LOGIN TO YOUR ACCOUNT

Username
Password
Remember Me
Or use your Academic/Social account:

Congratulations!

You have just completed your registration at OpenAire.

Before you can login to the site, you will need to activate your account. An e-mail will be sent to you with the proper instructions.

Important!

Please note that this site is currently undergoing Beta testing.
Any new content you create is not guaranteed to be present to the final version of the site upon release.

Thank you for your patience,
OpenAire Dev Team.

Close This Message

CREATE AN ACCOUNT

Name:
Username:
Password:
Verify Password:
E-mail:
Verify E-mail:
*All Fields Are Required.
Please Verify You Are Human:

OpenAIRE is about to release its new face with lots of new content and services.
During September, you may notice downtime in services, while some functionalities (e.g. user registration, login, validation, claiming) will be temporarily disabled.
We apologize for the inconvenience, please stay tuned!
For further information please contact helpdesk[at]openaire.eu

fbtwitterlinkedinvimeoflicker grey 14rssslideshare1
Serna López, Amparo; Yépes Trejos, Aida; González Quitián, Carlos Alberto (2013)
Languages: Spanish; Castilian
Types: Master thesis
Subjects: Aptitud creadora en los negocios, Creative ability in business, Administración de personal, Personnel administration, Pensamiento creativo, Creative thinking, Mercadotecnía, Marketing, Servicio al cliente, Customer service, Recursos humanos, Human resources, Supermercado del Centro-Historia, Central Supermarket-History, Creatividad, Creativity
Esta investigación se deriva de la necesidad de fortalecer la gestión humana en el Supermercado del centro en Manizales, para encontrar diferenciación en la prestación del servicio en el punto de venta a través de la creatividad y las competencias del personal de servicio. El objetivo general es identificar la correlación entre la creatividad y las competencias de servicio en el personal de ventas y aportar conocimiento al estudio de la creatividad y si esta está asociada con las competencias que permiten que las personas tengan mayores actitudes, valores y conocimientos de servicio al cliente. Se definen los indicadores creativos y las competencias de servicio. Se destacan los requisitos indispensables del personal para desempeñar los cargos del nivel operativo. Estos indicadores se derivan de la definición de creatividad como una dimensión cognitivo-afectiva en un proceso social transformativo individual y ambiental, que permite desarrollar ideas aceptadas como nuevas; y las competencias se entienden como las características de personas cuyo comportamiento es satisfactorio en el entorno empresarial. Es un estudio descriptivo correlacional y los instrumentos de medición corresponden a un perfil creativo y una prueba psicotécnica aplicada a una muestra censal de 69 personas. Se encontró que el personal tiene un perfil creativo y un nivel de competencias de servicio aceptable. Sin embargo, frente a los requerimientos específicos del negocio, presentan debilidades considerables. Además, la creatividad y las competencias de servicio no se correlacionan ni positiva ni negativamente, son totalmente independientes This investigation stems from the need to strengthen human management in Manizales Supermarket center to find differentiation in service delivery at the point of sale through the skills and creativity of staff. The overall objective is to identify the correlation between creativity and skills in service and sales staff to provide knowledge to the study of creativity and whether this is associated with skills that enable older people have attitudes, values and knowledge of service customer. Indicators are defined creative and service skills. It highlights the essential requirements of personnel for the posts at the operational level. These indicators are derived from the definition of creativity as a cognitive-affective dimension in a transformative social process individual and environmental, which can develop as new ideas accepted and skills are seen as the characteristics of persons whose conduct is satisfactory in the business environment. It is a descriptive correlational study and measurement instruments correspond to a creative profile and a psycho test applied to a census sample of 69 people. It was found that staffs have a creative profile and skill level of acceptable service. However, against specific business requirements have considerable weaknesses. In addition, creativity and competencies of service do not correlate either positively or negatively, are totally independent.
  • No references.
  • No related research data.
  • No similar publications.
Cookies make it easier for us to provide you with our services. With the usage of our services you permit us to use cookies.
More information Ok