The leader and the organizational learning process: a study in work groups of client service at bank agencies
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Data de Publicação: | 2007 |
Outros Autores: | |
Tipo de documento: | Artigo |
Idioma: | por |
Título da fonte: | Revista Ibero Americana de Estratégia - RIAE |
Texto Completo: | https://periodicos.uninove.br/riae/article/view/12982 |
Resumo: | This article refers to the influence of the leaders in facilitating the learning process at the bank agencies (branches), of the Client Service Team, understanding that this service is a competitive deferential for the organizations. It is based on an exploratory research accomplished in the city of São Paulo, in which it proceeded to a survey of qualitative data by means of interview in depth with 12 bank employees at the bank agencies of three different private national banks. For the interpretation of the obtained data, “Content Analysis” was used. The results show us that the leaders with the features of leadership characteristically transformable, managed to conciliate a more favorable environment to the learning of the employees than those who had the transactional features, even though the working environments that have been researched were highly controlled, based on the routine length, demanding the administration a leadership that is more concerned to relieve the frustrations than to generate transformations. |
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The leader and the organizational learning process: a study in work groups of client service at bank agenciesO líder e o processo de aprendizagem organizacional: um estudo em grupos de trabalho de atendimento aos clientes em agências bancáriasleaders; learning organizational; banks; personal of attendance; front-office.líderes; aprendizagem organizacional; bancos; pessoal de atendimento.This article refers to the influence of the leaders in facilitating the learning process at the bank agencies (branches), of the Client Service Team, understanding that this service is a competitive deferential for the organizations. It is based on an exploratory research accomplished in the city of São Paulo, in which it proceeded to a survey of qualitative data by means of interview in depth with 12 bank employees at the bank agencies of three different private national banks. For the interpretation of the obtained data, “Content Analysis” was used. The results show us that the leaders with the features of leadership characteristically transformable, managed to conciliate a more favorable environment to the learning of the employees than those who had the transactional features, even though the working environments that have been researched were highly controlled, based on the routine length, demanding the administration a leadership that is more concerned to relieve the frustrations than to generate transformations.Este artigo trata da influência dos líderes na facilitação do processo de aprendizagem, em agências bancárias, do grupo de atendimento a clientes, entendendo que esse serviço é um diferencial competitivo para as organizações. Fundamenta-se em uma pesquisa exploratória realizada na cidade de São Paulo, por meio da qual se procedeu ao levantamento de dados qualitativos, em entrevista com 12 funcionários de atendimento de agências bancárias de três diferentes bancos privados nacionais. Para interpretação dos dados obtidos, utilizou-se a Análise de Conteúdo. Os resultados mostraram que os líderes com traços de liderança de características transformacionais conseguiam propiciar um ambiente mais favorável à aprendizagem dos funcionários do que aqueles com traços transacionais, muito embora os ambientes de trabalho pesquisados fossem altamente controlados, baseados no cumprimento de rotinas, exigindo da gerência uma liderança voltada mais para aliviar frustrações do que para gerar transformações.Universidade Nove de Julho - UNINOVE2007-12-11info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://periodicos.uninove.br/riae/article/view/1298210.5585/ijsm.v2i1.26Revista Ibero-Americana de Estratégia; 2003: RIAE v2n1; 51-60Revista Ibero-Americana de Estratégia; 2003: RIAE v2n1; 51-602176-0756reponame:Revista Ibero Americana de Estratégia - RIAEinstname:Revista Ibero-Americana de Estratégia (RIAE)instacron:RIEOEIporhttps://periodicos.uninove.br/riae/article/view/12982/6437Copyright (c) 2019 Iberoamerican Journal of Strategic Managementinfo:eu-repo/semantics/openAccessAroma, WilsonCamejo, Adriana2019-12-03T11:44:51Zoai:https://periodicos.uninove.br:article/12982Revistahttps://periodicos.uninove.br/riaePRIhttps://periodicos.uninove.br/riae/oai||bennycosta@yahoo.com.br2176-07562176-0756opendoar:2019-12-03T11:44:51Revista Ibero Americana de Estratégia - RIAE - Revista Ibero-Americana de Estratégia (RIAE)false |
dc.title.none.fl_str_mv |
The leader and the organizational learning process: a study in work groups of client service at bank agencies O líder e o processo de aprendizagem organizacional: um estudo em grupos de trabalho de atendimento aos clientes em agências bancárias |
title |
The leader and the organizational learning process: a study in work groups of client service at bank agencies |
spellingShingle |
The leader and the organizational learning process: a study in work groups of client service at bank agencies Aroma, Wilson leaders; learning organizational; banks; personal of attendance; front-office. líderes; aprendizagem organizacional; bancos; pessoal de atendimento. |
title_short |
The leader and the organizational learning process: a study in work groups of client service at bank agencies |
title_full |
The leader and the organizational learning process: a study in work groups of client service at bank agencies |
title_fullStr |
The leader and the organizational learning process: a study in work groups of client service at bank agencies |
title_full_unstemmed |
The leader and the organizational learning process: a study in work groups of client service at bank agencies |
title_sort |
The leader and the organizational learning process: a study in work groups of client service at bank agencies |
author |
Aroma, Wilson |
author_facet |
Aroma, Wilson Camejo, Adriana |
author_role |
author |
author2 |
Camejo, Adriana |
author2_role |
author |
dc.contributor.author.fl_str_mv |
Aroma, Wilson Camejo, Adriana |
dc.subject.por.fl_str_mv |
leaders; learning organizational; banks; personal of attendance; front-office. líderes; aprendizagem organizacional; bancos; pessoal de atendimento. |
topic |
leaders; learning organizational; banks; personal of attendance; front-office. líderes; aprendizagem organizacional; bancos; pessoal de atendimento. |
description |
This article refers to the influence of the leaders in facilitating the learning process at the bank agencies (branches), of the Client Service Team, understanding that this service is a competitive deferential for the organizations. It is based on an exploratory research accomplished in the city of São Paulo, in which it proceeded to a survey of qualitative data by means of interview in depth with 12 bank employees at the bank agencies of three different private national banks. For the interpretation of the obtained data, “Content Analysis” was used. The results show us that the leaders with the features of leadership characteristically transformable, managed to conciliate a more favorable environment to the learning of the employees than those who had the transactional features, even though the working environments that have been researched were highly controlled, based on the routine length, demanding the administration a leadership that is more concerned to relieve the frustrations than to generate transformations. |
publishDate |
2007 |
dc.date.none.fl_str_mv |
2007-12-11 |
dc.type.none.fl_str_mv |
|
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://periodicos.uninove.br/riae/article/view/12982 10.5585/ijsm.v2i1.26 |
url |
https://periodicos.uninove.br/riae/article/view/12982 |
identifier_str_mv |
10.5585/ijsm.v2i1.26 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.none.fl_str_mv |
https://periodicos.uninove.br/riae/article/view/12982/6437 |
dc.rights.driver.fl_str_mv |
Copyright (c) 2019 Iberoamerican Journal of Strategic Management info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2019 Iberoamerican Journal of Strategic Management |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Universidade Nove de Julho - UNINOVE |
publisher.none.fl_str_mv |
Universidade Nove de Julho - UNINOVE |
dc.source.none.fl_str_mv |
Revista Ibero-Americana de Estratégia; 2003: RIAE v2n1; 51-60 Revista Ibero-Americana de Estratégia; 2003: RIAE v2n1; 51-60 2176-0756 reponame:Revista Ibero Americana de Estratégia - RIAE instname:Revista Ibero-Americana de Estratégia (RIAE) instacron:RIEOEI |
instname_str |
Revista Ibero-Americana de Estratégia (RIAE) |
instacron_str |
RIEOEI |
institution |
RIEOEI |
reponame_str |
Revista Ibero Americana de Estratégia - RIAE |
collection |
Revista Ibero Americana de Estratégia - RIAE |
repository.name.fl_str_mv |
Revista Ibero Americana de Estratégia - RIAE - Revista Ibero-Americana de Estratégia (RIAE) |
repository.mail.fl_str_mv |
||bennycosta@yahoo.com.br |
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