Gestión de servicio basada en programación neurolingüística en tiempos de pandemia

Jorge Luis Romero Chacín, Rosario Mireya Romero Parra, Luis Andrés Barboza Arenas, José Antonio Faría Romero

Producción científica: Artículo CientíficoArtículo originalrevisión exhaustiva

2 Citas (Scopus)

Resumen

The current article is developed with the purpose of analyzing the effects of service management based on neurolinguistic programming on customer service in times of pandemic. The research is based on experimental methods and techniques, developing a pre-experimental design. The samples are represented by 24 employees and 369 subscribers of the company Electricidad del Perú (Electroperú) in the district of San Juan de Miraflores, Peru. In relation to the statistical procedure, the SPSS Presentation was used, carrying out the study in an inferential way, identifying the arithmetic means, and Student’s T-test was used to determine thedegree of significance, with the derivations obtained from the pre-test and post-test. A questionnaire was designed and executed, to determine the reliability of the instrument was achieved with the Cronbach alpha coefficient of 0.86. The results on the structure of the service management indicators before and after the treatment indicate highly significant differences between them, since the T values computed show significance levels below 0.01.

Título traducido de la contribuciónService management based on neurolinguistic programming in times of pandemic
Idioma originalEspañol
Páginas (desde-hasta)585-602
-18
PublicaciónRevista Venezolana de Gerencia
Volumen26
N.º94
DOI
EstadoIndizado - 2021

Nota bibliográfica

Publisher Copyright:
© 2021, Universidad del Zulia. All rights reserved.

Palabras clave

  • Neuro-Linguistic Programming
  • Pandemic
  • Quality
  • Service management

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