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Article
Publication date: 7 June 2021

Teresa Proenca and Helena Rodrigues

Call center is a large and growing sector worldwide and is facing important human resource management (HRM) and service challenges. The purpose of this study is to analyze…

Abstract

Purpose

Call center is a large and growing sector worldwide and is facing important human resource management (HRM) and service challenges. The purpose of this study is to analyze the impact of structural empowerment (SE) and psychological empowerment (PE) on customer satisfaction (CS) through employee job satisfaction (JS) at a call center in Portugal.

Design/methodology/approach

Data were collected by means of a survey handed over personally to 267 employees at the call center of a telecommunication company. This was then linked to their respective net promoter score (CS) provided by the call center. Confirmatory factor analysis and structural equation modeling were used as analytical tools.

Findings

SE affects PE, and both have a positive impact on JS. Empowerment impacts CS: SE positively affects CS mediated by PE; and PE affects CS mediated by JS.

Practical implications

This study emphasizes the importance of the use of organizational practices of SE in call centers to achieve two important organizational outcomes: employee JS and CS.

Originality/value

This study tests a process model involving two domains, HRM (employee side) and service delivery (customer side), which are traditionally dealt with separately in the context of call centers. This helps to understand how HRM polices are connected to CS. Although some of these relationships have been studied separately in different contexts, the research offers a strong methodological design by linking employee perceptions of empowerment with data provided by the firm on CS.

Objetivo

O setor dos call centers é grande e está em crescimento em todo o mundo, enfrentando importantes desafios de Gestão de Recursos Humanos (GRH) e de Serviços. O objetivo principal deste estudo é analisar o impacto do empoderamento estrutural (EE) e do empoderamento psicológico (EP) na satisfação do cliente (SC) através da satisfação no trabalho (ST) dos colaboradores de um call center em Portugal.

Desenho/Metodologia

Os dados foram recolhidos por meio de um questionário entregue pessoalmente a 267 funcionários do call center de uma empresa de telecomunicações. Esses dados foram ligados aos dados fornecidos pela empresa em relação à satisfação do cliente para cada colaborador, utilizando o net promoter score. A análise fatorial confirmatória e a modelagem de equações estruturais foram utilizadas como ferramentas analíticas.

Resultados

O EE afeta o EP e ambos têm um impacto positivo na ST. O empoderamento impacta a SC: i) o EE afeta positivamente a SC mediada por o EP; ii) o EP afeta a SC mediado pela ST.

Implicações práticas

Este estudo enfatiza a importância do uso de práticas organizacionais de EE em call centers para atingir dois resultados organizacionais importantes: a ST do funcionário e a SC.

Originalidade/Valor

Este estudo testa um modelo processual envolvendo dois domínios, a gestão de recursos humanos (lado do funcionário) e a entrega de serviços (lado do cliente) no contexto de call centers, que tradicionalmente são tratados separadamente. O estudo ajuda a entender como as políticas de GRH estão conectadas à SC. Embora algumas dessas relações tenham sido estudadas separadamente em diferentes contextos, a pesquisa oferece um forte desenho metodológico ao vincular as perceções dos funcionários sobre o empoderamento com os dados fornecidos pela empresa sobre a satisfação do cliente.

Objetivo

El sector de los centros de llamadas es grande y está creciendo en todo el mundo, y se enfrenta a importantes desafíos de gestión de recursos humanos y servicios. El objetivo principal de este estudio es analizar el impacto del empoderamiento estructural (EE) y el empoderamiento psicológico (EP) en la satisfacción del cliente (SC) a través de la satisfacción laboral (SL) de los empleados de un centro de llamadas en Portugal.

Diseño/Metodología

Los datos fueron recolectados mediante una encuesta entregada personalmente a 267 empleados en el centro de llamadas de una empresa de telecomunicaciones. Estos datos se vincularon a los datos proporcionados por la empresa en relación con la satisfacción del cliente de cada empleado, utilizando el net promotor score. El análisis factorial confirmatoria y el modelado de ecuaciones estructurales se utilizaron como herramientas analíticas.

Resultados

El EE afecta el EP y ambas tienen un impacto positivo en la SL. El empoderamiento impacta el SC: i) EE afecta positivamente el SC mediado por el EP; ii) El EP afecta a la SC mediada por la SL.

Implicaciones practices

Este estudio enfatiza la importancia de utilizar prácticas organizacionales de EE en los centros de llamadas para lograr dos importantes resultados organizacionales: la SL del empleado y la SC.

Originalidad/Valor

Este estudio prueba un modelo de proceso que involucra dos dominios, la gestión de recursos humanos (lado del empleado) y la prestación de servicios (lado del cliente) en el contexto de los centros de llamadas, que tradicionalmente se tratan por separado. El estudio ayuda a comprender cómo las políticas de recursos humanos están conectadas a SC. Aunque algunas de estas relaciones se han estudiado por separado en diferentes contextos, la investigación ofrece un sólido diseño metodológico al vincular las percepciones de empoderamiento de los empleados con los datos proporcionados por la empresa sobre la satisfacción del cliente.

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Article
Publication date: 24 July 2019

Federico R. León and Oswaldo Morales

The purpose of this paper is to provide evidence on the role of tenure as a moderator of the effects of job insecurity (JI) and employability on turnover intentions and…

Abstract

Purpose

The purpose of this paper is to provide evidence on the role of tenure as a moderator of the effects of job insecurity (JI) and employability on turnover intentions and absenteeism and will demonstrate its importance in personnel research and theorization.

Design/methodology/approach

Data from a sample of client service representatives of a Peruvian call centre (n=268) were analysed. Tests of hypotheses targeted the intact group as a whole and divided into short (3–10 months), medium (11–14 months) and long job tenure groups (15–37 months).

Findings

Results of general linear models revealed that the effects of JI on turnover intention observed in the intact group were aligned with those seen within each of the tenure groups. However, this was not the case for the effects of JI on absenteeism or the effects of employability on turnover intention and absenteeism. A comparison of results of various regression models indicated that the effects of JI and employability on absenteeism differed in meaningful ways across the intact group and the tenure groups.

Research limitations/implications

The evidence does not reveal whether the observed differences stem from dynamic personnel selection processes or whether they express different relationships between the variables at various stages of an employee’s trajectory in an organization.

Practical implications

Human resource managers at call centres will be stimulated to re-evaluate the costs and benefits of promoting tenure, and journal editors will have to consider requesting the inclusion of tenure as a variable in studies focussing on organizations with high turnover.

Originality/value

This study is the first to prove that the effects of JI and employability on turnover intention and absenteeism vary across job tenure levels. It also shows the importance of addressing tenure in personnel research and theorization.

Propósito

En este artículo se desea proporcionar evidencia sobre el rol de la antigüedad como moderador de los efectos de la inseguridad en el trabajo y la empleabilidad sobre las intenciones de irse y el ausentismo y demostrar su importancia en la teorización e investigación sobre el personal.

Diseño/metodología/enfoque

Se analizó datos de una muestra de representantes de servicios al cliente de un centro de llamadas peruano (n=268). Las pruebas de hipótesis abordaron al grupo intacto como un todo y dividido en grupos de antigüedad corta (3–10 meses), media (11–14 meses) y larga (15–37 meses).

Hallazgos

Los resultados de modelos lineales generales revelaron que los efectos de la inseguridad en el trabajo sobre la intención de irse observados en el grupo intacto estaban alineados con aquellos vistos dentro de cada grupo de antigüedad. Sin embargo, este no era el caso de los efectos de la inseguridad en el trabajo sobre el ausentismo o los efectos de la empleabilidad sobre la intención de irse y el ausentismo. Una comparación de los resultados de varios modelos de regresión indicaron que los efectos de la inseguridad en el trabajo y la empleabilidad sobre el ausentismo diferían de manera significativa entre el grupo intacto y los grupos de antigüedad.

Limitaciones de la investigación

La evidencia no indica si las diferencias observadas provienen de procesos dinámicos de selección del personal o si expresan relaciones diferentes entre las variables en diversos momentos de la trayectoria del empleado en la organización.

Implicancias prácticas

Los gerentes de recursos humanos en centros de llamadas serán estimulados a reevaluar los costos y beneficios de promover la antigüedad y los editores de revistas científicas tendrán que considerar pedir la inclusión de la antigüedad como una variable en los estudios enfocados en organizaciones con altas tasas de rotación de personal.

Originalidad/valor

Este estudio es el primero en demostrar que los efectos de la inseguridad en el trabajo y la empleabilidad sobre las intenciones de irse y el ausentismo varían a través de niveles de antigüedad del personal. También muestran la importancia de abordar la antigüedad en la teorización e investigación sobre el personal.

Details

Academia Revista Latinoamericana de Administración, vol. 32 no. 3
Type: Research Article
ISSN: 1012-8255

Keywords

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Article
Publication date: 1 April 1967

W. Hunziker

Die Frage «Wie weit kann die öffentliche Hand den Fremdenverkehr fördern?» unterstellt bereits die vollzogene Tatsache der staatlichen Förderung des Fremdenverkehrs. Sie…

Abstract

Die Frage «Wie weit kann die öffentliche Hand den Fremdenverkehr fördern?» unterstellt bereits die vollzogene Tatsache der staatlichen Förderung des Fremdenverkehrs. Sie scheint diese hinzunehmen, ja sogar davon auszugehen, dass der Staat den Fremdenverkehr fördern soll, vielleicht sogar muss, wobei es dann, nur noch einen Schritt bis zur Untersuchung und zum Entscheid darüber bedeuten würde, wie weit er iiberhaupt zu gehen imstande ist, um das apodiktisch feststehende Gebot der staatlichen Unterstüzung maximal zu erfüllen.

Details

The Tourist Review, vol. 22 no. 4
Type: Research Article
ISSN: 0251-3102

Content available
Article
Publication date: 28 February 2019

Eugenio del Busto, María Matilde Ceballos Martín and Raúl Pérez Guerra

El presente trabajo indaga acerca del estado actual de la legislación de alojamiento turístico bajo la modalidad de apartamentos turísticos y viviendas de uso turístico en España.

Abstract

Propósito

El presente trabajo indaga acerca del estado actual de la legislación de alojamiento turístico bajo la modalidad de apartamentos turísticos y viviendas de uso turístico en España.

Diseño/metodología/enfoque

Se trata de una investigación exploratoria centrada en el análisis de una tipología específica dentro del subsector hospedaje. Se basa en un trabajo de gabinete (recopilación bibliográfica y normativa).

Recomendaciones

Como resultado, se advierte que la legislación de alojamiento turístico bajo la modalidad de apartamentos y viviendas de uso turístico en España ha experimentado un creciente desarrollo en la última década y presenta un importante nivel de dispersión, un alto grado de heterogeneidad en los criterios de categorización, y en algunos casos falta de incorporación de aspectos claves como la accesibilidad, la calidad y la sostenibilidad.

Originalidad/valor

La originalidad del estudio se fundamenta en el análisis comparativo de la regulación que las Comunidades Autónomas realizan de esta modalidad de alojamiento turístico denominada en la mayoría de las normativas analizadas de apartamentos turísticos y viviendas de uso turístico. El trabajo comprende un estudio actualizado de la legislación autonómica en la materia.

Details

Journal of Tourism Analysis: Revista de Análisis Turístico, vol. 26 no. 1
Type: Research Article
ISSN: 2254-0644

Keywords

Content available
Article
Publication date: 6 November 2017

Federico R. León, Oswaldo Morales, Juan D. Ramos, Álvaro Goyenechea, Paul A. Rojas, José Meza and Andrés Burga-León

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…

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.

Details

Journal of Economics, Finance and Administrative Science, vol. 22 no. 43
Type: Research Article
ISSN: 2077-1886

Keywords

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Article
Publication date: 3 August 2015

Enrique Ogliastri and Elvira Salgado

This issue is dedicated to the memory of Luis J. Sanz and this editorial is made up of three parts: an account of his work with the journal, words from the editor…

Abstract

This issue is dedicated to the memory of Luis J. Sanz and this editorial is made up of three parts: an account of his work with the journal, words from the editor (2001-2013), and a brief CV which he had written shortly before his passing.

Resumen

Este número se dedica a la memoria de Luis J. Sanz y este editorial consta de tres partes. Un recuento de su trabajo con la revista, el recuerdo de la editora 2001-2013, y un breve CV que él mismo escribió poco antes de su muerte.

Details

Academia Revista Latinoamericana de Administración, vol. 28 no. 3
Type: Research Article
ISSN: 1012-8255

Content available
Article
Publication date: 17 May 2018

Jaime Sierra

Este artículo aborda la relación emergente entre la sociedad civil y el sistema de innovación en América Latina y el Caribe –la financiación de la innovación, en…

Abstract

Propósito

Este artículo aborda la relación emergente entre la sociedad civil y el sistema de innovación en América Latina y el Caribe –la financiación de la innovación, en particular– con la intención de sugerir una perspectiva conceptual diferenciada y plantear algunos de los interrogantes más relevantes en la actualidad.

Enfoque

Existe una desconexión estructural entre la sociedad civil y el mundo de la innovación. Empero, la exploración de las divergencias entre las perspectivas neo-institucional y neo-evolucionista de la triple hélice permite plantear que la evolución de los financiadores en distintos contextos puede generar una articulación emergente. Los efectos sobre la “sistematicidad” existente, en particular en América Latina y el Caribe, dependerán en buena medida del enfoque conceptual adoptado y de su institucionalización en términos de reestructuración de la sistematicidad de los sistemas de innovación y su governance.

Hallazgos

La evolución de las relaciones entre los mecanismos de financiación emergentes y los proyectos innovadores en América Latina y el Caribe constituye tanto una oportunidad como un peligro. Si se logra re-estructurar la “sistematicidad”, la región podría seguir una senda con altas expectativas; si persisten las sub-dinámicas tradicionales, el fenómeno emergente podría verse despojado de todo su potencial.

Contribución

Se propone un análisis conceptual y práctico diferente del tema de la financiación de la innovación, con énfasis en el caso latinoamericano y caribeño. Adicionalmente, se sugieren vías de investigación que permiten reducir la incertidumbre sobre la relación entre los actores del sistema de innovación y la sociedad civil y su impacto potencial.

Palabras clave

Crowd-funding, América Latina y el Caribe, Cuarta hélice, Financiación de la innovación, Sistemas de innovación

Tipo de artículo

Trabajo de investigación

Purpose

The purpose of this paper is to deal with the emerging relationship between civil society and the innovation system in Latin America and the Caribbean – the financing of innovation, particularly – with the intention of suggesting a differentiated conceptual perspective and raising some of the most relevant questions presently.

Approach

There is a structural disconnect between civil society and the world of innovation. However, the exploration of the divergences between the neo-institutional and neo-evolutionist perspectives of the triple helix makes it possible to state that the evolution of funders in different contexts can generate an emerging articulation. The effects on the existing "systemness", particularly in Latin America and the Caribbean, will depend to a large extent on the conceptual approach adopted and on its institutionalization in terms of restructuring the systemness of innovation systems and their governance.

Findings

The evolution of the relationships between emerging financing mechanisms and innovative projects in Latin America and the Caribbean constitutes both an opportunity and a risk. If "systemness" is restructured, the region could follow a path with high expectations; if traditional sub-dynamics persist, the emerging phenomenon could be stripped of its full potential.

Contribution

A different conceptual and practical analysis of the topic of financing innovation is proposed, with emphasis on the Latin American and Caribbean case. Additionally, research paths are suggested that reduce uncertainty about the relationship between the actors of the innovation system and civil society and its potential impact.

Details

Journal of Economics, Finance and Administrative Science, vol. 23 no. 45
Type: Research Article
ISSN: 2077-1886

Keywords

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Article
Publication date: 3 August 2015

Luis Sanz, Francisco A. Leguizamón R. and Guillermo Edelberg

This case study examines the Argentinian privatization process that occurred in the early 1990s and which marked the start of the third phase of the history of public…

Abstract

This case study examines the Argentinian privatization process that occurred in the early 1990s and which marked the start of the third phase of the history of public services in the country. The research focusses on the role played by a group of private companies in the privatization of the Buenos Aires Subway, an icon of the modernization of mass passenger transportation. It explores the background to the process, the alternative selling options available to the government and concerning the degree of public control that would be retained. It examines the effects of privatization on the economy of the country, on government debt and on the workers who lost their jobs as a result of the sale. The paper ends by describing the measures were taken during the transition from a bureaucratic management model to an entrepreneurial one.

Resumen

El caso examina el proceso de privatización en la Argentina a comienzos de los años 90..s cuando inició la tercera fase en la historia de los servicios públicos de ese país. Se centra en la exploración del proceso de transición hacia un conjunto de empresas privadas del Subterráneo de Buenos Aires, icono de modernización del transporte masivo de pasajeros Explora los antecedentes, las alternativas de venta por parte del gobierno, así como las relacionadas con el grado de control en manos de este último. Explora los efectos sobre la economía del país, la deuda del gobierno y el impacto sobre los trabajadores que no serían contratados luego de la privatización. Termina describiendo los cuidados adoptados en la transición desde una gestión de índole burocrática a otra de carácter empresarial.

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Article
Publication date: 1 January 2006

Elia Marzal

The object of this research is the reconstruction of the existing legal response by European Union states to the phenomenon of immigration. It seeks to analyse the process…

Abstract

Purpose

The object of this research is the reconstruction of the existing legal response by European Union states to the phenomenon of immigration. It seeks to analyse the process of conferral of protection.

Design/methodology/approach

One main dimension is selected and discussed: the case law of the national courts. The study focuses on the legal status of immigrants resulting from the intervention of these national courts.

Findings

The research shows that although the courts have conferred an increasing protection on immigrants, this has not challenged the fundamental principle of the sovereignty of the states to decide, according to their discretionary prerogatives, which immigrants are allowed to enter and stay in their territories. Notwithstanding the differences in the general constitutional and legal structures, the research also shows that the courts of the three countries considered – France, Germany and Spain – have progressively moved towards converging solutions in protecting immigrants.

Originality/value

The research contributes to a better understanding of the different legal orders analysed.

Details

Managerial Law, vol. 48 no. 1/2
Type: Research Article
ISSN: 0309-0558

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Article
Publication date: 24 May 2013

Juan Carlos Ruiz Väsquez

The purpose of this paper is to discuss the extent and impact of corruption on public trust and on the stability of the Colombian police. The effectiveness of public…

Abstract

Purpose

The purpose of this paper is to discuss the extent and impact of corruption on public trust and on the stability of the Colombian police. The effectiveness of public controls, civilian oversight, and overseeing bodies is evaluated to determine the degree of impunity and the level of independence from other agencies of control.

Design/methodology/approach

The research in this study is based on data analyses of surveys, interviews, and an observational approach. This paper considers four general surveys, namely: Latinobarómetro, Iberobarómetro, Global Corruption Barometer, Corruption Perception Indexes, and World Values Survey. The observation consisted of accompanying Bogotá police department teams for two months during the evenings between 10 p.m. and 7 a.m. This study draws upon 20 interviews with police officers of all ranks. Additionally, an informal observation of police activities during the night was carried out to discover the occurrence of corruption, which was impossible to reveal by a more formal observation.

Findings

Although corruption in the Colombian police force is presumably a generalized phenomenon, it is still one of the most appreciated agencies among Colombians. However, scandals have been cleverly mitigated by rhetoric and apparent purges and the setting‐up of inoffensive mechanisms of control. Internal inspection and civilian oversight have been weakened – rendered ineffective by an increasingly powerful police leadership.

Research limitations/implications

Since corruption is a concealed phenomenon, its analysis always causes problems. Police officers are reluctant to talk about the problem and there is an organizational denial of the phenomenon.

Originality/value

The paucity of academic research on police forces in Latin America is still apparent and the field of study lacks a real degree of specialization. Similarly, there has been no empirical examination of issues pertaining to the study of the modern Colombian force. This paper thus attempts to compensate for the lack of empirical research on the Colombian police. It contributes to the overall literature on police corruption by explaining the organizational features of bribing and police corruption on the beat.

Details

Policing: An International Journal of Police Strategies & Management, vol. 36 no. 2
Type: Research Article
ISSN: 1363-951X

Keywords

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