Liderazgo situacional y su influencia en el desempeño laboral de los colaboradores del Centro de Atención al Cliente Claro oficina Trujillo - 2016

Abstract

Liderazgo Situacional y su Influencia en el desempeño laboral de los colaboradores del Centro de atencion al cliente CLARO oficina Trujillo - 2016

The following research was developed with the purpose of determining the situational leadership and its influence on the job performance of employees in the Customer Service Center Claro – Trujillo Office in the year 2016. The research problem is: “¿How can situational leadership influence the job performance of employees in the Customer Service Center Claro – Trujillo Office in the year 2016? “Moreover, the hypothesis is: “Situational leadership influences positively on the job performance of employees in the Customer Services Center Claro – Trujillo Office 2016”. We conducted an investigation to a population represented by employees in the Customer Service Center Claro – Trujillo Office (26 people). In the sample we considered 25 Customer Advisors and 1 Administrator. We used inductive, deductive, analytical and statistical methods; and finally, data collection was done through a survey to determine the Level of Situational Leadership of the Leader and a survey to determine the influence of Situational Leadership on collaborators of the employees in the Customer Service Center – Claro Trujillo, each item with alternative answers. The results were presented in statistical tables, which provided data and conclusions among which stand out: the situational leadership applied employees in the Customer Service Center Claro – Trujillo has a positive impact on their job performance, by clarifying the objectives within the organization and creating a strong willingness in each of their jobs, managing to improve the performance of each one of the employees, allowing a better organizational climate.