Author(s): Henrique Adriano de Sousa
Purpose: This investigation, thus, aims to understand institutional change from in person work to home office, triggered by an exogenous shock caused by a moment of crisis in a health insurance company.
Methodology: A qualitative interpretive study was carried out, through a single case study. Data were collected through interviews, observations and documents. Content analysis was used to analyze the data.
Findings: The results showed that, due to a ceremonial domain, in which culture is rooted, it is noted that there was a delay in technological advancement. The change was recognized on three fronts, recognition by the employee, the organization and as a good market practice. The occurrence of a progressive institutional change is highlighted, in which there was the insertion of new technological tools that made it possible to carry out the same activities in a remote, objective and satisfactory way, characterizing the increase in the dominance of instrumental values in relation to ceremonial values.
Originality: The research is original as it shows that ceremonial values continue to coexist in the organization's culture, maintaining the hybrid work model. The study advances theoretically by pointing out that exogenous shocks that shake the environment in which the work institution is inserted, lead to radical changes. Contributing to the demystification of the use of technological tools, leading to an advance in the business context and in the dynamics of work.