Exploratory study of organizational ethical design and its impact through internal communication practices in a contact center.

Resumen

The theory of Ethical Organizational Design (OED) is conceived as relevant by permeating the organization's reason for being to facilitate its social interaction and orientation towards its purposes. The objective of this paper is to explore the social representations of the leaders of a contact center, Next Contact (a non-corporate outsourcing services company), concerning the veracity, reliability, sufficiency, and effectiveness of their internal communication practices of the mission, vision, and values, through data collection that involves the application of in-depth interviews, documentary review, and on-site observation. The empirical result contributes to the academic discussion about how a greater capacity for self-demand promotes the understanding and application of the organization's OED among its stakeholders.