Perception of the service of the internal collaborator and attitudes towards the organizational conflict in institutions of the public sector of Metropolitan Lima
| Autor: | Paredes, M. T., Hernández, H. M., Malaver, C. E., Chung, A. R. |
|---|---|
| Jazyk: | Spanish; Castilian |
| Rok vydání: | 2022 |
| Předmět: |
Conflicto organizacional
Percepción al servicio del usuario interno Conflicto organizacional interiorizado Organizational conflict Conflicto organizacional emergente Organizational conflict by scarcity Internalized organizational conflict Perception at the service of the internal user Emerging organizational conflict Conflicto organizacional por escasez |
| Zdroj: | Entre Ciencia e Ingeniería, Volume: 15, Issue: 30, Pages: 71-81, Published: 20 JUN 2022 |
| Popis: | Resumen La mayor fortaleza que tienen las organizaciones frente a entornos inestables y cambiantes, son sus colaboradores internos, de ellos depende la calidad que se brinde al cliente externo. A la vez las relaciones laborales, caracterizadas por la interacción son una fuente constante de conflictos, los que deben anticiparse o intervenir a tiempo para que o desaparezcan o se conviertan en funcionales. Por ello se investigó la relación entre dos variables psicosociales, la percepción del servicio del usuario interno y las actitudes hacia el conflicto organizacional en los usuarios internos de instituciones públicas, asumiendo que son inversas entre sí, de manera global y entre sus dimensiones. Se emplearon dos escalas tipo Likert, válidas y confiables, a 303 participantes bajo consentimiento informado. Mediante análisis confirmatorio se generó un modelo en el cual se grafica la relación entre las dimensiones de cada variable. Se confirmó la relación inversa global y entre las dimensiones, excepto para valoración de su labor y conflicto interiorizado. Los resultados encontrados posibilitan diseñar estrategias para gestionar funcionalmente el conflicto. Abstract The greatest strength that organizations have in the face of unstable and changing environments are their internal collaborators, the quality that is provided to the external client depends on them. At the same time, labor relations, characterized by interaction, are a constant source of conflicts, which must be anticipated or intervened in time so that they either disappear or become functional. For this reason, the relationship between two psychosocial variables, perception of the service of the internal user and attitudes towards the organizational conflict in the internal users of public institutions was investigated, assuming that they are inverse to each other, globally and between their dimensions. Two valid and reliable Likert-type scales were used in 303 participants with informed consent. Through confirmatory analysis, a model was generated in which the relationship between the dimensions of each variable is plotted. The global inverse relationship and between the dimensions was confirmed, except for assessing their work and internalized conflict. The results found make it possible to design strategies to manage the conflict functionally. |
| Databáze: | OpenAIRE |
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