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 contribución||Service management based on neurolinguistic programming in times of pandemic|
|Número de páginas||18|
|Publicación||Revista Venezolana de Gerencia|
|Estado||Publicada - 2021|
Nota bibliográficaPublisher Copyright:
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- Neuro-Linguistic Programming
- Service management