A influência da motivação dos colaboradores no ambiente de trabalho em atendimento do setor varejista em supermercado de Oiapoque

Abstract

This study aims to analyze the influence of employee motivation in the workplace and its relationship with customer service in the retail supermarket sector in the municipality of Oiapoque, in the state of Amapá, Brazil. The research assumes that motivation is a key factor in organizational performance and service quality, especially in a context marked by high staff turnover, structural challenges, and specific regional socioeconomic characteristics. A qualitative and quantitative methodological approach was adopted, using questionnaires and semi-structured interviews with employees and managers of local supermarkets. The data were analyzed based on the theories of Maslow, Herzberg, McGregor, and Vroom, and complemented by discussions on organizational climate, corporate culture, compensation, and quality of work life. The results indicate that although employees report a reasonable level of satisfaction with the physical and interpersonal environment, there are weaknesses in leadership recognition and professional appreciation. It is concluded that motivation is directly associated with service quality and employee engagement, and it is essential for companies to adopt more humanized management practices focused on valuing human capital and strengthening internal relationships.