Legitimidade organizacional: uma conceitualização para a Ouvidoria Pública
DOI:
https://doi.org/10.23925/2178-0080.2022v24i2.56773Keywords:
Federal Institute of Higher Education., Organizational legitimacy., Public ombudsman.Abstract
The public ombudsman plays an important role in contributing to the improvement of services. By bringing users closer to the organization, it favors democratic aspects, such as social control. But barriers can be imposed on its activities, being necessary for it to gain legitimacy and strengthen itself to fulfill its role. Through qualitative research and content analysis, it was sought to analyze how the conceptualization of pragmatic legitimacy, defined by Suchman, is configured in the perspective of the public ombudsman. The results demonstrate that the inquired ombudsman move between the image of distrust and disbelief to an image of trustworthiness and credibility. Thus, they need to review their concepts, actions and organizational practices so that they become institutes imbued with a democratic role.
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