Relational competence, customer trust and relationship effectiveness in an offshore service provider: The case of IBM Brazil

• Autores: Felipe Zambaldi, André Mascarenhas, Roberto Carlos Bernades, Manoel García Neto
• Localización: GCG: revista de globalización, competitividad y gobernabilidad, ISSN 1988-7116, Vol. 4, Nº. 3, 2010, págs. 102-115
• Idioma: inglés
• Títulos paralelos:
  • Competência relacional, confiança do cliente e eficácia de relacionamento num fornecedor de serviços no estrangeiro: o caso da IBM Brazil
  • Competencia relacional, eficacia de relación y confianza con el cliente en un proveedor de servicios en el extranjero: el caso de IBM Brasil
• Enlaces
  • Texto completo (pdf)
• Resumen
  • español

    En este artículo, nos centramos en las relaciones que implican sensibilidad cultural, competencia relacional, eficacia de relación con los trabajadores y confianza con el cliente en un proveedor de servicios multinacional en el extranjero: IBM Brasil. Se adapta la teoría de la relación comprador-vendedor al contexto de la gestión de personal estratégico y se vinculan las relaciones de interés con los empleados como unidades de análisis. Al analizar datos de 57 trabajadores, encontramos relaciones positivas implicadas en las relaciones bajo estudio y se deduce que los trabajadores con mayor grado de competencia relacional agregan valor de base a sus empresas. En el artículo se abordan implicaciones teóricas y de dirección, así como las limitaciones y oportunidades del estudio.

  • English

    In this paper, we focus on the relations involving cultural sensitivity, relational competence, customer trust and workers� relational effectiveness in a Multinational offshore service provider � IBM Brazil. We adapt buyer-seller relationship theory into the context of strategic people management and link the constructs of interest with employees as units of analysis. By analyzing data of 57 workers, we find positive relations involving the constructs under study and infer that workers who have high degrees of relational competence may add and sustain value to their firms. We address theoretical and managerial implications and discuss the study�s limitations and opportunities

  • português

    No presente artigo, concentramo-nos nas relações envolvendo sensibilidade cultural, competência relacional, confiança do cliente e eficácia relacional numa multinacional fornecedora de serviços no estrangeiro � a IBM Brazil. Adaptamos a teoria da relação comprador-vendedor ao contexto da gestão estratégica de pessoal e relacionamos os elementos de interesse com os empregados como unidades de análise. Analisando os dados de 57 trabalhadores, encontramos relações positivas envolvendo os elementos em estudo e inferimos que os trabalhadores com mais elevado grau de competência relacional podem adicionar e conservar valor para as suas firmas. Abordamos as implicações teóricas e de gestão, e discutimos as limitações e oportunidades do estudo

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