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Data-driven analytical tools for characterization of productivity and service quality issues in it service factories
(Sage Publications Inc, 2013-08)
In this article, we propose an analytical tool, named the Workload Profile Diagnosis (WPD) method, to evaluate the performance and quality of incident management (IM) systems in information technology (IT) service factories. ...
Information needs of system administrators in information technology service factories
(Assoc Computing Machinery, 2011)
In this paper we describe the results of an empirical study about the information needs of system administrators. This study is based on an electronic survey with more than 200 systems administrators, or sysadmins, working ...
Testing factorial invariance of the questionnaire of evaluation of the quality perceived in sports services in Spanish, Ecuadorian and Colombian users
The Questionnaire of Evaluation of the Quality Perceived in Sports Services is a quantitative tool that has mainly been developed in users of public sports services. The aim of this study was to adapt the tool and determine ...
Validation of an Organizational Climate Scale for the Service Sector in the Mexican NorthwestValidación de una escala de clima organizacional en el sector de servicios en el noroeste de México
(Consorcio de Universidades Mexicanas A.C., 2012)
Factorial validity of the Spanish burnout inventory (SBI) in a sample of service professionals Validez factorial del cuestionario para la evaluación del síndrome de quemarse por el trabajo (CESQT) en profesionales de servicios
(Interciencia Association, 2018)
© 2018 Interciencia Association. All rights reserved. At present, the great majority of questionnaires concerning burnout are set in cultural contexts of the English-speaking world, which is often inappropriate to evaluate ...
Fábrica de servicio: una decisión estratégica para mejorar la eficiencia de un proceso de servicio bancario
(Facultad de Administración de Empresas, 2018-06-29)
El propósito de este estudio es examinar de manera empírica el impacto de la implementación del enfoque fábrica de servicio en el proceso de crédito de una institución financiera. La investigación se realizó en un banco ...
Factorial structure of psoc (parental sense of competence) scale with a sample of mothers from family preservation services
(2011)
Factorial structure of the Parental Sense of Competence scale (PSOC, Johnston & Mash, 1989) is examined in this article, with a sample of mothers from family preservation services. Data analyses confirm the original ...
Propiedades psicométricas de confiabilidad y validez del maslach burnout inventory – general survey
(Universidad Católica de Pereira, 2019-08-22)
En el presente estudio tiene como objetivo describir las propiedades psicométricas de confiabilidad y validez del Maslach Burnout Inventory – General Services (MBI-GS). Este instrumento se enfoca en la evaluación del ...