A RELAÇÃO DA CULTURA ORGANIZACIONAL COM A QUALIDADE DOS SERVIÇOS PRESTADOS

Número: 
XII CNEG & III INOVARSE 2016
Código do trabalho: 
T16_358
Resumo: 
The aim of this article is to analyze the relationship of organizational culture with the quality of services provided by Br Malls in the Independência Shopping, located in Juiz de Fora, MG. Foundation was sought on theoretical framework of organizational culture and on services, explaining its basic and essential characteristics, exposing, throughout the task of the association between the mentioned themes. The method used was a quantitative exploratory research from an adaptation of a method already validated study of organizational culture. The discussion involved seven factors analysis proposed in the Instrumento Brasileiro para Avaliação da Cultura Organizacional (IBACO), in that way, facilitating the understanding of the organizational culture. This research outlines, among other things, that organizational culture has a direct impact on the behavior of employees affecting, therefore, the quality of services
Congresso: 
XII Congresso Nacional de Excelência em Gestão & III INOVARSE 2016