Liderazgo situacional y su influencia en el desempeño laboral de los colaboradores del Centro de Atención al Cliente Claro oficina Trujillo - 2016
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Fecha
2016Autor(es)
De la Cruz Leyva, Sara Maercedes
Ramirez Moreno, Renato Alfonso
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Liderazgo Situacional y su Influencia en el desempeño laboral de los colaboradores del Centro de atencion al cliente CLARO oficina Trujillo - 2016 The following research was developed with the purpose of determining the
situational leadership and its influence on the job performance of employees in the
Customer Service Center Claro – Trujillo Office in the year 2016.
The research problem is: “¿How can situational leadership influence the job
performance of employees in the Customer Service Center Claro – Trujillo
Office in the year 2016? “Moreover, the hypothesis is: “Situational leadership
influences positively on the job performance of employees in the Customer
Services Center Claro – Trujillo Office 2016”.
We conducted an investigation to a population represented by employees in the
Customer Service Center Claro – Trujillo Office (26 people). In the sample we
considered 25 Customer Advisors and 1 Administrator.
We used inductive, deductive, analytical and statistical methods; and finally, data
collection was done through a survey to determine the Level of Situational
Leadership of the Leader and a survey to determine the influence of Situational
Leadership on collaborators of the employees in the Customer Service Center –
Claro Trujillo, each item with alternative answers.
The results were presented in statistical tables, which provided data and
conclusions among which stand out: the situational leadership applied employees
in the Customer Service Center Claro – Trujillo has a positive impact on their job
performance, by clarifying the objectives within the organization and creating a
strong willingness in each of their jobs, managing to improve the performance of
each one of the employees, allowing a better organizational climate.
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- Administración [795]