Liderazgo orientado a la gente en call centers

Federico R. León, Oswaldo Morales, Juan D. Ramos, Álvaro Goyenechea, Paul A. Rojas, José Meza, Andrés Burga-León

Research output: Contribution to journalArticlepeer-review

1 Scopus citations

Abstract

Purpose: Call centers generate stress and absenteeism in staff and the literature suggests that people-oriented leadership is the right way of supervision for such a situation. This study compared its effects versus those of other types of leadership. Methodology: Absentee data of 379 representatives of customer services of a Peruvian call center were analyzed and the representatives answered a questionnaire about the Framework of Values in Competition and its four types of leadership. Day and night work shifts were compared. Results: It was observed that absenteeism declines with people-oriented leadership, although only during the day shift, and the addition of leadership oriented to change, results and control devalues models. Limitations/implications: Future studies should cover the performance of the worker. The findings suggest a need to re-focus the theoretical focus on environmental contingencies that affect leadership effectiveness. Originality/value: Leadership theorists will ask themselves in what circumstances the multiple leadership is effective. Call center managers will appreciate the organizational value of people-oriented leadership at the first level of supervision.

Original languageAmerican English
Pages (from-to)154-167
Number of pages14
JournalJournal of Economics, Finance and Administrative Science
Volume22
Issue number43
DOIs
StatePublished - 1 Jan 2017

Keywords

  • Absenteeism
  • Call center
  • Framework of values in competition
  • Organizational theory and behaviour
  • People-oriented leadership
  • Personnel management

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