Liderazgo en un centro de atención telefónica de una empresa comercializadora y distribuidora de energía eléctrica en el noroeste de méxico

Autores/as

  • María Elena Saavedra Cotat UNIVERSIDAD DE SONORA
  • Juan Patricio Galindo Morav UANL
  • José Angel Coronado Quintana UNIVERSIDAD DE SONORA

DOI:

https://doi.org/10.29105/rinn13.25-1

Resumen

Abstract. Using the Multifactor Leadership theoretical model (Bass and Avolio, 1995) was diagnosed the perceived leadership style by 161 workers of a Regional Call Center of a Mexican public company in charge of distribution and marketing of electricity. We used the short version of the MLQ (Multifactor Leadership Questionnaire), Likert-scaled, validating its internal reliability (Cronbach's alpha for each dimension). Statistical analysis included the overall narrative and the use of structural equations (SPSS 19 and Amos, 19). Model results showed the data are consistent with the proposed research model, with a Chi2 (2)=51.26, df=31, p=0.012, 2/df=1.65, RMSEA=0.064, CFI =0.99, NFI=0.96 and TLI=.98). In general, all goodness of fit indicators manifest a good model fit. The results emphasized the importance of a good transactional leadership style complemented by a good transformational leadership style, to achieve good employee extra effort, effectiveness, and satisfaction.

Keywords: call center, leadership styles, structural equation, transformational leadership, transactional leadership

JEL: M50, C30.

Resumen. Mediante el modelo teórico del Liderazgo Multifactorial (Bass y Avolio, 1995) fue diagnosticado el liderazgo percibido por 161 trabajadores de un Centro de Atención Telefónica Regional, en una empresa pública, mexicana, distribuidora y comercializadora de electricidad. Se utilizó la versión corta del MLQ (Multifactor Leadership Questionnaire), conescalamiento de Líkert, validándose su confiabilidad interna (alpha de Cronbach pordimensión). El análisis estadístico comprendió la parte descriptiva general y el uso deecuaciones estructurales (SPSS, 19 y Amos, 19). Los resultados del modelo manifestaronque los datos concuerdan con el modelo de investigación propuesto, con una Chi2 (2)=51.26, gl=31, p=0.012, 2/gl=1.65), aceptándose Ha (RMSEA=.064, índices decomparación CFI=0.99, NFI=0.96y TLI=0.98). Los resultados enfatizaron la importancia del liderazgo transformacional complementado con el estilo transaccional para obtener la satisfacción del cliente, del empleado y la productividad de la organización.

Palabras claves: centro de atención telefónica, ecuaciones estructurales, estilos de liderazgo, liderazgo transformacional, liderazgo transaccional

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Publicado

2017-12-07

Cómo citar

Saavedra Cotat, M. E., Galindo Morav, J. P., & Coronado Quintana, J. A. (2017). Liderazgo en un centro de atención telefónica de una empresa comercializadora y distribuidora de energía eléctrica en el noroeste de méxico. Innovaciones De Negocios, 13(25). https://doi.org/10.29105/rinn13.25-1