A gestão da acuracidade do estoque a partir da confiança na (sob) perspectiva da teoria das redes sociais: um estudo de caso em uma rede de supermercados na cidade de Manaus

Abstract

This study analyzes how trust, viewed through Social Network Theory, influences inventory accuracy in a supermarket chain in Manaus, focusing on the processes of receiving, storage, and dispatch of goods. With the general objective of identifying the factors that sustain operational trust to achieve ideal physical-accounting accuracy, specific objectives were defined: to map human, technological, and managerial elements; to detect trust indicators; and to evaluate the role of organizational culture. Methodologically, this is a qualitative case study, in which data were collected via an interview guide with open-ended questions from a convenience sample of 21 employees and analyzed using content analysis. The findings indicate that trust in suppliers and teams reduces recording errors and redundant controls, accelerates replenishment, and enhances strategic activities. Reliable ERP and WMS systems ensure real-time updates, while the organizational culture, by encouraging autonomy and psychological safety, strengthens support networks and spontaneous collaboration. It is concluded that relational trust is the primary foundation for developing accuracy, directly impacting loss prevention, decision-making, and competitiveness, with recommendations for continuous investments in training, ethical leadership, and well-being to consolidate effective internal social networks.