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Liderazgo orientado a la gente encall centers

Author

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

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.

Suggested Citation

  • Federico R. León & Oswaldo Morales & Juan D. Ramos & Álvaro Goyenechea & Paul A. Rojas & José Meza & Andrés Burga-León, 2017. "Liderazgo orientado a la gente encall centers," Journal of Economics, Finance and Administrative Science, Emerald Group Publishing Limited, vol. 22(43), pages 154-167, November.
    • Handle: RePEc:eme:jefasp:jefas-03-2017-0058
    DOI: 10.1108/JEFAS-03-2017-0058
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