Required formation and training of frontline staff. A research proposal

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dc.citation.epage129
dc.citation.issue17
dc.citation.journalTitleAD-ministereng
dc.citation.spage99
dc.contributor.affiliationMBA de la UniversitĆ© Catholique de Louvain, (BĆ©lgica), Especialista en EconomĆ­a Aplicada y gestiĆ³n. Administrador de Empresas de la Universidad Libre de Cali. Doctorando en AdministraciĆ³n de EAFIT (MedellĆ­n)-HEC (Montreal).spa
dc.contributor.authorJuan Carlos Sanclementespa
dc.coverage.spatialMedellĆ­n de: Lat: 06 15 00 N degrees minutes Lat: 6.2500 decimal degrees Long: 075 36 00 W degrees minutes Long: -75.6000 decimal degreeseng
dc.date15/12/2010
dc.date.accessioned2019-10-04T14:30:44Z
dc.date.available2019-10-04T14:30:44Z
dc.date.issued15/12/2010
dc.descriptionThis article is a research proposal related to the elements that should be part of some managerial practices such as formation and training, which are developed by enterprises in order to provide satisfaction to their frontline staff (this being defined as the staff that has direct contact with customers in service enterprises and that interacts with them in the so-called service encounter). Hence, it is intended to analyze the different dimensions of the formation and training constructs, and prove the influence that such practices have in staff satisfaction, and how the latter influences the performance of the corresponding activities affecting the quality of the service that is offered to customers and how they perceive it. The research proposes to select a specific service enterprise that offers insurance and investment services nationally and that is located in the city of. At the end of the proposal, the main interest of the research for managerial practices is shown and additional topics for complementary research in the abovementioned field are suggested.eng
dc.descriptionEl artĆ­culo presenta los resultados de una investigaciĆ³n en una empresa de servicios que ofrece seguros e inversiones a nivel nacional, localizada en MedellĆ­n. El objetivo es analizar las distintas dimensiones que hacen parte de los constructos formaciĆ³n y entrenamiento, prĆ”cticas administrativas que desarrollan las empresas para brindar satisfacciĆ³n a sus empleados de contacto, aquellos que tienen trato directo con los clientes e interactĆŗan con ellos. Se examina la influencia que dichas prĆ”cticas tienen en la satisfacciĆ³n de los funcionarios y en el desempeƱo de su actividad, evaluando la incidencia en la calidad del servicio que se les presta a los clientes y la manera cĆ³mo estos la perciben.spa
dc.formattext/html
dc.identifier.issn2256-4322
dc.identifier.issn1692-0279
dc.identifier.urihttp://hdl.handle.net/10784/14007
dc.language.isospaspa
dc.publisherUniversidad EAFITspa
dc.relation.isversionofhttp://publicaciones.eafit.edu.co/index.php/administer/article/view/514
dc.relation.urihttp://publicaciones.eafit.edu.co/index.php/administer/article/view/514
dc.rightsCopyright Ā© 2010 Juan Carlos Sanclementeeng
dc.rights.accessrightsinfo:eu-repo/semantics/openAccesseng
dc.rights.localAcceso abiertospa
dc.sourceinstname:Universidad EAFIT
dc.sourcereponame:Repositorio Institucional Universidad EAFIT
dc.sourceAD-minister: No 17 (2010)spa
dc.subject.keywordFormationeng
dc.subject.keywordTrainingeng
dc.subject.keywordFrontline Staffeng
dc.subject.keywordHuman Resource Managementeng
dc.subject.keywordService Enterprises.eng
dc.subject.keywordFormaciĆ³nspa
dc.subject.keywordentrenamientospa
dc.subject.keywordpersonal de contactospa
dc.subject.keywordgestiĆ³n de recursos humanosspa
dc.subject.keywordempresas de servicios.spa
dc.titleRequired formation and training of frontline staff. A research proposaleng
dc.titleFormaciĆ³n y entrenamiento para personal de contacto en empresas de serviciosspa
dc.typearticleeng
dc.typeinfo:eu-repo/semantics/articleeng
dc.typepublishedVersioneng
dc.typeinfo:eu-repo/semantics/publishedVersioneng
dc.type.localArtĆ­culospa

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