ESTUDO FENOMENOLÓGICO DA PRESTAÇÃO DE SERVIÇO BANCÁRIO-FINANCEIRO
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Resumo
O assunto desse estudo é a experiência vivida sob a ótica fenomenológica, objetivando verificar a troca de papeis executada por clientes de serviços bancário-financeiros em seu processo de coprodução ao tomarem decisões de investimentos. O levantamento de informações primárias e a análise das evidências obedeceram ao método fenomenológico, com o apoio de levantamento bibliográfico pertinente, na busca por temas capazes de captar a essência das experiências dos participantes. Como resultado foram identificados dois temas superordenados – o cuidado-responsabilidade para com o dinheiro, e a confiança no analista financeiro – em torno dos quais dois temas gravitacionais emergiram: o desejo de coproduzir, e a percepção da delegação mesclada à auto culpa. Concluiu-se que, fenomenologicamente, a troca de papéis durante a interface estudada é vista como vetor de criação de valor, considerando a forma como os sujeitos perceberam o controle/participação no processo de prestação de serviços financeiros, e o alto nível de significância dessa coprodução – já que envolve dinheiro – combinados com a percepção de auto culpa.
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Esta obra está licenciada sob uma licença Creative Commons Atribuição 4.0 Internacional.
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