TY - JOUR AU - León, Federico R. AU - Morales, Oswaldo AU - Ramos, Juan D. AU - Goyenechea, Álvaro AU - Rojas, Paul A. AU - Meza, José AU - Burga León, Andrés PY - 2017/12/01 Y2 - 2024/03/29 TI - Liderazgo orientado a la gente en call centers JF - Journal of Economics, Finance and Administrative Science JA - jefas VL - 22 IS - 43 SE - DO - UR - https://revistas.esan.edu.pe/index.php/jefas/article/view/119 SP - 154-167 AB - <p><strong>Purpose. </strong>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.</p><p><strong>Methodology. </strong>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.</p><p><strong>Results. </strong>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.</p><p><strong>Limitations/implications. </strong>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.</p><p><strong>Originality/value. </strong>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.</p><p>Doi: <a class="intent_doi_link Citation__identifier__link" title="DOI: https://doi.org/10.1108/JEFAS-03-2017-0058" href="https://doi.org/10.1108/JEFAS-03-2017-0058">https://doi.org/10.1108/JEFAS-03-2017-0058</a></p> ER -