Instrumentos de governança interorganizacionais e a satisfação do cliente: lógica de correspondência de padrões aplicada ao serviço de fretamento

Abstract

The general objective of the present study is to understand how configurations of interorganizational governance instruments explain service satisfaction from the provider perspective. The work focuses on the actor with less power in a service context, a phenomenon of growing importance that is not yet fully studied and understood. The adoption of the pattern matching logic allowed the theory development to emerge from compatibilities and incompatibilities between the theory and observation. In the methodological procedures, the empirical field studied were employees of a company providing the corporate charter service. The data collection was conducted based on the Repertory Grid Technique. The study was qualitative, using Honey Content Analysis and Coincidence Analysis (CNA). The suppliers highlighted the importance of informal interorganizational governance instruments for the satisfaction of the charter service. The results show that an organizational culture aimed at establishing a partnership relationship and determining the appropriate level of service are causes of high service satisfaction. Therefore, it is necessary to consider the interpersonal relationships built between employees of the companies in the dyad to understand interorganizational relationships. These findings offer as main theoretical contributions the focus on the dyad supplier, the weaker actor perspective, and consideration of interpersonal relationships in the context of interorganizational relationships. Furthermore, it suggests as managerial implications that the customer must know the specifics of the service offered and the supplier's limitations. The supplier must share information with the customer to allow them to understand the particularities of the activities performed.