Acceso usuarios
Public organizations that manage disputes between telecommunications providers and consumers have noticed an increase in the number of consumer complaints over the past five years. These complaints contain mostly elements concerning the lack of transparency and non-disclosure of relevant information about the sale. This paper analyzes the self-reported behaviors of store consultants and the internal practices/policies of seven Canadian telecommunications firms. The results indicate that duplicity and deception are not randomly distributed in the industry. Specifically, the study identifies a pattern of six internal practices/policies that can explain up to 68% of the variation in these behaviors in employment. The findings of this research have managerial implications; the model can be used by managers to modify the organizational design of their firm to increase or decrease duplicitous and deceptive behaviors in their workforce. Modifying these elements can place the firm in a strategically favorable position vis-à-vis its competitors.
Cet article analyse les comportements auto-rapportés des conseiller(ère)s de boutique ainsi que les pratiques/politiques internes de sept firmes de télécommunications canadiennes. Les résultats indiquent que les comportements de duplicité et de mensonge ne sont pas distribués de façon aléatoire dans l’industrie. L’étude propose un modèle comprenant six pratiques/politiques internes qui sont en mesure d’expliquer jusqu’à 68 % des variations de ces comportements au travail.
