Publicado

2018-01-01

¿De quién es la culpa? Un estudio exploratorio de las causas de la espera en los servicios

Whose fault is it? an exploratory study of the causes of waiting tim es for services

De quem é a culpa? Um estudo exploratório das causas da espera nos serviços

DOI:

https://doi.org/10.15446/innovar.v28n67.68610

Palabras clave:

tiempo de espera, gestión de la espera, causas de la espera, metodología cualitativa (es)
waiting time, waiting time management, waiting time causes, qualitative methodology (en)
causas da espera, gestão da espera, metodologia qualitativa tempo de espera (pt)

Autores/as

El propósito de este estudio es ofrecer una mirada innovadora al problema persistente de la espera, examinando las percepciones de los consumidores, con el fin de identificar cuáles pueden ser sus causas. La espera es un fenómeno común asociado a la provisión de bienes y servicios, que tiene unas consecuencias negativas tanto para las empresas como para los consumidores. De manera general, se ha pensado que las empresas son las culpables de la espera. Para ello, se utiliza una metodología cualitativa y los datos se han recogido a través de 19 entrevistas en profundidad y 7 diarios personales. Los resultados del estudio han demostrado que las empresas no son las únicas culpables de la espera, sino que en muchas ocasiones son los propios consumidores sus causantes, porque, por ejemplo, no están preparados para recibir el servicio o llegan todos al mismo momento. Además, se ha encontrado que cuando la espera es culpa de la empresa, esta puede deberse, por una parte, a una mala gestión (porque hay una falta de personal o porque la reducción del tiempo de espera no es la prioridad para la organización) o, por otra, a los trabajadores de la empresa (porque, por ejemplo, no están bien preparados o no están por el trabajo). Estos resultados tienen una serie de implicaciones prácticas para las empresas, ya que implican una complicación más en la gestión de la espera. Las empresas no solo tienen que esforzarse para gestionar y reducir la espera, sino que también tienen que preocuparse para que esta no se deba a causas que escapan de su control, como comportamientos o actitudes de sus trabajadores o de sus clientes.

The purpose of this study is to provide an innovative view to the persistent problem of waiting times, analyzing consumers’ perceptions, in order to identify its possible causes. Waiting time is a common phenomenon linked to the delivery of goods and services that may have negative consequences for both companies and consumers. Generally, it has been thought that companies are to blame for waiting times. To study this issue we have used a qualitative methodology collecting data by means of 19 in-depth interviews and 7 personal logs. The results of this research show that companies are not the only ones to blame for waiting times. In many cases, consumers themselves are the cause of the problem, because, as an example, they are not prepared to receive the service or they all arrive at the same time. Additionally, it has been found that when the waiting time is caused by the company this may be due, on the one hand, to a poor management (because there is a lack of staff or because reducing waiting times is not a priority for the company), or due to the workers of the company (they are not well prepared for the job or they are absent), on the other. These results have a series of practical implications for companies, since they represent an extra challenge for waiting time management. Therefore, companies not only have to strive to manage and reduce waiting times, but also worry these are not caused by issues beyond their control, such as behaviors or attitudes of their workers or their customers.

O propósito deste estudo é oferecer uma visão inovadora ao problema persistente da espera, examinando as percepções dos consumidores, com o objetivo de identificar quais podem ser suas causas. A espera é um fenômeno comum associado com a provisão de bens e serviços que tem consequências negativas tanto para as empresas quanto para os consumidores. De maneira geral, pensa-se que as empresas são as culpadas pela espera. Para isso, utiliza-se metodologia qualitativa; os dados foram coletados por meio de 19 entrevistas em profundidade e 7 diários pessoais. Os resultados do estudo demonstram que as empresas não são as únicas culpadas pela espera, mas também que, em muitas ocasiões, são os próprios consumidores seus causadores, porque, por exemplo, não estão preparados para receber o serviço ou chegam todos ao mesmo tempo. Além disso, constata-se que, quando a espera é culpa da empresa, esta pode ter ocorrido, por um lado, a uma má gestão (por falta de pessoal ou por redução do tempo de espera não ser a prioridade para a organização) ou, por outro, aos trabalhadores da empresa (por não estarem preparados ou por não estarem pelo trabalho). Esses resultados têm consequências práticas para as empresas, já que implicam uma complicação a mais na gestão da espera. As empresas não somente têm que se esforçar para administrar e reduzir a espera, mas também têm que se preocupar para que esta não seja por causas que fogem de seu controle, como comportamentos ou atitudes de seus trabalhadores ou de seus clientes.

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Cómo citar

APA

Pàmies, M. del M., Ryan, G. y Valverde, M. (2018). ¿De quién es la culpa? Un estudio exploratorio de las causas de la espera en los servicios. Innovar, 28(67), 11–23. https://doi.org/10.15446/innovar.v28n67.68610

ACM

[1]
Pàmies, M. del M., Ryan, G. y Valverde, M. 2018. ¿De quién es la culpa? Un estudio exploratorio de las causas de la espera en los servicios. Innovar. 28, 67 (ene. 2018), 11–23. DOI:https://doi.org/10.15446/innovar.v28n67.68610.

ACS

(1)
Pàmies, M. del M.; Ryan, G.; Valverde, M. ¿De quién es la culpa? Un estudio exploratorio de las causas de la espera en los servicios. Innovar 2018, 28, 11-23.

ABNT

PÀMIES, M. del M.; RYAN, G.; VALVERDE, M. ¿De quién es la culpa? Un estudio exploratorio de las causas de la espera en los servicios. Innovar, [S. l.], v. 28, n. 67, p. 11–23, 2018. DOI: 10.15446/innovar.v28n67.68610. Disponível em: https://revistas.unal.edu.co/index.php/innovar/article/view/68610. Acesso em: 18 mar. 2024.

Chicago

Pàmies, Maria del Mar, Gerard Ryan, y Mireia Valverde. 2018. «¿De quién es la culpa? Un estudio exploratorio de las causas de la espera en los servicios». Innovar 28 (67):11-23. https://doi.org/10.15446/innovar.v28n67.68610.

Harvard

Pàmies, M. del M., Ryan, G. y Valverde, M. (2018) «¿De quién es la culpa? Un estudio exploratorio de las causas de la espera en los servicios», Innovar, 28(67), pp. 11–23. doi: 10.15446/innovar.v28n67.68610.

IEEE

[1]
M. del M. Pàmies, G. Ryan, y M. Valverde, «¿De quién es la culpa? Un estudio exploratorio de las causas de la espera en los servicios», Innovar, vol. 28, n.º 67, pp. 11–23, ene. 2018.

MLA

Pàmies, M. del M., G. Ryan, y M. Valverde. «¿De quién es la culpa? Un estudio exploratorio de las causas de la espera en los servicios». Innovar, vol. 28, n.º 67, enero de 2018, pp. 11-23, doi:10.15446/innovar.v28n67.68610.

Turabian

Pàmies, Maria del Mar, Gerard Ryan, y Mireia Valverde. «¿De quién es la culpa? Un estudio exploratorio de las causas de la espera en los servicios». Innovar 28, no. 67 (enero 1, 2018): 11–23. Accedido marzo 18, 2024. https://revistas.unal.edu.co/index.php/innovar/article/view/68610.

Vancouver

1.
Pàmies M del M, Ryan G, Valverde M. ¿De quién es la culpa? Un estudio exploratorio de las causas de la espera en los servicios. Innovar [Internet]. 1 de enero de 2018 [citado 18 de marzo de 2024];28(67):11-23. Disponible en: https://revistas.unal.edu.co/index.php/innovar/article/view/68610

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