IDEAS home Printed from https://ideas.repec.org/h/spr/sprchp/978-3-030-68560-7_12.html
   My bibliography  Save this book chapter

Customer-Perceived Organizational Dignity

In: Organizational Dignity and Evidence-Based Management

Author

Listed:
  • Mauro Silva Ferreira
  • Ronaldo Lucio

Abstract

The dignity of customers is a topic that has not generally been the subject of scholars’ attention, despite the emergence of several institutions and laws that takes care of consumer protection, worldwide. This chapter argues that dignity is not only related to the human being, since groups of individuals behave differently in relation to one of their individual components; in this sense, we understand that organizations arise from associated social forms and norms that hold organizations responsible for customer dignity. In this context, inequalities in relations between companies and consumers arise, becoming sources that generates indignity. Thus, we present the process of validating a scale of organizational dignity practices and a scale of organizational values, both from the perspective of customer perception, making it possible to identify how the relationship of organizations and their customers is in aspects of practices related to dignity. Thereby, the PRADOC and VOPC-R scales can be used in periodic applications designed to monitor the culture of organizational dignity perceived by clients and through the results of these assessments contribute to outline strategies for improving the culture of dignity.

Suggested Citation

  • Mauro Silva Ferreira & Ronaldo Lucio, 2021. "Customer-Perceived Organizational Dignity," Springer Books, in: Maria Luisa Mendes Teixeira & Lucia Maria Barbosa de Oliveira (ed.), Organizational Dignity and Evidence-Based Management, chapter 0, pages 169-185, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-68560-7_12
    DOI: 10.1007/978-3-030-68560-7_12
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:sprchp:978-3-030-68560-7_12. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.