Liderazgo orientado a la gente en call centers

• Autores: León, Federico R., Morales, Oswaldo, Ramos, Juan D., Goyenechea, Álvaro, Rojas, Paul A., Meza, José, Burga León, Andrés
• Formato: artículo
• Fecha de Publicación: 2017
• Institución: Universidad ESAN
• Repositorio: Revistas - Universidad ESAN
• Lenguaje: español
• OAI Identifier: oai:ojs.pkp.sfu.ca:article/119
• Enlace del recurso: https://revistas.esan.edu.pe/index.php/jefas/article/view/119
• Nivel de acceso: acceso abierto
• Materia: Personnel management; Organizational theory and behaviour; Call center; Absenteeism; People-oriented leadership; Framework of values in competition; Gerencia de Recursos Humanos; Liderazgo orientado a la gente; Marco de valores en competencia; Teoría y comportamiento organizacional

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. Doi: https://doi.org/10.1108/JEFAS-03-2017-0058