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2021 | OriginalPaper | Chapter

12. Customer-Perceived Organizational Dignity

Authors : Mauro Silva Ferreira, Ronaldo de Lucio

Published in: Organizational Dignity and Evidence-Based Management

Publisher: Springer International Publishing

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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.

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Title: Customer-Perceived Organizational Dignity
Authors: Mauro Silva Ferreira
Ronaldo de Lucio
Publisher: Springer International Publishing
Book: Organizational Dignity and Evidence-Based Management
Print ISBN: 978-3-030-68559-1

Electronic ISBN: 978-3-030-68560-7

Copyright Year: 2021
DOI: https://doi.org/10.1007/978-3-030-68560-7_12