Palavras-chave
Organizational culture
Customer service
Literature review
Como Citar
Resumo
This article examined relationships among toxic leadership practices, organizational culture, and customer service quality, aiming to identify the mechanisms investigated, contextual conditions, and limits of the evidence. A critical literature review with qualitative synthesis was conducted, drawing on exploratory and expanded searches performed between September 24 and 26, 2026. The main synthesis included five empirical articles and four sources providing conceptual and methodological support. The analysis distinguished abusive supervision, leadership ostracism, organizational culture, and climate, as well as assessments provided by employees, supervisors, and customers. The studies reported relationships between supervisory practices and employee experiences, between abusive supervision and service performance, and between cultural characteristics and customer satisfaction. These relationships were investigated separately, in different settings and using different measures. The evidence did not establish a complete causal sequence linking abusive leadership, cultural change, and customer experience, nor did it support a single percentage estimate of harm to service quality. The review clarified these distinctions and presented questions for managerial diagnosis. The main limitations involved access-dependent selection, concentration in a small number of settings, and insufficient evidence specifically addressing Brazilian business-to-business sales. The review concluded that the studies provided a basis for broadening the analysis of customer service without supporting a single causal explanation or generalizations across all business settings.
Referências
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