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Avaliação do potencial de moderação moderada do apoio organizacional percebido e da modalidade de trabalho, na relação entre a autoeficácia e o desempenho individual de trabalho
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Advisor(s)
Abstract(s)
Esta dissertação enquadra-se no estudo dos fenómenos individuais e sociais associados aos
desafios da adaptação a novas modalidades de trabalho: modelos híbridos ou teletrabalho.
Recorrendo a um modelo de moderação moderada, investigámos o efeito da Percepção do
Suporte Organizacional (moderador primário) na relação entre a percepção da Autoeficácia
(variável preditora) e Desempenho Individual de Trabalho (variável critério), assim variações do
efeito nos diferentes níveis da Modalidade Trabalho (moderador secundário).
Seguiu-se um delineamento não-experimental com dado recolhidos em dezembro de 2021
e participação voluntária de profissionais de serviços a clientes à distância - Customer Services
Support. A amostra totalizou 842 participantes (n = 842), dos quais 580 (68.9%) do sexo feminino
e 262 (31,1%) do sexo masculino, com idades entre os 18 e 63 anos (M = 36,26; SD = 8,46).
Como instrumentos de investigação foram utilizadas adaptações para português das escalas
New General Self-Efficacy Scale (Chen et al., 2001), Perceived Organizational Support (Eisenberg
et al., 1986) e Cross-cultural Adaptation of the Individual Work Performance (Koopmans et al.,
2014).
Os resultados evidenciam forte capacidade preditiva da Autoeficácia no Desempenho de
Individual de Trabalho, estabelecendo-se como o efeito principal mais relevante neste estudo.
Conclui-se também que a Percepção de Suporte Organizacional promove um efeito
positivo, mas somente quando o trabalhador se encontra numa modalidade de trabalho que inclua
uma componente presencial, com efeitos positivos para a melhoria do desempenho de tarefa nos
sujeitos com baixa autoeficácia, assim como uma redução de atitudes prejudiciais relativamente à
organização em sujeitos com elevada autoeficácia.
ABSTRACT: This dissertation contributes to the study of individual and social phenomena associated with the challenges of adaptation to new work modalities: hybrid models or telework. Using a moderate moderation model, we investigated the effect of Organizational Support Perception (primary moderator) on the relationship between Self-efficacy perception (predictor variable) and Individual Work Performance (criterion variable), as well as variations in the effect at different levels of the Work Modality (secondary moderator). It followed a non-experimental design, with data collected in December 2021 and voluntary participation of professionals from Customer Services Support. The sample consisted of 842 participants (n = 842), of which 580 (68.9%) were female and 262 (31.1%) were male, aged between 18 and 63 years (M = 36.26; SD = 8.46). The instruments used were the Portuguese of the New General Self-Efficacy Scales (Chen et al., 2001), Perceived Organizational Support (Eisenberg et al., 1986) and Cross-cultural Adaptation of the Individual Work Performance (Koopmans et al., 2014). The results show a strong predictive capacity of Self-efficacy in the Performance of Individual Workers, establishing itself as the most relevant main effect in this study. It is also concluded that the Perception of Organizational Support promotes a positive effect, but only when the worker is in a work modality that includes an in-office component, with positive effects for the improvement of the task performance in subjects with low self-efficacy, as well as a reduction of harmful attitudes towards the organization in subjects with high self-efficacy.
ABSTRACT: This dissertation contributes to the study of individual and social phenomena associated with the challenges of adaptation to new work modalities: hybrid models or telework. Using a moderate moderation model, we investigated the effect of Organizational Support Perception (primary moderator) on the relationship between Self-efficacy perception (predictor variable) and Individual Work Performance (criterion variable), as well as variations in the effect at different levels of the Work Modality (secondary moderator). It followed a non-experimental design, with data collected in December 2021 and voluntary participation of professionals from Customer Services Support. The sample consisted of 842 participants (n = 842), of which 580 (68.9%) were female and 262 (31.1%) were male, aged between 18 and 63 years (M = 36.26; SD = 8.46). The instruments used were the Portuguese of the New General Self-Efficacy Scales (Chen et al., 2001), Perceived Organizational Support (Eisenberg et al., 1986) and Cross-cultural Adaptation of the Individual Work Performance (Koopmans et al., 2014). The results show a strong predictive capacity of Self-efficacy in the Performance of Individual Workers, establishing itself as the most relevant main effect in this study. It is also concluded that the Perception of Organizational Support promotes a positive effect, but only when the worker is in a work modality that includes an in-office component, with positive effects for the improvement of the task performance in subjects with low self-efficacy, as well as a reduction of harmful attitudes towards the organization in subjects with high self-efficacy.
Description
Dissertação de Mestrado realizada sob a
orientação de Professor Doutor Luís Andrade e
apresentada no ISPA – Instituto Universitário
para obtenção de grau de Mestre na especialidade
de Psicologia Social e das Organizações.
Keywords
Serviço ao cliente Teletrabalho Autoeficácia Percepção de suporte organizacional Desempenho individual de trabalho Moderação moderada Costumer service Telework Self-efficacy Perception of organizational support Individual work performance Moderated moderation