Efecto de tácticas de influencia en el tiempo de respuesta de una prueba de conocimiento en empleados con y sin sospecha de prácticas inadecuadas.

Rincón Vásquez, Juan Carlos | 2020

The purpose of this experimental investigation was to identify the effect of influence tactics on the response time in knowledge tests of advisors with and without suspicion of inappropriate fraud practices, which directly affect the customer's customer service, creating disagreements that are expressed in PQR´s before the regulatory entities and in the economic sanctions applied to the companies that provide telecommunications services. The experiment was conducted through a Split Plot 2x4 factorial design and an intra-subject or repeated measurement factor of 1 repetition to 372 subjects of two companies in two cities. The experiment yielded results indicating that the influence tactics had an effect on the response time of the knowledge tests, being greater in those suspected of inappropriate practices and as a greater effectiveness in the authority influence tactics.