EFECTO DEL ESTRÉS LABORAL EN LA CALIDAD DE LA ATENCIÓN AL CLIENTE EN EMPRESAS DE SERVICIOS: REVISIÓN TEÓRICA

Abstract

The demands of customers and the market in general have led to many studies related to stress, this being one of the psychosocial risks that has been taken into consideration in recent years to identify whether or not it has effects on the quality of the Attention; This article will address, through a theoretical review, the relationship between stress and the quality of customer service. Through different theoretical reviews we found necessary information that allowed us to review the results of these investigations, they are studies obtained that refer to the central theme. After executing Google Scholar searches, debugging repeated articles, others that did not contain complete information or that did not comply with the exposure variables, the base was perfected, which resulted in 40 articles related to the subject of study, published between 1981 and 2017 The results show that there is a relevant relationship between stress and quality in care.