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Using a proposed model, the purpose of this paper is to categorize small and medium enterprises’ (SMEs) owners/managers’ perceptions of customer service, and of the manifestations and observable behaviors in relation to the most frequent repercussions of domestic violence in the workplace.

A sample of 73 SME owners/managers was selected; a survey with 44 variables was used for data collection; and factorial and canonical analysis techniques were used to analyze the data.

The following were found: among the most frequent manifestations of domestic violence in SME customer services, there are four categories that explain 69.46 percent of the model of variance: threats and continuous absences, frequent mistakes and bad relationships, physical damage/lack of concentration and negative manifestation with low self-esteem; among observable behavior at the workplace, there are four categories that explain 65.35 percent of the model of variance: lack of concentration/tearfulness, fear/insecurity, limited attention to customers and continuous threats; finally there is a 96.70 percent probability of the SMEs’ productivity being affected (loss of customers and low production), through three manifestations of domestic violence detected in the employees: tiredness, sleepiness and tearfulness.

This research is circumscribed to only one geographical zone in Puerto Rico.

Even only three manifestations of domestic violence in workers will significantly decrease productivity. When SME managers detect these, they can take action to mitigate the problem for the benefit of the workers.

This study is a pioneer proposal in its analytical quantitative approach on domestic violence in Puerto Rico and its repercussions on the productivity of the service sector, using canonical analysis.

Este estudio categoriza mediante un modelo propuesto, la percepción que tienen los gerentes/dueños de pequeñas y medianas empresas (pymes) de servicio al cliente, sobre las manifestaciones y los comportamientos observables con respecto a las repercusiones más frecuentes que tiene la violencia doméstica en el lugar de trabajo.

Se seleccionó una muestra de 73 dueños/gerentes de pymes; como herramienta de recolección de datos se utilizó una encuesta con 44 variables y para encontrar los resultados se usaron técnicas de análisis factorial y análisis canónico.

Se encontró lo siguiente: 1) entre las manifestaciones más frecuentes de violencia doméstica en las pymes de servicio al cliente, existen cuatro categorías que explican un 69.46% de varianza del modelo: amenazas y ausencias continuas, errores frecuentes y mala relación, daños físicos/desconcentración y manifestaciones negativas con baja autoestima; 2) entre los comportamientos observables en el lugar de trabajo, existen cuatro categorías que explican el 65.35% de varianza del modelo: falta de concentración/lloroso, temor/inseguridad, poca atención a clientes y amenazas continuas; finalmente 3) las pymes son afectadas en su productividad (pérdida de clientes y baja producción) con una probabilidad del 96.70% cuando se detectan en los trabajadores, tres manifestaciones de violencia domestica: cansado/a, dormido/a y lloroso/a.

Los dueños o gerentes de pymes al detectar en sus trabajadores solo tres manifestaciones de violencia doméstica es probable que tengan un efecto significativo en la disminución de su productividad y ayudará para que los gerentes tomen acciones a fin de mitigar este problema en beneficio de sus trabajadores.

esta investigación está solo circunscrita a una zona geográfica de Puerto Rico.

Propuesta analítica cuantitativa pionera sobre la violencia doméstica en PR y sus repercusiones en la productividad en el sector servicios, usando análisis canónico.

This issue includes five of the best papers, from six different countries, presented in the Cladea Assembly of 2015. This introduction summarises the papers and presents an analysis of Latin American publications on management, and of the advantages and conditions for international collaboration. The first article looks at the positive impact of the decentralization of decision-making processes and the formalisation of work in the innovation of small and medium enterprises. The second studies the fear of failure in work and its relationship to demographic variables. The third analyses the impact of the domestic violence suffered by workers on customer services in Puerto Rican companies. The fourth discusses the relationship between teleworking and the work-family conflict, and finally, the fifth is aimed at optimising the management of dependent demand inventory systems.

This issue includes five articles chosen among the best papers presented at the Cladea Assembly of 2015 organised by Universidad de Valparaíso (Chile). The articles were sent in from Brazil, Chile, Colombia, Costa Rica, Spain, and Puerto Rico, and were the best assessed in the fields of organisational behaviour, leadership and human capital management, entrepreneurships and SMEs, technology management and innovation, and operations management and value chains.

The selection process began with the evaluation of the works sent to the conference for each topic. The author wish to thank the organisers, those in charge of each topic, and all the evaluators that helped select the best works. In particular, we thank Sergio Olavarrieta, José Ernesto Amorós, Jorge Ayala, Silvio Borrero, Daniel Cabrera, Reinaldo Calvo, Consuelo García, Valeska Geldres, Jorge Gilbert, Olga Pizarro, José Antonio Robles, and Jorge Tarzijan. Authors interested in publishing their articles were asked to send in a revised version. These new versions were then subjected to a double blind evaluation, and subsequent revisions until reaching the current publication. This has been a collective process in which dozens of academics from all the Cladea schools and countries have taken part.

Este número incluye cinco de los mejores trabajos presentados en la asamblea de Cladea 2015, provenientes de seis países. En la presente introducción se resumen y comentan los trabajos, se ofrece un análisis acerca de las publicaciones latinoamericanas sobre gerencia y de las ventajas y condiciones de la colaboración internacional. El primer artículo analiza el positivo impacto de la descentralización de las decisiones y la formalización del trabajo en la innovación de las PYMES. El segundo estudia el miedo al fracaso en el trabajo y su relación con variables demográficas. El tercero analiza el impacto en el servicio al cliente de la violencia doméstica experimentada por trabajadoras en empresas de Puerto Rico. El cuarto estudia la relación entre el trabajo a distancia en el hogar (teletrabajo) y el conflicto familia-empresa. El quinto se orienta a optimizar el manejo de inventarios en sistemas con demanda dependiente.

En este número publicamos cinco artículos escogidos entre las mejores ponencias presentados en la Asamblea de CLADEA 2015 organizada por la Universidad de Valparaíso (Chile). Los artículos provienen de Brasil, Chile, Colombia, Costa Rica, España y Puerto Rico, y fueron los mejor evaluados en los temas de comportamiento organizacional, liderazgo y gestión del capital humano, emprendimientos y PYMES (pequeña y mediana empresa), gestión tecnológica e innovación, y gestión de operaciones y cadena de valor.

El proceso de selección se inició por las evaluaciones que se hicieron en cada tema para aceptar los trabajos enviados a la asamblea. Debemos agradecer a los organizadores, a los encargados de cada tema y a todos los evaluadores que permitieron tener una selección de los mejores trabajos, en especial a Sergio Olavarrieta, José Ernesto Amorós, Jorge Ayala, Silvio Borrero, Daniel Cabrera, Reinaldo Calvo, Consuelo García, Valeska Geldres, Jorge Gilbert, Olga Pizarro, José Antonio Robles, y Jorge Tarzijan. Posteriormente desde esta revista procedimos a solicitar versiones revisadas a los autores que estuvieran interesados en publicarlos, versiones sometidas a evaluación doble ciego, que llevaron a posteriores revisiones hasta la publicación actual. Ha sido un proceso colectivo donde participaron docenas académicos de todas las escuelas y países de Cladea.

Much of the research on intimate partner violence focuses on adults, and little of it emanates from the Global-South. The study reported upon in this chapter is aimed at addressing these gaps. Adopting a Southern Feminist Framework, it discusses findings from interviews with Brasilian and Australian advocates working on prevention of youth IPV. Participants from both countries noted disturbing instances of digital coercive control among the youth with whom they work, as well as underlying factors such as gender-based discrimination that simultaneously contribute to the prevalence of such behaviors, as well as their normalization among young people. However, they also emphasized the positive role that technology can play in distributing educational programming that reaches young people where they are and circumvents conservative agendas that in some cases keep education about gender discrimination and healthy relationships out of schools.

This study provides an in-depth understanding of the structural and contextual factors that foster or hinder the educational pathways and employment opportunities of young refugees and asylum-seekers in Catalonia (Spain), and how their expectations and aspirations vary and change before and after forced migration. The authors implemented a multimodal ethnographic methodology that explore, the potential of photography, to analyze how these young people, belonging to differentiated social locations – class, ethnicity, status, gender, and/or sexual orientation – have been exposed to similar systems of oppression. These systems function at their mutual intersection within a general matrix of domination. The vulnerability of asylum-seeker status is the main obstacle to social integration. However, these young people stand out for their great capacity for resilience and a strong desire to advance in education as a proactive response that helps them resist new “structural and contextual oppression” in the host society.

Domestic violence is a global social and public health problem for which several awareness campaigns have been conducted. Therefore, it is necessary to understand the impact of these campaigns on the population and the process of perception of the messages. In this context, this study aims to analyze the attitudes of individuals toward domestic violence campaigns.

Conducted in Brazil, this research adopted a quantitative approach, using a questionnaire survey with a convenience sample. The conceptual model incorporated three dimensions, namely, the perceived efficacy of the subjects regarding the campaigns, the adopted behavior as a consequence of exposure to the messages and finally, the word of mouth, the recommendation of conduct advised in the campaigns to family and friends. These dimensions were translated into a set of items that integrated the data collection instrument. In the questionnaire, it was intended that the interviewees answered the questions having in mind the campaigns addressed to the Brazilian population with the purpose of prevention for domestic violence, recently released in Brazil.

In a first descriptive analysis, all dimensions obtained positive values. The conceptual model was analyzed, and the hypotheses under study were tested using the partial least squares method. As for convergent and discriminant validity, it was found that each dimension presented adequate internal consistency and, simultaneously, was distinct from the others. The structural model explained 69.2% of the variance of “word of mouth” and 28.5% of the variance of “adopted behavior.” H1 was confirmed, showing a positive influence between perceived efficacy and adopted behavior. H2 was also accepted, and a positive impact of adopted behavior and the intention to recommend to others (word of mouth) was verified.

As a practical contribution, this research allows outlining recommendations for social marketing and communication professionals responsible for awareness campaigns. The results can alert professionals responsible for these campaigns to give visibility to the campaign itself, broadcasting it through mass media, if possible, but also through digital media, such as social networks. In terms of message content, the campaigns should seek behavioral change, leading, on the one hand, the recipients to adopt new behaviors and, on the other hand, to recommend these same behaviors to family and friends, thus multiplying the effect and effectiveness of the campaign.

This study makes an academic contribution, as it directly explores the impact of domestic violence prevention campaigns on the population and can be adapted to campaigns for other social causes. In addition, to the best of the authors’ knowledge, this is one of the first studies on domestic violence campaigns in Brazil, one of the main countries affected by this problem. As a practical contribution, this research allows outlining recommendations for social marketing and communication professionals responsible for awareness campaigns.