Bibliographic citations
Carbajal, I., (2024). Liderazgo, clima organizacional e intención de renuncia en colaboradores de atención al cliente [Tesis, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/682118
Carbajal, I., Liderazgo, clima organizacional e intención de renuncia en colaboradores de atención al cliente [Tesis]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2024. http://hdl.handle.net/10757/682118
@misc{renati/1299657,
title = "Liderazgo, clima organizacional e intención de renuncia en colaboradores de atención al cliente",
author = "Carbajal Gomez, Ivonne Pierinna",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2024"
}
Renounce intention refers to the employee's determination to terminate his or her employment relationship with the organization. The literature indicates that the perception of leadership and the employee's environment are relevant to the development of renounce intention. The main objective of the study was to identify the influence of leadership and organizational climate on renounce intention. The study design was explanatory. The sample consisted of 115 employees working in customer service, all of whom were chosen intentionally. Most of them were women (54.5%), the ages of the participants ranged from 21 to 38 years, and they were people with university or technical studies completed or in progress. The scales that evaluate renounce intention (Vaamonde, 2015), organizational climate (Patlán & Flores, 2013) and transformational leadership (Vega & Zavala, 2004) were administered. The main finding was that leadership and organizational climate have an influence on the renounce intention of employees in the customer service area.
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