Longe da vista, longe da motivação

: o impacto da relação com o cliente na produtividade de trabalhadores de produção

Abstract

It is assumed that there is a relationship between worker productivity and customer relationship. Many of the studies carried out involving productivity and customer relations are focused on the service sector, but little or no information exists on other sectors of the economy. This thesis intends to test whether the relationship with the customer increases the productivity of production workers. With information collected from 6 companies in the industrial sector, a positive relationship between the two variables is demonstrated, as well as the factors that most impact the productivity of production workers. The second objective of this thesis is to test whether the effect of the relationship with the customer on the productivity of production workers occurs in the same way regardless of the characteristics of the organization and work. The study uses factors of the company's culture as moderators and the results of this analysis reveal important conditions in which the relationship with customers has a greater impact on productivity. The implications of these results for organizations and their workers' productivity are discussed.

Date of Award	26 Jan 2023
Original language	Portuguese
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Sérgio Paulo Moreira (Supervisor)