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

María Elena Saavedra Cotat; Juan Patricio Galindo Morav; José Angel Coronado Quintana

doi:10.29105/rinn13.25-1

Authors

María Elena Saavedra Cotat University of Sonora
Juan Patricio Galindo Morav Autonomous University of Nuevo León
José Angel Coronado Quintana University of Sonora

DOI:

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

Keywords:

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

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.

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