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

Resultado de la investigación: Contribución a una revistaArtículoInvestigaciónrevisión exhaustiva

1 Cita (Scopus)

Resumen

© 2017, © Federico R. León, Oswaldo Morales, Juan D. Ramos, Álvaro Goyenechea, Paul A. Rojas, José Meza and Andrés Burga-León. 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.
Idioma originalInglés estadounidense
Páginas (desde-hasta)154-167
Número de páginas14
PublicaciónJournal of Economics, Finance and Administrative Science
DOI
EstadoPublicada - 1 ene 2017

Huella dactilar

Call centres
Absenteeism
Supervision
Customer service
Methodology
Workers
Shift work
Contingency
Morale
Staff
Managers
Questionnaire
Leadership effectiveness
Organizational values

Citar esto

León, F. R., Morales, O., Ramos, J. D., Goyenechea, Á., Rojas, P. A., Meza, J., & Burga-León, A. (2017). Liderazgo orientado a la gente en call centers. Journal of Economics, Finance and Administrative Science, 154-167. https://doi.org/10.1108/JEFAS-03-2017-0058
León, Federico R. ; Morales, Oswaldo ; Ramos, Juan D. ; Goyenechea, Álvaro ; Rojas, Paul A. ; Meza, José ; Burga-León, Andrés. / Liderazgo orientado a la gente en call centers. En: Journal of Economics, Finance and Administrative Science. 2017 ; pp. 154-167.
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León, FR, Morales, O, Ramos, JD, Goyenechea, Á, Rojas, PA, Meza, J & Burga-León, A 2017, 'Liderazgo orientado a la gente en call centers', Journal of Economics, Finance and Administrative Science, pp. 154-167. https://doi.org/10.1108/JEFAS-03-2017-0058

Liderazgo orientado a la gente en call centers. / León, Federico R.; Morales, Oswaldo; Ramos, Juan D.; Goyenechea, Álvaro; Rojas, Paul A.; Meza, José; Burga-León, Andrés.

En: Journal of Economics, Finance and Administrative Science, 01.01.2017, p. 154-167.

Resultado de la investigación: Contribución a una revistaArtículoInvestigaciónrevisión exhaustiva

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