Estrategias de prevención del síndrome de Burnout en la actitud del servicio al cliente interno en una mina del Cesar- Colombia
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Fecha
2018
Autores
Navarro Acendra, Nelsy
Plata Aguas, Claudia
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Ediciones Universidad Simón Bolívar
Facultad de Administración y Negocios
Facultad de Administración y Negocios
Resumen
En la actualidad son muchas las tendencias económicas que desafian de manera directa al personal, produciendo efectos negativos en el comportamiento humano al interior de las organizaciones, viéndose de esta manera afectada la actitud de servicio prestado al cliente interno elemento esencial para la supervivencia y competitividad de las organizaciones modernas. La investigación tuvo como objetivo diseñar estrategias para prevenir el Síndrome de Burnout en la actitud de servicio al cliente interno de las áreas de soporte en una Mina del Cesar- Colombia. El estudio presentó un carácter descriptivo- propositivo ya que además de identificar y describir los síntomas del síndrome de Burnout y la actitud de servicio al cliente en la mina se propuso una estrategia para su prevención, el enfoque utilizado fue cuantitativo con un diseño no experimental. En los resultados se detectó que en la mina los empleados presentan un buen comportamiento emocional, cognitivo, conductual y social en el desarrollo de sus labores lo cual se refleja en un el nivel bajo de Burnout y un buen servicio al cliente en su interior. Se concluyó que los componentes emocionales bien manejados unidos a los cognitivos y sociales disminuyen los efectos del síndrome de Burnout y asegura el buen servicio interno que requiere la mina para lograr los objetivos propuestos.
Nowadays there are many economic trends to challenge in a direct way to the personal that is why there are negative effects on human behavior within organizations, therefore which affects the attitude of the service provided to the customer, who is the most essential element for the survival and competitiveness of modern organizations. The main goal of this research is design strategies to prevent the Burnout syndrome in the attitude of customer service in the support area in a mine of Cesar department in Colombia. The research presented a descriptive and propositional character, because we can identify and describe the symptoms of Burnout syndrome. And also for improving the customer service in the mine the researchers propose a strategy to avoid this problem. We use a quantitative approach with a not experimental design. Besides the results show that in the mine the majority of employees have a good emotional, cognitive and social behavior in the development of their work, which is reflected in a low level of burnout and good customer service inside. To sum up is necessary to use in a correct way the emotional components together with the cognitive and social, decreasing in that way the effects of Burnout syndrome and the same time ensure an excellent internal customer service that requires the mine to achieve its objectives.
Nowadays there are many economic trends to challenge in a direct way to the personal that is why there are negative effects on human behavior within organizations, therefore which affects the attitude of the service provided to the customer, who is the most essential element for the survival and competitiveness of modern organizations. The main goal of this research is design strategies to prevent the Burnout syndrome in the attitude of customer service in the support area in a mine of Cesar department in Colombia. The research presented a descriptive and propositional character, because we can identify and describe the symptoms of Burnout syndrome. And also for improving the customer service in the mine the researchers propose a strategy to avoid this problem. We use a quantitative approach with a not experimental design. Besides the results show that in the mine the majority of employees have a good emotional, cognitive and social behavior in the development of their work, which is reflected in a low level of burnout and good customer service inside. To sum up is necessary to use in a correct way the emotional components together with the cognitive and social, decreasing in that way the effects of Burnout syndrome and the same time ensure an excellent internal customer service that requires the mine to achieve its objectives.
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Palabras clave
Síndrome de Burnout, Servicio al cliente, Estrategia cliente interno, Burnout Syndrome, Customer service, Strategy internal customer