Perception of the internal collaborator service and attitudes towards organizational conflict in institutions of the public sector of Metropolitan Lima
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,...
- Autores:
- Tipo de recurso:
- Article of journal
- Fecha de publicación:
- 2022
- Institución:
- Universidad Católica de Pereira
- Repositorio:
- Repositorio Institucional - RIBUC
- Idioma:
- spa
- OAI Identifier:
- oai:repositorio.ucp.edu.co:10785/10007
- Acceso en línea:
- https://revistas.ucp.edu.co/index.php/entrecienciaeingenieria/article/view/1704
http://hdl.handle.net/10785/10007
- Palabra clave:
- Rights
- openAccess
- License
- Derechos de autor 2022 Entre Ciencia e Ingeniería
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2022-06-01T19:09:03Z2022-06-01T19:09:03Z2022-02-04https://revistas.ucp.edu.co/index.php/entrecienciaeingenieria/article/view/170410.31908/19098367.1704http://hdl.handle.net/10785/10007The 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.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.application/pdfspaUniversidad Católica de Pereirahttps://revistas.ucp.edu.co/index.php/entrecienciaeingenieria/article/view/1704/2475Derechos de autor 2022 Entre Ciencia e Ingenieríahttps://creativecommons.org/licenses/by-nc/4.0/deed.es_EShttps://creativecommons.org/licenses/by-nc/4.0/deed.es_ESinfo:eu-repo/semantics/openAccesshttp://purl.org/coar/access_right/c_abf2Entre ciencia e ingeniería; Vol 15 No 30 (2021); 71-81Entre Ciencia e Ingeniería; Vol. 15 Núm. 30 (2021); 71-81Entre ciencia e ingeniería; v. 15 n. 30 (2021); 71-812539-41691909-8367Perception of the internal collaborator service and attitudes towards organizational conflict in institutions of the public sector of Metropolitan LimaPercepción del servicio del colaborador interno y actitudes hacia el conflicto organizacional en instituciones del sector público de Lima MetropolitanaArtículo de revistahttp://purl.org/coar/resource_type/c_6501http://purl.org/coar/resource_type/c_2df8fbb1http://purl.org/coar/version/c_970fb48d4fbd8a85info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionParedes Tarazona, Mildred TeresaHernández Valz, Héctor ManuelMalaver Soto, Carmela EmperatrizChung Pinzás, Alfonso RamónPublication10785/10007oai:repositorio.ucp.edu.co:10785/100072025-01-27 18:59:31.943https://creativecommons.org/licenses/by-nc/4.0/deed.es_ESDerechos de autor 2022 Entre Ciencia e Ingenieríametadata.onlyhttps://repositorio.ucp.edu.coRepositorio Institucional de la Universidad Católica de Pereira - RIBUCbdigital@metabiblioteca.com |
| dc.title.eng.fl_str_mv |
Perception of the internal collaborator service and attitudes towards organizational conflict in institutions of the public sector of Metropolitan Lima |
| dc.title.spa.fl_str_mv |
Percepción del servicio del colaborador interno y actitudes hacia el conflicto organizacional en instituciones del sector público de Lima Metropolitana |
| title |
Perception of the internal collaborator service and attitudes towards organizational conflict in institutions of the public sector of Metropolitan Lima |
| spellingShingle |
Perception of the internal collaborator service and attitudes towards organizational conflict in institutions of the public sector of Metropolitan Lima |
| title_short |
Perception of the internal collaborator service and attitudes towards organizational conflict in institutions of the public sector of Metropolitan Lima |
| title_full |
Perception of the internal collaborator service and attitudes towards organizational conflict in institutions of the public sector of Metropolitan Lima |
| title_fullStr |
Perception of the internal collaborator service and attitudes towards organizational conflict in institutions of the public sector of Metropolitan Lima |
| title_full_unstemmed |
Perception of the internal collaborator service and attitudes towards organizational conflict in institutions of the public sector of Metropolitan Lima |
| title_sort |
Perception of the internal collaborator service and attitudes towards organizational conflict in institutions of the public sector of Metropolitan Lima |
| description |
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. |
| publishDate |
2022 |
| dc.date.accessioned.none.fl_str_mv |
2022-06-01T19:09:03Z |
| dc.date.available.none.fl_str_mv |
2022-06-01T19:09:03Z |
| dc.date.issued.none.fl_str_mv |
2022-02-04 |
| dc.type.spa.fl_str_mv |
Artículo de revista |
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http://purl.org/coar/resource_type/c_2df8fbb1 |
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http://purl.org/coar/resource_type/c_6501 |
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http://purl.org/coar/version/c_970fb48d4fbd8a85 |
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info:eu-repo/semantics/article |
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info:eu-repo/semantics/publishedVersion |
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publishedVersion |
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https://revistas.ucp.edu.co/index.php/entrecienciaeingenieria/article/view/1704 10.31908/19098367.1704 |
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http://hdl.handle.net/10785/10007 |
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https://revistas.ucp.edu.co/index.php/entrecienciaeingenieria/article/view/1704 http://hdl.handle.net/10785/10007 |
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10.31908/19098367.1704 |
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spa |
| language |
spa |
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https://revistas.ucp.edu.co/index.php/entrecienciaeingenieria/article/view/1704/2475 |
| dc.rights.spa.fl_str_mv |
Derechos de autor 2022 Entre Ciencia e Ingeniería https://creativecommons.org/licenses/by-nc/4.0/deed.es_ES |
| dc.rights.uri.spa.fl_str_mv |
https://creativecommons.org/licenses/by-nc/4.0/deed.es_ES |
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info:eu-repo/semantics/openAccess |
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Derechos de autor 2022 Entre Ciencia e Ingeniería https://creativecommons.org/licenses/by-nc/4.0/deed.es_ES http://purl.org/coar/access_right/c_abf2 |
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openAccess |
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application/pdf |
| dc.publisher.spa.fl_str_mv |
Universidad Católica de Pereira |
| dc.source.eng.fl_str_mv |
Entre ciencia e ingeniería; Vol 15 No 30 (2021); 71-81 |
| dc.source.spa.fl_str_mv |
Entre Ciencia e Ingeniería; Vol. 15 Núm. 30 (2021); 71-81 |
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Entre ciencia e ingeniería; v. 15 n. 30 (2021); 71-81 |
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2539-4169 1909-8367 |
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Universidad Católica de Pereira |
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Repositorio Institucional de la Universidad Católica de Pereira - RIBUC |
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bdigital@metabiblioteca.com |
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1828143342949498880 |