetivo precipuo deste trabalho foi apresentar o cenario dos estudos sobre politicas de gestao de pessoas, mostrando os resultados de uma revisao bibliografica que abrange uma sintese do estado da arte e o cenario dos 108 estudos produzidos nacionalmente nos periodicos cientificos de nivel superior (maior/igual a Qualis B2) da area de Administracao nos ultimos dez anos, ou seja, no periodo compreendido entre 2000 e 2010. Tal revisao permitiu o delineamento de uma agenda de pesquisa. Os resultados engendrados de fato apontaram a relevância estrategica para as organizacoes dos estudos sobre politicas de gestao de pessoas; nao obstante, destacou-se a premencia de realizar mais estudos sobre o tema, uma vez que algumas politicas, embora estrategicas, ainda sao bem pouco investigadas. Ha lacunas na literatura tambem no que tange ao desenvolvimento e a validacao de instrumentos e a realizacao de ensaios teoricos. Em sintese, sugere-se relacionar as politicas e praticas de GP a outras variaveis do comportamento organizacional e combinar diferentes perspectivas metodologicas para analisar com maior propriedade seus efeitos no bem-estar dos colaboradores e nos resultados organizacionais.The main authors in the field of Human Resources Management (HRM), such as Guest (1987), Legge (2006), Armstrong (2009), Bohlander and Snell (2009) e Wilkinson et al. (2010), agreed that people have taken significant and strategic role in organizations. Therefore, the HRM field should not have traditional role of support, but rather provide organizational essential skills since human resources are responsible for the production of knowledge, providing a source of competitive advantage. Thats why they should be valued and developed through HRM policies. Thus, the main objective of this paper was to present the scenario of studies on policies of HRM, showing the results of a literature review covering the international production and the scenario of the 108 studies published in national journals in the top-level (greater equal than Qualis B2) from the Management field in the past 10 years, i.e., in the 2000-2010 period. This review allowed the proposition of a research agenda. The results engendered in fact indicated the strategic importance for organizations of studies on HRM policies, however they noted the urgency to carry out more studies on the subject, since some policies, although strategic, are still very poorly investigated. There are also gaps in the literature regarding the development and validation of scales and for theoretical studies. In summary, it is suggested to relate the policies and practices of GP to other variables of organizational behavior and combine different methodological perspectives in order to analyze more accurately their effects on the welfare of employees and organizational outcomes.

Comprometimento, bem-estar e satisfação dos professores de administração de uma universidade federal

Research on organizational commitment, well-being and job satisfaction have been performedsuccessfully in the field of Organizational Psychology. New studies indicate a possibleinterdependence between these constructs. The main objective of this research was toinvestigate the relationships between organizational commitment, well-being and jobsatisfaction, through a census conducted with 104 professors of Management at a FederalUniversity, with a response rate of 78%. This survey consists of an explanatory-descriptivestudy, having transversal and quantitative nature. The results showed that teachers had goodlevels of achievement at work and positive affect predominant over negative affect; they alsoexpressed their satisfaction at work on the bosses, colleagues and the nature of work. Thenormative organizational commitment was the only one who contributed to the explanation ofsatisfaction with salary. The calculative organizational commitment has contributed to theexplanation of the factors leading to satisfaction and satisfaction with the promotions. Finally,affective organizational commitment was the main predictor of well-being and jobsatisfaction. This work contributed to both the academic field of Organizational Behavior, asfor decision making regarding the management policies of the professors surveyed, with theexpectation that both professors and students can enjoy a better environment for learning andknowledge production.

Desenvolvimento e Validação Fatorial da Escala de Relacionamento com Clientes (ERC)

Considering the importance of developing the relationship between companies and customers, the objective of this study is to validate a scientific instrument capable of measuring such a relationship, emphasizing satisfaction and loyalty as assumptions for its construction and maintenance. This quantitative research used exploratory factor analysis for the experimental validation of the instrument and of a sample of 627 customers from various companies. The results show that the Customer Relationship Scale (CRS) has a one-factor structure, which explains about 64% of the variance, and a reliability rating of 0.92 (Cronbach’s α). The work makes a contribution to scientific production in the areas of marketing and the like, since the CRS can be used in diagnostic and relational studies. The study’s contribution also extends to the organizational area, given that the instrument may help managers build relationships with customers and improve organizational results.Considering the importance of developing the relationship between companies and customers, the objective of this study is to validate a scientific instrument capable of measuring such a relationship, emphasizing satisfaction and loyalty as assumptions for its construction and maintenance. This quantitative research used exploratory factor analysis for the experimental validation of the instrument and of a sample of 627 customers from various companies. The results show that the Customer Relationship Scale (CRS) has a one-factor structure, which explains about 64% of the variance, and a reliability rating of 0.92 (Cronbach’s α). The work makes a contribution to scientific production in the areas of marketing and the like, since the CRS can be used in diagnostic and relational studies. The study’s contribution also extends to the organizational area, given that the instrument may help managers build relationships with customers and improve organizational results. kEYwORDS Factor analysis, CRM, instruments, marketing, relationship. RESUMEN Considerando la importancia del desarrollo de la relación entre las empresas y sus clientes, este trabajo tiene por objetivo validar un instrumento científico capaz de mensurar tal relación, destacando la satisfacción y la lealtad como presupuestos para su construcción y mantenimiento. La investigación, de naturaleza cuantitativa, utilizó el Análisis Factorial Exploratorio para la validación experimental del instrumento, y una muestra de 627 clientes de diversas empresas. Los resultados alcanzados muestran que la Escala de Relación con el Cliente (ERC) posee una estructura unifactorial, lo que explica cerca de 64% de la variancia con confiabilidad de 0,92 (α de Cronbach). El trabajo contribuye con la producción científica en las áreas de marketing y afines, puesto que la ERC puede ser utilizada en estudios diagnósticos y relacionales. Además, la contribución del estudio se extiende al área organizacional, visto que el instrumento puede auxiliar a los gestores en el sentido de incrementar la relación que desarrollan con sus clientes y mejorar los resultados organizacionales. PALAbRAS CLAVE Satisfacción, lealtad, CRM, instrumentos de medida de relación con clientes, marketing de relación.

Marketing de relacionamento com a Apple: o papel do julgamento e significado de produto na escolha do iPhone

Em um cenario de competitividade recrudescente, a gestao de relacionamento com clientes (CRM) apresenta-se como proficuo diferencial organizacional. A maneira pela qual os consumidores processam seu julgamento, passo-a-passo ou afetivo, e atribuem significados, utilitario ou simbolico, a produtos e particularmente relevante para entender seu comportamento de consumo e seu relacionamento com as marcas. Igualmente importante e a tomada de decisoes realizada com base nesse processo. Haja vista a escassez na literatura de estudos cientificos que relacionem o CRM a variaveis de comportamento do consumidor, esse estudo teve como objetivo identificar se o relacionamento dos consumidores com a Apple pode ser influenciado pelo julgamento e significado que eles atribuem ao produto iPhone . Os resultados mostraram a influencia do julgamento afetivo no estabelecimento do relacionamento com a marca. Alem disso, foi possivel concluir que os usuarios pesquisados sao influenciados mormente pelo julgamento passo-a-passo e dao mais importância ao significado utilitario no processo de escolha e compra do iPhone . Quanto a percepcao do relacionamento com a Apple , os respondentes demonstraram que a alta qualidade dos smartphones vendidos pela marca e a confianca na marca sao os fatores mais preponderantes na sua escolha. A contribuicao academica deste trabalho reside em preencher a lacuna na literatura ao estudar relacoes ainda nao exploradas entre variaveis. Outrossim, em uma perspectiva gerencial, tanto para a Apple como para outras fabricantes de smartphones , os resultados por ora obtidos podem ser utilizados como diagnostico para auxiliar os gestores em suas estrategias de promocao de produtos e fidelizacao de clientes.In a scenario of growing competitiveness, customer relationship management (CRM) is presented as an effective competitive advantage. The manner in which consumers process their judgment, either rational or emotional, and attribute meanings, either objective or symbolic, to products is particularly relevant to understanding consumer behavior and their relationship with brands. Equally important are the decision-making styles. Considering the lack of scientific studies correlating CRM variables to consumer behavior ones, this quantitative study aimed to identify if the relationship among Apple and its costumers might be influenced by the meaning and judgement they attribute to the smartphone iPhone. The results showed the influence of the emotional judgment on establishing the relationship with the brand. Furthermore, it was concluded that the specific sample surveyed is influenced mainly by rational judgement whereas they impute more importance to objective meaning when purchasing an iPhone. Regarding the perception of the relationship with Apple, the respondents indicated that higher quality of the iPhones as well as their trust on the brand are the most important aspects that influence their choice. The academic contribution of this work is to fill the gap in the literature by identifying CRM predictors. Also, as a managerial perspective, for both Apple and other smartphone companies, the results obtained so far can be used as a diagnostic to assist managers in their strategies concerning product promotion and customer loyalty. Key-words: relationship marketing; customer relationship management (CRM); meaning and judgement of products; Apple; iPhone MARKETING DE RELACIONAMIENTO CON APPLE: JUZGAMIENTO Y SIGNIFICADO DEL PRODUCTO EN LA ESCOJA DEL iPHONE RESUMEN En un escenario de competitividad creciente, gestion de relacionamiento con clientes (CRM) presentase como diferencial provechoso organizacional. La manera en la cual consumidores procesan su juzgamiento, paso a paso o afectivo, y atribuyen significados, utilitario o simbolico, a producto es particularmente relevante para entender su comportamiento de consumo y su relacionamiento con las marcas. Similarmente importante es la toma de decisiones realizada con base en este proceso. En vista de la escasez en la literatura de estudios cientificos que relacionen CRM a variables de comportamiento del consumidor, este estudio cuantitativo tuve como objetivo identificar si el relacionamiento de los consumidores con Apple puede ser influenciado por el juzgamiento y significado que ellos atribuyen al producto iPhone. Los resultados muestran la influencia del juzgamiento afectivo en el establecimiento del relacionamiento con la marca. Ademas, fue posible concluir que los usuarios investigados son influenciados principalmente por el juzgamiento paso a paso y dan mas importancia al significado utilitario en el proceso de escoja y compra del iPhone. Cuanto a la percepcion del relacionamiento con Apple, os respondientes demuestran que la alta calidad de los smartphones vendido por la marca y la confianza en la marca son los factores mas preponderantes en su escoja. La contribucion academica de este trabajo reside en llenar 172 Marketing de relacionamento com a Apple: o papel do julgamento e significado de produto na escolha do iPhone REAd | Porto Alegre – Edicao 80 N° 1 – janeiro/abril 2015 – p. 170-197 una brecha en la literatura, identificando predictores de CRM. Igualmente, en una perspectiva gerencial, tanto para Apple como para otros fabricantes de smartphones, los resultados ahora obtenidos pueden ser utilizados como diagnostico para auxiliar los gestores en sus estrategias de promocion de productos y lealtad de clientes. Palabras-clave: marketing de relacionamiento; CRM; juzgamiento y significado de producto; Apple; iPhone.

Well-Being at Work Scale: Exploratory and Confirmatory Validation in the USA

Given the lack of instruments to measure both affective and cognitive elements of well-being at work, the objective of this study is to look for evidence of validity in the US regarding the well-being at work scale, which was first validated in Brazil to measure employee well-being perceptions. Two studies using two different American samples of 809 participants in total were conducted for the exploratory and confirmatory validation of the scale. Construct validity was determined using convergent, discriminant, and nomological validity, which was assessed using a structural equation model to determine a correlation between well-being at work and human resources management practices. This research provides a comprehensive and operationally valid measure of well-being in work settings. The three-factor model can be used as a diagnostic tool for managers who wish to identify and improve the well-being of their work teams.

CRM na administração pública: desenvolvimento e validação de uma Escala de Relacionamento com o Cidadão (ERCi)

As empresas utilizam a gestao de relacionamento com o cliente ou Customer Relationship Management (CRM) para estabelecer relacionamentos de longo prazo, mantendo seus clientes satisfeitos e fieis. Neste contexto, o Citizen Relationship Management (CiRM) surge no setor publico como estrategia para aprimorar o atendimento ao cidadao e incentivar a cidadania. Considerando a lacuna da literatura sobre o tema, o objetivo deste estudo multimetodo foi validar um instrumento para avaliar a percepcao dos cidadaos quanto as iniciativas de CiRM na administracao publica. A principal contribuicao deste trabalho consistiu na validacao de um instrumento, em versoes completa e reduzida, com indices psicometricos muito confiaveis, que pode ser utilizado como ferramenta diagnostica pelos gestores publicos para promover uma gestao proficua do relacionamento com os cidadaos.

Políticas e práticas de gestão de pessoas nas organizações: cenário da produção nacional de primeira linha e agenda de pesquisa

People have assumed a strategic and important role in organizations, providing a source of essential organizational competence and therefore they should be valued and developed through Human Resource Management (HRM) policies and practices. This qualitative-quantitative research aims to design an overview of national studies on HRM policies and practices, presenting the results of a systematic and bibliometric review of papers published in leading management and psychology journals in the period 2010-2016. The article shows the institutionalization of research in Brazil, which allowed a proposition of a research agenda, updating the review of Demo, Fogaça, Nunes et al. (2011) that contemplated a review between 2000 and 2010. A literature review was carried out on eighteen journals with Qualis Classification equal to or greater than B1, resulting in 59 papers. The results showed the increase of scientific production indicators in the analyzed period highlighting the academic effort on the subject and the strategic relevance of HRM policies and practices studies for organizations. Gaps were identified, showing the need for further studies related to recruitment and selection and involvement policies, both little investigated in Brazil. There is also a lack of studies relating HRM policies to other organizational behavior variables and of efforts to develop and validate measurement tools on the subject.People have assumed a strategic and important role in organizations, providing a source of essential organizational competence and therefore they should be valued and developed through Human Resource Management (HRM) policies and practices. This qualitative-quantitative research aims to design an overview of national studies on HRM policies and practices, presenting the results of a systematic and bibliometric review of papers published in leading management and psychology journals in the period 2010-2016. The article shows the institutionalization of research in Brazil, which allowed a proposition of a research agenda, updating the review of Demo, Fogaca, Nunes et al. (2011) that contemplated a review between 2000 and 2010. A literature review was carried out on eighteen journals with Qualis Classification equal to or greater than B1, resulting in 59 papers. The results showed the increase of scientific production indicators in the analyzed period highlighting the academic effort on the subject and the strategic relevance of HRM policies and practices studies for organizations. Gaps were identified, showing the need for further studies related to recruitment and selection and involvement policies, both little investigated in Brazil. There is also a lack of studies relating HRM policies to other organizational behavior variables and of efforts to develop and validate measurement tools on the subject.

A INFLUÊNCIA DOS VALORES ORGANIZACIONAIS NA PERCEPÇÃO DE POLÍTICAS E PRÁTICAS DE GESTÃO DE PESSOAS

Os valores organizacionais possuem uma relacao direta com as praticas das organizacoes, dentre elas, as de gestao de pessoas, pois ambos formam o nucleo da cultura de cada organizacao. Por conseguinte, o objetivo geral deste estudo foi analisar a relacao existente entre valores organizacionais, como variavel independente, e politicas e praticas de gestao de pessoas, como variavel dependente. A pesquisa pode ser classifica como teorico-empirica quanto ao seu enquadramento, e quantitativa quanto a sua natureza. A pesquisa foi aplicada em uma empresa publica do ramo de agricultura do Distrito Federal, utilizando questionarios aplicados online e presencialmente. Quanto as analises utilizadas, foi realizado Escalonamento Multidimensional (MDS) para os dados de valores organizacionais, e regressoes multiplas lineares para analisar a relacao existente entre as duas variaveis. Alem disso, foi realizada uma revisao bibliometrica para as duas variaveis no periodo de 2009 a 2014, analisando os periodicos cientificos de primeira linha e a institucionalizacao das pesquisas no Brasil para cada uma das variaveis foi tracada.

The Psychology of Entrepreneurship

The study of entrepreneurship is relevant because it is a core aspect to the development of a country. It could be considered the true propeller of economic development in a capitalist society. The various theoretical concepts about the entrepreneur have often generated different theoretical developments and empirical approaches. The constructs related to this topic can be investigated at the individual (entrepreneurial alertness, entrepreneurial intent) and organizational (entrepreneurial orientation) levels. Recently, the relevance of psychological contribution has been recognized considering that entrepreneurship is essentially personal and that is why this study focuses on the psychology of entrepreneurship. Some authors advocate that an entrepreneur is the person that starts a new organization and/or evaluates new opportunities to introduce new products, services, and processes. However, other academics consider this is a reductionist and limited concept because it does not reflect the broad meaning of the construct. In order to outline a national overview of studies on psychology of entrepreneurship, the main objectives of this work are to summarize the state-of-the-art regarding the construct, and to perform a bibliometric review comprising the empirical studies produced in first-line psychology journals (≥ Qualis CAPES B2) from 2006 to 2015, to highlight the Brazilian production and compare it with international literature on the subject. The analysis will allow the identification of the main advances in this field, the research gaps, and the proposition of a research agenda. Results are relevant because of their practical implications to managers and workers in general.

CRM in the public management: development and validation of a Citizen Relationship Scale (CiRS)

As empresas utilizam a gestao de relacionamento com o cliente ou Customer Relationship Management (CRM) para estabelecer relacionamentos de longo prazo, mantendo seus clientes satisfeitos e fieis. Neste contexto, o Citizen Relationship Management (CiRM) surge no setor publico como estrategia para aprimorar o atendimento ao cidadao e incentivar a cidadania. Considerando a lacuna da literatura sobre o tema, o objetivo deste estudo multimetodo foi validar um instrumento para avaliar a percepcao dos cidadaos quanto as iniciativas de CiRM na administracao publica. A principal contribuicao deste trabalho consistiu na validacao de um instrumento, em versoes completa e reduzida, com indices psicometricos muito confiaveis, que pode ser utilizado como ferramenta diagnostica pelos gestores publicos para promover uma gestao proficua do relacionamento com os cidadaos.