El objetivo de este estudio es analizar la relación entre la percepción Global de estrés y compromiso organizacional en teleoperadores de un contact center de Lima Metropolitana. En esta investigación participaron un total 109 teleoperadores cuyas edades estuvieron entre 18 y 56 años. Los instrumentos utilizados fueron las validaciones peruanas de la Escala de Percepción Global de Estrés (Guzmán et al., 2018) y la Escala de Compromiso Organizacional (Montoya, 2014). En cuanto a los resultados, no se encontró relación entre las variables estudiadas. Como análisis complementario se analizaron las dimensiones de las variables. / The objective of this study is to analyze the relationship between the Global perception of stress and organizational commitment in telemarketers of a contact center in Metropolitan Lima. A total of 109 telemarketers, whose ages were between 18 and 56 years old, participated in this research. The instruments used were the Peruvian validations of the Global Stress Perception Scale (Guzmán & Reyes, 2018) and the Organizational Commitment Scale (Montoya, 2014). Regarding the results, no relationship was found between the variables studied. As a complementary analysis, the dimensions of the variables were analyzed. / Tesis
| Identifer | oai:union.ndltd.org:PERUUPC/oai:repositorioacademico.upc.edu.pe:10757/654480 |
| Date | 11 January 2021 |
| Creators | De la Cruz Miranda, Patricia Gabriela Elena, Matta Zuzunaga, Santa Lucía |
| Contributors | Reyes Bossio, Mario |
| Publisher | Universidad Peruana de Ciencias Aplicadas (UPC), PE |
| Source Sets | Universidad Peruana de Ciencias Aplicadas (UPC) |
| Language | Spanish |
| Detected Language | English |
| Type | info:eu-repo/semantics/bachelorThesis |
| Format | application/pdf, application/epub, application/msword |
| Source | Universidad Peruana de Ciencias Aplicadas (UPC), Repositorio Académico - UPC |
| Rights | Attribution-NonCommercial-ShareAlike 4.0 International, http://creativecommons.org/licenses/by-nc-sa/4.0/ |
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