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Artigo Produção Nacional Revisado por pares
BIBTEX RIS

Green human resource management, corporate social responsibility and customer relationship management: relationship analysis in the Brazilian context

2020; Emerald Publishing Limited; Volume: 70; Issue: 7 Linguagem: Inglês

10.1108/ijppm-12-2019-0597

ISSN

1758-6658

Autores

Wesley Ricardo de Souza Freitas, Jorge Henrique Caldeira de Oliveira, Adriano Alves Teixeira, Nelson Oliveira Stefanelli,

Tópico(s)

Customer Service Quality and Loyalty

Resumo

Purpose This paper aims to analyze green human resource management's (GHRM’s) relationships with corporate social responsibility (CSR) and customer relationship management in Brazilian companies. Design/methodology/approach A sample of 142 companies – from the electro-electronics, mechanical metals, packaging, footwear and plastics industries – was examined using the partial least squares method. Findings The results reveal that GHRM practices positively influence CSR practices, which act as a moderating construct to positively influence customer relationship management. Research limitations/implications The results cannot be generalized due to the non-probabilistic sampling used; however, the results meet the requirements of the statistical methodology. Practical implications These findings contribute to business managers' decision-making, as they demonstrate that organizations must develop a consistent culture focused on social and environmental issues. This also reveals that the human resources field can contribute to developing a socially correct company, with the subsequent possibility of satisfying customers to retain and create customer loyalty. Social implications The results show that for a company to be sustainable from an economic, social, and environmental perspective, the involvement of human resource management is fundamental. Originality/value This paper contributes to academia by presenting a new theoretical model, tested using a sample of Brazilian companies, which illuminates GHRM as an area still under development.

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