Bibliographic citations
Rojas, S., Rojas, J. (2019). Estrés laboral y su influencia en la calidad de servicio en la sección calzado de un centro comercial - Lima Norte 2017 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/15014
Rojas, S., Rojas, J. Estrés laboral y su influencia en la calidad de servicio en la sección calzado de un centro comercial - Lima Norte 2017 [Tesis]. PE: Universidad Privada del Norte; 2019. https://hdl.handle.net/11537/15014
@misc{renati/521326,
title = "Estrés laboral y su influencia en la calidad de servicio en la sección calzado de un centro comercial - Lima Norte 2017",
author = "Rojas Pedraza, Jamie Jose",
publisher = "Universidad Privada del Norte",
year = "2019"
}
ABSTRACT The research work entitled “Work stress and its influence on the quality of service in the footwear section of a shopping center in Lima North-2017“, has been carried out with information obtained in a theoretical-practical, bibliographic and knowledge acquired during the years of professional training. The main objective of this thesis is to explain how labor stress influences the quality of service in the footwear section of a shopping center in Lima North - 2017. For this purpose, the influence of the dimensions of work stress such as emotional exhaustion, depersonalization and personal fulfillment with the variable quality of service. The research was carried out using the quantitative, explanatory, non-experimental design and cross-sectional approach, the study sample was 65 collaborators in the footwear section of a shopping center in Lima North-2017, of non-probabilistic-intentional sampling, the Cronbach's Alpha was applied in the instruments of work stress and quality of service, where a value was obtained that affirms that the instruments are reliable. Finally, it is concluded according to the Spearman correlation coefficient, which shows the correlation of work stress in the quality of service in the footwear section of a shopping center in Lima North-2017; a correlation coefficient of 0.642 which is determined within the range of moderate positive correlation.
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