Estratégias de gestão de conflitos, satisfação no trabalho e inteligência emocional
: um estudo com lojistas

  • Margarida Ribeiro Veiga (Student)

Student thesis: Master's Thesis


Tenants play a key role in the success of stores and can exert a significant influence on the customers who enter stores. In this sense, it is pertinent to carry out studies on this population, which include variables that may have an impact on their behavior, such as conflict management strategies, job satisfaction and emotional intelligence. In this context, this study aimed to to explore the relationship between conflict management strategies, job satisfaction and emotional intelligence in tenants. A non­random convenience sample was used, consisting of 201 shopkeepers, to whom were applied a sociodemographicquestionnaire., the Rahim Organizational Conflict Inventory­II, the Cuestionario de Satisfaccion Laboral S20/23, the Wong and Law Emotional Intelligence Scale. The collected information was analyzed using SPSS, version 28. The results revealed a positive relationship between the three variables under study, highlighting a predominant use of the collaboration strategy, as well as greater satisfaction with the physical environment. In addition, the participants showed high levels of emotional intelligence, and the dimension that proved to be the most relevant was the evaluation and recognition of emotions in others.
Date of Award26 Jul 2023
Original languagePortuguese
Awarding Institution
  • Universidade Católica Portuguesa
SupervisorAnabela Santos Rodrigues (Supervisor)


  • Conflict management strategies
  • Job satisfaction
  • Emotional intelligence
  • Shopkeepers


  • Mestrado em Psicologia do Trabalho e das Organizações

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