The code of ethics as a tool for managing ethical conflicts in the service sector organizations in the same way as in financial institutions in St. Petersburg, Russia

Mariia Rubtcova; Anastasia Vilyamovich

doi:10.21710/rch.v32i.644

Autores

Mariia Rubtcova St. Petersburg State University https://orcid.org/0000-0003-4003-4988
Anastasia Vilyamovich Department of Social Management and Planning, Saint Petersburg State University https://orcid.org/0000-0001-9829-5430

DOI:

https://doi.org/10.21710/rch.v32i.644

Palavras-chave:

código de ética, conflitos, setor de serviços, organizações financeiras, Rússia

Resumo

Este artigo é dedicado ao código de ética como ferramenta para gestão de conflitos éticos em organizações do setor de serviços, a exemplo das organizações financeiras em São Petersburgo, Rússia. Ele foi compilado com base em três estudos anteriores: uma pesquisa-piloto entre trabalhadores de serviços em 2014 (N 135) que identificou problemas, estabeleceu metas e objetivos, facilitou o desenvolvimento e o teste de ferramentas metodológicas; entrevista formalizada em 2015-2017 (N 483, incluindo 64 gestores e 419 funcionários), quando foram acumuladas informações empíricas primárias; pesquisa analítica e de projeto em 2017-2018, cujo objetivo foi processar e analisar os dados obtidos, identificar as condições para o estabelecimento de uma ética de comportamento para trabalhadores de serviços e desenvolver recomendações práticas de design e tecnologia social para construir uma ética de comportamento de funcionários de serviços. Assim, este estudo determinou que o projeto e a implementação do código de ética evitarão a ocorrência de conflitos em uma empresa do setor de serviços. A conclusão foi de que a introdução e a operação de um código de ética requerem o envolvimento não apenas dos funcionários da linha de frente da empresa, mas também dos CEOs.

Biografia do Autor

Mariia Rubtcova, St. Petersburg State University

Maria Pavenkova Rubtcova

Doctor of Sociological Sciences

Faculty of Sociology, St Petersburg State University

Associate Professor in the Department of Social Management and Planning,

Anastasia Vilyamovich, Department of Social Management and Planning, Saint Petersburg State University

Saint Petersburg State University

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