JEFAS Vol. 22 Nº 43 (2017)

URI permanente para esta colecciónhttps://hdl.handle.net/20.500.12640/4131

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  • Miniatura
    ÍtemSolo Metadatos
    Liderazgo orientado a la gente en call centers
    (Universidad ESAN. ESAN Ediciones, 2017-12-01) León, Federico R.; Morales, Oswaldo; Ramos, Juan D.; Goyenechea, Álvaro; Rojas, Paul A.; Meza, José; Burga-León, Andrés
    Purpose – Call centers generate stress and absenteeism in staff and the literature suggests that peopleoriented 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.
  • Miniatura
    ÍtemSolo Metadatos
    Efectos de la realización de un megaevento deportivo sobre una economía local: el caso de los Juegos Mundiales 2013 Cali
    (Universidad ESAN. ESAN Ediciones, 2017-12-01) Aguado, Luis F.; Osorio, Ana M.; Arbona, Alexei; Peña-Vinces, Jesús C.
    Purpose – A summary of the economic impact resulting from the celebration of a sporting mega-event in the city of Cali Colombia is carried out in this article. Design/methodology/approach – The impacts are estimated by means of the systematic effects produced by the activities of investment/expenditure of the identified agents and the consequent multiplying effects captured from an input-output model. Findings – The World Games represented a new income flow to the city of Cali of $101.036 million pesos (=US$53.4 mill.) and 9.598 jobs were created (=7711 full-time jobs). Additionally 2174 foreign tourists and 11250 national tourists were attracted to the city. Originality/value – The article contributes with innovative aspects methodologically speaking useful for future studies of economic impact in cities with low tourismlocated in developing countries.