Clima organizacional y calidad de servicios públicos: Una revisión sistemática
Palabras clave:
Administración pública, clima organizacional, calidad de los servicios, satisfacción de los usuarios, revisión sistemática PRISMA
Resumen
Este estudio consistió en una investigación documental con el propósito de analizar la influencia del clima organizacional en la calidad de los servicios públicos. El problema se centró en identificar qué factores del clima organizacional inciden en la eficiencia institucional y en la satisfacción de los usuarios. Mediante una metodología de revisión sistemática, se seleccionaron estudios relevantes que abordaban esta relación. El análisis de diferentes modelos de gestión de calidad permitió identificar componentes clave como la comunicación interna, el liderazgo efectivo y la satisfacción laboral como factores determinantes. Los resultados sugieren que un clima organizacional positivo contribuye significativamente a la mejora de la calidad en la prestación de servicios públicos. Se concluye que, aunque existe evidencia teórica consistente, es necesario desarrollar estudios empíricos que refuercen esta relación y orienten estrategias de gestión más eficaces.
Descargas
La descarga de datos todavía no está disponible.
Citas
Abrego, D., Sánchez, Y., y Medina, J. M. (2016). Influencia de los sistemas de información en los resultados organizacionales. Contaduría y Administración, 62(2), 303-320. https://doi.org/10.1016/j.cya.2016.07.005
Achrol, R. S., y Stern, L. W. (1988). Environmental determinants of decision-making uncertainty in marketing channels. Journal of Marketing Research, 25(1), 36-50. https://doi.org/10.1177/002224378802500104
Acosta, R. K., Ospino, Ó. J., y Valencia, V. E. (2017). Diseño de un Sistema de Planificación de Recursos Empresariales (ERP) para una Microempresa. Inge Cuc, 13(1), 84-100. https://revistascientificas.cuc.edu.co/ingecuc/article/view/1483
Alonso, P., y Aguilera, A. M. (2021). Relación entre satisfacción laboral y clima organizacional: un metaanálisis. Apuntes de Psicología, 39(1), 27-38. https://doi.org/10.55414/ap.v39i1.868
Bagnoli, L. (2019). Does health insurance improve health for all? Heterogeneous effects on children in Ghana. World Development, 124, 104636. https://doi.org/10.1016/j.worlddev.2019.104636
Balabonienė, I., y Večerskienė, G. (2015). The aspects of performance measurement in public sector organization. Procedia - Social and Behavioral Sciences, 213, 314-320. https://doi.org/10.1016/j.sbspro.2015.11.544
Bapat, D. (2020). Antecedents to responsible financial management behavior among young adults: Moderating role of financial risk tolerance. International Journal of Bank Marketing, 38(5), 1177-1194. https://doi.org/10.1108/ijbm-10-2019-0356
Benfeddoul, S., y Alaoui, A. (2024). Cross-sectional patterns in Moroccan stock returns: A Fama-French perspective. International Journal of Economics and Financial Issues, 14(6), 182-194. https://doi.org/10.32479/ijefi.17032
Bernal, I., Pedraza, N. A., y Sánchez, M. L. (2014). El clima organizacional y su relación con la calidad de los servicios públicos de salud: Diseño de un modelo teórico. Estudios Gerenciales, 31, 8-19. https://doi.org/10.1016/j.estger.2014.08.003
Bikker, J. A., y Bekooij, J. G. J. (2024). Market forces in healthcare insurance: The impact of healthcare reform on regulated competition revisited. International Journal of Finance & Economics, 29(4), 4303-4318. https://doi.org/10.1002/ijfe.2875
Bussemakers, C., Van Oosterhout, K., Kraaykamp, G., y Spierings, N. (2017). Women’s worldwide education–employment connection: A multilevel analysis of the moderating impact of economic, political, and cultural contexts. World Development, 99, 28-41. https://doi.org/10.1016/j.worlddev.2017.07.002
Byrka-Kita, K., y Bulasiński, K. (2024). CEO pay ratio versus financial performance in Polish public companies. Economics and Business Review, 10(3), 197-215. https://doi.org/10.18559/ebr.2024.3.1480
Capar, N., y Kotabe, M. (2003). The relationship between international diversification and performance in service firms. Journal of International Business Studies, 34(4), 345-355. https://doi.org/10.1057/palgrave.jibs.8400036
Chang, K.-V., Hsu, T.-H., Wu, W.-T., Huang, K.-C., y Han, D.-S. (2016). Association between sarcopenia and cognitive impairment: A systematic review and meta-analysis. Journal of the American Medical Directors Association, 17(12), 1164.E7-1164.E15. https://doi.org/10.1016/j.jamda.2016.09.013
Channa, A., y Faguet, J.-P. (2016). Decentralization of health and education in developing countries: A quality-adjusted review of the empirical literature. The World Bank Research Observer, 31(2), 199-241. https://doi.org/10.1093/wbro/lkw001
Chen, R. C. Y., Hung, S.-W., y Lee, C.-H. (2018). Corporate social responsibility and firm idiosyncratic risk in different market states. Corporate Social Responsibility and Environmental Management, 25(4), 642-658. https://doi.org/10.1002/csr.1483
Chicoine, L., y Guzman, J. C. (2017). Increasing rural health clinic utilization with SMS updates: Evidence from a randomized evaluation in Uganda. World Development, 99, 419-430. https://doi.org/10.1016/j.worlddev.2017.05.029
Cui, A. S., y O’Connor, G. (2012). Alliance portfolio resource diversity and firm innovation. Journal of Marketing, 76(4), 24-43. https://doi.org/10.1509/jm.11.0130
Daka, D. W., Woldie, M., Ergiba, M. S., Sori, B. K., Bayisa, D. A., Amente, A. B., y Bobo, F. T. (2020). Inequities in the uptake of reproductive and maternal health services in the biggest regional state of Ethiopia: Too far from “leaving no one behind”. ClinicoEconomics and Outcomes Research, 12, 595-607. https://doi.org/10.2147/CEOR.S269955
Daniëls, E., Hondeghem, A., y Heystek, J. (2020). School leaders’ and teachers’ leadership perceptions: Differences and similarities. Journal of Educational Administration, 58(6), 645-660. https://doi.org/10.1108/jea-11-2019-0199
Deb, R., y Roesler, A.-K. (2023). Multi-dimensional screening: Buyer-optimal learning and informational robustness. The Review of Economic Studies, 91(5), 2744-2770. https://doi.org/10.1093/restud/rdad100
De Leeuw, T., Lokshin, B., y Duysters, G. (2014). Returns to alliance portfolio diversity: The relative effects of partner diversity on firm’s innovative performance and productivity. Journal of Business Research, 67(9), 1839-1849. https://doi.org/10.1016/j.jbusres.2013.12.005
Díaz, M. Á., y Pérez, C. D. C. (2023). Nivel de satisfacción de los estudiantes de gerencia estratégica de marketing de la Uniagustiniana-Colombia. Revista de Ciencias Sociales (Ve), XXIX(2), 387-405. https://doi.org/10.31876/rcs.v29i2.39983
Egger, H., y Fischer, C. (2020). Increasing resistance to globalization: The role of trade in tasks. European Economic Review, 126, 103446. https://doi.org/10.1016/j.euroecorev.2020.103446
Fister, J., Matraves, C., Stancill, M., Stockdale, D., Sullivan, S., Taylor, S., y Yankelevich, A. (2022). Economics at the FCC 2021–22: 5G spectrum auctions, affordable connectivity, broadband data collection, and merger review. Review of Industrial Organization, 61(4), 489-520. https://doi.org/10.1007/s11151-022-09887-6
Foster, M. E., Smith, S. A., y Spencer, T. D. (2022). Sources of individual differences in early elementary school science achievement among multilingual and English monolingual children in the U.S. Cognitive Development, 63, 101223. https://doi.org/10.1016/j.cogdev.2022.101223
García-Rubiano, M., Vesga-Rodríguez, J. J., y Gómez-Rada, C. A. (2020). Clima organizacional: Teoría y práctica. Editorial Universidad Católica de Colombia. https://doi.org/10.14718/9789585133396.2020
Giachetti, C. (2012). A resource-based perspective on the relationship between service diversification and firm performance: Evidence from Italian facility management firms. Journal of Business Economics and Management, 13(3), 567-585. https://doi.org/10.3846/16111699.2011.624630
Gibbons, L. V. (2020). Regenerative—The new sustainable? Sustainability, 12(13), 5483. https://doi.org/10.3390/su12135483
Gola, S. (2016). Medical tourism in India – In whose interest? Journal of International Trade Law and Policy, 15(2/3), 115-133. https://doi.org/10.1108/jitlp-01-2016-0005
Grant, R. M., Jammine, A. P., y Thomas, H. (1988). Diversity, diversification, and profitability among british manufacturing companies, 1972–1984. Academy of Management Journal, 31(4), 771-801. https://journals.aom.org/doi/10.5465/256338
Habibi, M. A., Ulman, M., Baha, B., y Stočes, M. (2017). Measurement and statistical analysis of end user satisfaction with mobile network coverage in Afghanistan. Agris On-line Papers in Economics and Informatics, IX(2), 47-58. https://doi.org/10.7160/aol.2017.090204
He, J., Yi, H., y Liu, J. (2016). Urban green space recreational service assessment and management: A conceptual model based on the service generation process. Ecological Economics, 124, 59-68. https://doi.org/10.1016/j.ecolecon.2016.01.023
Holzer, M., y Schwester, R. W. (2015). Public Administration: An introduction. Routledge. https://doi.org/10.4324/9781315685786
Joshi, A. (2017). Legal empowerment and social accountability: Complementary strategies toward rights-based development in health? World Development, 99, 160-172. https://doi.org/10.1016/j.worlddev.2017.07.008
Kailthya, S., y Kambhampati, U. (2022). Political competition and public healthcare: Evidence from India. World Development, 153, 105820. https://doi.org/10.1016/j.worlddev.2022.105820
Kaplan, R. S., y Norton, D. P. (1992). The balanced scorecard-measures that drive performance. Harvard Business Review, 70, 71-79. https://hbr.org/1992/01/the-balanced-scorecard-measures-that-drive-performance-2?language=es
Kaplan, R. S., y Norton, D. P. (2001). Cómo utilizar el cuadro de mando integral: Para implantar y gestionar su estrategia. Gestión 2000.
Kettl, D. F. (2006). The global public management revolution: A report on the transformation of governance. Rowman & Littlefield.
Kidd, S. M. (2020). ‘Gaelic a recommendation’: Language and employment in the nineteenth-century Highlands. Journal of Scottish Historical Studies, 40(2), 77-102. https://doi.org/10.3366/jshs.2020.0298
Kline, P., y Walters, C. R. (2016). Evaluating public programs with close substitutes: The case of Head Start. The Quarterly Journal of Economics, 131(4), 1795-1848. https://doi.org/10.1093/qje/qjw027
Li, Z., Chen, X., Ye, Y., Wang, F., Liao, K., y Wang, C. (2023). The impact of digital economy on industrial carbon emission efficiency at the city level in China: Gravity movement trajectories and driving mechanisms. Environmental Technology & Innovation, 33, 103511. https://doi.org/10.1016/j.eti.2023.103511
Ling, H.-C., Chen, H.-R., Ho, K. K. W., y Hsiao, K.-L. (2020). Exploring the factors affecting customers’ intention to purchase a smart speaker. Journal of Retailing and Consumer Services, 59, 102331. https://doi.org/10.1016/j.jretconser.2020.102331
Liu, L., y Zhang, H. (2021). Financial literacy, self-efficacy and risky credit behavior among college students: Evidence from online consumer credit. Journal of Behavioral and Experimental Finance, 32, 100569. https://doi.org/10.1016/j.jbef.2021.100569
Liu, Y., Wang, W., y Chen, D. (2019). Vinculación de la cultura organizacional ambidiestra con el comportamiento innovador: Un modelo de mediación moderada de empoderamiento psicológico y liderazgo transformacional. Frontiers in Psychology, 10, 02192. https://doi.org/10.3389/fpsyg.2019.02192
Londar, S., Lytvynchuk, A., Versal, N., Posnova, T., y Tereshchenko, H. (2020). Investment in human capital within the creative economy formation: Case of the Eastern and Central Europe countries. Comparative Economic Research Central and Eastern Europe, 23(4), 129-148. https://doi.org/10.18778/1508-2008.23.31
López, C. E., Acosta, A. M., y Díaz, M. Á. (2025). Multidimensionalidad del brand equity basado en la percepción del consumidor en Instituciones de Educación Superior en Bogotá-Colombia. Revista de Ciencias Sociales (Ve), XXXI(2), 263-277. https://doi.org/10.31876/rcs.v31i2.43765
Malganova, I. G., Gallyamova, D. K., Gafurov, I. R., y Pratchenko, O. V. (2014). Social and territorial aspects of the national economic security in Russia. Mediterranean Journal of Social Sciences, 5(28), 79-85. https://doi.org/10.5901/mjss.2014.v5n28p79
McKenna, P., Cannon, N., Conway, J., Dooley, J., y Davies, W. P. (2018). Red clover (Trifolium pratense) in conservation agriculture: A compelling case for increased adoption. International Journal of Agricultural Sustainability, 16(4–5), 342-366. https://doi.org/10.1080/14735903.2018.1498442
Morello, T. F., Piketty, M.-G., Gardner, T., Parry, L., Barlow, J., Ferreira, J., y Tancredi, N. S. (2017). Fertilizer adoption by smallholders in the Brazilian Amazon: Farm-level evidence. Ecological Economics, 144, 278-291. https://doi.org/10.1016/j.ecolecon.2017.08.010
Peitz, M., y Schuett, F. (2016). Net neutrality and inflation of traffic. International Journal of Industrial Organization, 46, 16-62. https://doi.org/10.1016/j.ijindorg.2016.03.003
Purkayastha, S. (2013). Diversification strategy and firm performance: Evidence from Indian manufacturing firms. Global Business Review, 14(1), 1-23. https://doi.org/10.1177/0972150912466363
Rindfleisch, A., y Moorman, C. (2001). The acquisition and utilization of information in new product alliances: A strength-of-ties perspective. Journal of Marketing, 65(2), 1-18. https://doi.org/10.1509/jmkg.65.2.1.18253
Rivas, E. D. C., Pinto, G. A., y Valdivia, M. A. (2025). Sociedad del conocimiento y líneas de investigación: Una ventana en la Educación Superior. Revista de Ciencias Sociales (Ve), XXXI(E-11), 355-367. https://doi.org/10.31876/rcs.v31i.44006
Rodríguez-Ponce, E., Ancoma, C., y Oneto, S. (2024). Aprendizaje organizacional en instituciones de educación superior. Revista de Ciencias Sociales (Ve), XXX(4), 473-489. https://doi.org/10.31876/rcs.v30i4.43044
Segredo, A. M., García, A. J., López, P., León, P., y Perdomo, I. (2015). Enfoque sistémico del clima organizacional y su aplicación en salud pública. Revista Cubana de Salud Pública, 41. https://revsaludpublica.sld.cu/index.php/spu/article/view/300
Solesvik, M., y Kondratenko, Y. (2018). Architecture for collaborative digital simulation for the polar regions. In V. Kharchenko, Y. Kondratenko y J. Kacprzyk (Eds.), Green IT Engineering: Social, Business and Industrial Applications. Studies in Systems, Decision and Control (Vol 171, pp. 517-531). Springer. https://doi.org/10.1007/978-3-030-00253-4_22
Song, P., Zha, M., Yang, Q., Zhang, Y., Li, X., y Rudan, I. (2021). The prevalence of adult attention-deficit hyperactivity disorder: A global systematic review and meta-analysis. Journal Of Global Health, 11, 04009. https://doi.org/10.7189/jogh.11.04009
Thomas, A., y Gupta, V. (2021). Social capital theory, social exchange theory, social cognitive theory, financial literacy, and the role of knowledge sharing as a moderator in enhancing financial well-being: From bibliometric analysis to a conceptual framework model. Frontiers In Psychology, 12, 664638. https://doi.org/10.3389/fpsyg.2021.664638
Trang, N. T. T., Duong, N. T., y Binh, P. N. (2024). The impact of asset-liability management on the profitability of listed commercial banks in Vietnam. International Journal of Economics and Financial Issues, 14(6), 369-378. https://doi.org/10.32479/ijefi.17163
Tushman, M. L., y O’Reilly, C. A. (1996). Ambidextrous organizations: Managing evolutionary and revolutionary change. California Management Review, 38(4), 8-29. https://doi.org/10.2307/41165852
Wuyts, S., Dutta, S., y Stremersch, S. (2004). Portfolios of interfirm agreements in technology-intensive markets: Consequences for innovation and profitability. Journal Of Marketing, 68(2), 88-100. https://doi.org/10.1509/jmkg.68.2.88.27787
Xing, M., y Lee, S.-H. (2024). Profitable environmental corporate social responsibility under managers’ relative profit performance competition. Bulletin of Economic Research, 76(4), 916-934. https://doi.org/10.1111/boer.12452
Yayla, A. A., y Hu, Q. (2012). The impact of IT-business strategic alignment on firm performance in a developing country setting: Exploring moderating roles of environmental uncertainty and strategic orientation. European Journal of Information Systems, 21(4), 373-387. https://doi.org/10.1057/ejis.2011.52
You, A., Kim, J. K., Ryu, I. H., y Yoo, T. K. (2022). Application of generative adversarial networks (GAN) for ophthalmology image domains: A survey. Eye and Vision, 9(1), 6. https://doi.org/10.1186/s40662-022-00277-3
Zaharia, C., y Zaharia, I. (2012). Corporate governance and the market value of firms. Economics, Management, and Financial Markets, 7(4), 227-232. https://addletonacademicpublishers.com/contents-emfm/127-volume-7-4-2012/1489-corporate-governance-and-the-market-value-of-firms
Zapata, K. V., y Tovar, E. A. (2024). El clima organizacional y su relación con la productividad. Aula Virtual, 5(12), 913-928. https://doi.org/10.5281/zenodo.13311668
Achrol, R. S., y Stern, L. W. (1988). Environmental determinants of decision-making uncertainty in marketing channels. Journal of Marketing Research, 25(1), 36-50. https://doi.org/10.1177/002224378802500104
Acosta, R. K., Ospino, Ó. J., y Valencia, V. E. (2017). Diseño de un Sistema de Planificación de Recursos Empresariales (ERP) para una Microempresa. Inge Cuc, 13(1), 84-100. https://revistascientificas.cuc.edu.co/ingecuc/article/view/1483
Alonso, P., y Aguilera, A. M. (2021). Relación entre satisfacción laboral y clima organizacional: un metaanálisis. Apuntes de Psicología, 39(1), 27-38. https://doi.org/10.55414/ap.v39i1.868
Bagnoli, L. (2019). Does health insurance improve health for all? Heterogeneous effects on children in Ghana. World Development, 124, 104636. https://doi.org/10.1016/j.worlddev.2019.104636
Balabonienė, I., y Večerskienė, G. (2015). The aspects of performance measurement in public sector organization. Procedia - Social and Behavioral Sciences, 213, 314-320. https://doi.org/10.1016/j.sbspro.2015.11.544
Bapat, D. (2020). Antecedents to responsible financial management behavior among young adults: Moderating role of financial risk tolerance. International Journal of Bank Marketing, 38(5), 1177-1194. https://doi.org/10.1108/ijbm-10-2019-0356
Benfeddoul, S., y Alaoui, A. (2024). Cross-sectional patterns in Moroccan stock returns: A Fama-French perspective. International Journal of Economics and Financial Issues, 14(6), 182-194. https://doi.org/10.32479/ijefi.17032
Bernal, I., Pedraza, N. A., y Sánchez, M. L. (2014). El clima organizacional y su relación con la calidad de los servicios públicos de salud: Diseño de un modelo teórico. Estudios Gerenciales, 31, 8-19. https://doi.org/10.1016/j.estger.2014.08.003
Bikker, J. A., y Bekooij, J. G. J. (2024). Market forces in healthcare insurance: The impact of healthcare reform on regulated competition revisited. International Journal of Finance & Economics, 29(4), 4303-4318. https://doi.org/10.1002/ijfe.2875
Bussemakers, C., Van Oosterhout, K., Kraaykamp, G., y Spierings, N. (2017). Women’s worldwide education–employment connection: A multilevel analysis of the moderating impact of economic, political, and cultural contexts. World Development, 99, 28-41. https://doi.org/10.1016/j.worlddev.2017.07.002
Byrka-Kita, K., y Bulasiński, K. (2024). CEO pay ratio versus financial performance in Polish public companies. Economics and Business Review, 10(3), 197-215. https://doi.org/10.18559/ebr.2024.3.1480
Capar, N., y Kotabe, M. (2003). The relationship between international diversification and performance in service firms. Journal of International Business Studies, 34(4), 345-355. https://doi.org/10.1057/palgrave.jibs.8400036
Chang, K.-V., Hsu, T.-H., Wu, W.-T., Huang, K.-C., y Han, D.-S. (2016). Association between sarcopenia and cognitive impairment: A systematic review and meta-analysis. Journal of the American Medical Directors Association, 17(12), 1164.E7-1164.E15. https://doi.org/10.1016/j.jamda.2016.09.013
Channa, A., y Faguet, J.-P. (2016). Decentralization of health and education in developing countries: A quality-adjusted review of the empirical literature. The World Bank Research Observer, 31(2), 199-241. https://doi.org/10.1093/wbro/lkw001
Chen, R. C. Y., Hung, S.-W., y Lee, C.-H. (2018). Corporate social responsibility and firm idiosyncratic risk in different market states. Corporate Social Responsibility and Environmental Management, 25(4), 642-658. https://doi.org/10.1002/csr.1483
Chicoine, L., y Guzman, J. C. (2017). Increasing rural health clinic utilization with SMS updates: Evidence from a randomized evaluation in Uganda. World Development, 99, 419-430. https://doi.org/10.1016/j.worlddev.2017.05.029
Cui, A. S., y O’Connor, G. (2012). Alliance portfolio resource diversity and firm innovation. Journal of Marketing, 76(4), 24-43. https://doi.org/10.1509/jm.11.0130
Daka, D. W., Woldie, M., Ergiba, M. S., Sori, B. K., Bayisa, D. A., Amente, A. B., y Bobo, F. T. (2020). Inequities in the uptake of reproductive and maternal health services in the biggest regional state of Ethiopia: Too far from “leaving no one behind”. ClinicoEconomics and Outcomes Research, 12, 595-607. https://doi.org/10.2147/CEOR.S269955
Daniëls, E., Hondeghem, A., y Heystek, J. (2020). School leaders’ and teachers’ leadership perceptions: Differences and similarities. Journal of Educational Administration, 58(6), 645-660. https://doi.org/10.1108/jea-11-2019-0199
Deb, R., y Roesler, A.-K. (2023). Multi-dimensional screening: Buyer-optimal learning and informational robustness. The Review of Economic Studies, 91(5), 2744-2770. https://doi.org/10.1093/restud/rdad100
De Leeuw, T., Lokshin, B., y Duysters, G. (2014). Returns to alliance portfolio diversity: The relative effects of partner diversity on firm’s innovative performance and productivity. Journal of Business Research, 67(9), 1839-1849. https://doi.org/10.1016/j.jbusres.2013.12.005
Díaz, M. Á., y Pérez, C. D. C. (2023). Nivel de satisfacción de los estudiantes de gerencia estratégica de marketing de la Uniagustiniana-Colombia. Revista de Ciencias Sociales (Ve), XXIX(2), 387-405. https://doi.org/10.31876/rcs.v29i2.39983
Egger, H., y Fischer, C. (2020). Increasing resistance to globalization: The role of trade in tasks. European Economic Review, 126, 103446. https://doi.org/10.1016/j.euroecorev.2020.103446
Fister, J., Matraves, C., Stancill, M., Stockdale, D., Sullivan, S., Taylor, S., y Yankelevich, A. (2022). Economics at the FCC 2021–22: 5G spectrum auctions, affordable connectivity, broadband data collection, and merger review. Review of Industrial Organization, 61(4), 489-520. https://doi.org/10.1007/s11151-022-09887-6
Foster, M. E., Smith, S. A., y Spencer, T. D. (2022). Sources of individual differences in early elementary school science achievement among multilingual and English monolingual children in the U.S. Cognitive Development, 63, 101223. https://doi.org/10.1016/j.cogdev.2022.101223
García-Rubiano, M., Vesga-Rodríguez, J. J., y Gómez-Rada, C. A. (2020). Clima organizacional: Teoría y práctica. Editorial Universidad Católica de Colombia. https://doi.org/10.14718/9789585133396.2020
Giachetti, C. (2012). A resource-based perspective on the relationship between service diversification and firm performance: Evidence from Italian facility management firms. Journal of Business Economics and Management, 13(3), 567-585. https://doi.org/10.3846/16111699.2011.624630
Gibbons, L. V. (2020). Regenerative—The new sustainable? Sustainability, 12(13), 5483. https://doi.org/10.3390/su12135483
Gola, S. (2016). Medical tourism in India – In whose interest? Journal of International Trade Law and Policy, 15(2/3), 115-133. https://doi.org/10.1108/jitlp-01-2016-0005
Grant, R. M., Jammine, A. P., y Thomas, H. (1988). Diversity, diversification, and profitability among british manufacturing companies, 1972–1984. Academy of Management Journal, 31(4), 771-801. https://journals.aom.org/doi/10.5465/256338
Habibi, M. A., Ulman, M., Baha, B., y Stočes, M. (2017). Measurement and statistical analysis of end user satisfaction with mobile network coverage in Afghanistan. Agris On-line Papers in Economics and Informatics, IX(2), 47-58. https://doi.org/10.7160/aol.2017.090204
He, J., Yi, H., y Liu, J. (2016). Urban green space recreational service assessment and management: A conceptual model based on the service generation process. Ecological Economics, 124, 59-68. https://doi.org/10.1016/j.ecolecon.2016.01.023
Holzer, M., y Schwester, R. W. (2015). Public Administration: An introduction. Routledge. https://doi.org/10.4324/9781315685786
Joshi, A. (2017). Legal empowerment and social accountability: Complementary strategies toward rights-based development in health? World Development, 99, 160-172. https://doi.org/10.1016/j.worlddev.2017.07.008
Kailthya, S., y Kambhampati, U. (2022). Political competition and public healthcare: Evidence from India. World Development, 153, 105820. https://doi.org/10.1016/j.worlddev.2022.105820
Kaplan, R. S., y Norton, D. P. (1992). The balanced scorecard-measures that drive performance. Harvard Business Review, 70, 71-79. https://hbr.org/1992/01/the-balanced-scorecard-measures-that-drive-performance-2?language=es
Kaplan, R. S., y Norton, D. P. (2001). Cómo utilizar el cuadro de mando integral: Para implantar y gestionar su estrategia. Gestión 2000.
Kettl, D. F. (2006). The global public management revolution: A report on the transformation of governance. Rowman & Littlefield.
Kidd, S. M. (2020). ‘Gaelic a recommendation’: Language and employment in the nineteenth-century Highlands. Journal of Scottish Historical Studies, 40(2), 77-102. https://doi.org/10.3366/jshs.2020.0298
Kline, P., y Walters, C. R. (2016). Evaluating public programs with close substitutes: The case of Head Start. The Quarterly Journal of Economics, 131(4), 1795-1848. https://doi.org/10.1093/qje/qjw027
Li, Z., Chen, X., Ye, Y., Wang, F., Liao, K., y Wang, C. (2023). The impact of digital economy on industrial carbon emission efficiency at the city level in China: Gravity movement trajectories and driving mechanisms. Environmental Technology & Innovation, 33, 103511. https://doi.org/10.1016/j.eti.2023.103511
Ling, H.-C., Chen, H.-R., Ho, K. K. W., y Hsiao, K.-L. (2020). Exploring the factors affecting customers’ intention to purchase a smart speaker. Journal of Retailing and Consumer Services, 59, 102331. https://doi.org/10.1016/j.jretconser.2020.102331
Liu, L., y Zhang, H. (2021). Financial literacy, self-efficacy and risky credit behavior among college students: Evidence from online consumer credit. Journal of Behavioral and Experimental Finance, 32, 100569. https://doi.org/10.1016/j.jbef.2021.100569
Liu, Y., Wang, W., y Chen, D. (2019). Vinculación de la cultura organizacional ambidiestra con el comportamiento innovador: Un modelo de mediación moderada de empoderamiento psicológico y liderazgo transformacional. Frontiers in Psychology, 10, 02192. https://doi.org/10.3389/fpsyg.2019.02192
Londar, S., Lytvynchuk, A., Versal, N., Posnova, T., y Tereshchenko, H. (2020). Investment in human capital within the creative economy formation: Case of the Eastern and Central Europe countries. Comparative Economic Research Central and Eastern Europe, 23(4), 129-148. https://doi.org/10.18778/1508-2008.23.31
López, C. E., Acosta, A. M., y Díaz, M. Á. (2025). Multidimensionalidad del brand equity basado en la percepción del consumidor en Instituciones de Educación Superior en Bogotá-Colombia. Revista de Ciencias Sociales (Ve), XXXI(2), 263-277. https://doi.org/10.31876/rcs.v31i2.43765
Malganova, I. G., Gallyamova, D. K., Gafurov, I. R., y Pratchenko, O. V. (2014). Social and territorial aspects of the national economic security in Russia. Mediterranean Journal of Social Sciences, 5(28), 79-85. https://doi.org/10.5901/mjss.2014.v5n28p79
McKenna, P., Cannon, N., Conway, J., Dooley, J., y Davies, W. P. (2018). Red clover (Trifolium pratense) in conservation agriculture: A compelling case for increased adoption. International Journal of Agricultural Sustainability, 16(4–5), 342-366. https://doi.org/10.1080/14735903.2018.1498442
Morello, T. F., Piketty, M.-G., Gardner, T., Parry, L., Barlow, J., Ferreira, J., y Tancredi, N. S. (2017). Fertilizer adoption by smallholders in the Brazilian Amazon: Farm-level evidence. Ecological Economics, 144, 278-291. https://doi.org/10.1016/j.ecolecon.2017.08.010
Peitz, M., y Schuett, F. (2016). Net neutrality and inflation of traffic. International Journal of Industrial Organization, 46, 16-62. https://doi.org/10.1016/j.ijindorg.2016.03.003
Purkayastha, S. (2013). Diversification strategy and firm performance: Evidence from Indian manufacturing firms. Global Business Review, 14(1), 1-23. https://doi.org/10.1177/0972150912466363
Rindfleisch, A., y Moorman, C. (2001). The acquisition and utilization of information in new product alliances: A strength-of-ties perspective. Journal of Marketing, 65(2), 1-18. https://doi.org/10.1509/jmkg.65.2.1.18253
Rivas, E. D. C., Pinto, G. A., y Valdivia, M. A. (2025). Sociedad del conocimiento y líneas de investigación: Una ventana en la Educación Superior. Revista de Ciencias Sociales (Ve), XXXI(E-11), 355-367. https://doi.org/10.31876/rcs.v31i.44006
Rodríguez-Ponce, E., Ancoma, C., y Oneto, S. (2024). Aprendizaje organizacional en instituciones de educación superior. Revista de Ciencias Sociales (Ve), XXX(4), 473-489. https://doi.org/10.31876/rcs.v30i4.43044
Segredo, A. M., García, A. J., López, P., León, P., y Perdomo, I. (2015). Enfoque sistémico del clima organizacional y su aplicación en salud pública. Revista Cubana de Salud Pública, 41. https://revsaludpublica.sld.cu/index.php/spu/article/view/300
Solesvik, M., y Kondratenko, Y. (2018). Architecture for collaborative digital simulation for the polar regions. In V. Kharchenko, Y. Kondratenko y J. Kacprzyk (Eds.), Green IT Engineering: Social, Business and Industrial Applications. Studies in Systems, Decision and Control (Vol 171, pp. 517-531). Springer. https://doi.org/10.1007/978-3-030-00253-4_22
Song, P., Zha, M., Yang, Q., Zhang, Y., Li, X., y Rudan, I. (2021). The prevalence of adult attention-deficit hyperactivity disorder: A global systematic review and meta-analysis. Journal Of Global Health, 11, 04009. https://doi.org/10.7189/jogh.11.04009
Thomas, A., y Gupta, V. (2021). Social capital theory, social exchange theory, social cognitive theory, financial literacy, and the role of knowledge sharing as a moderator in enhancing financial well-being: From bibliometric analysis to a conceptual framework model. Frontiers In Psychology, 12, 664638. https://doi.org/10.3389/fpsyg.2021.664638
Trang, N. T. T., Duong, N. T., y Binh, P. N. (2024). The impact of asset-liability management on the profitability of listed commercial banks in Vietnam. International Journal of Economics and Financial Issues, 14(6), 369-378. https://doi.org/10.32479/ijefi.17163
Tushman, M. L., y O’Reilly, C. A. (1996). Ambidextrous organizations: Managing evolutionary and revolutionary change. California Management Review, 38(4), 8-29. https://doi.org/10.2307/41165852
Wuyts, S., Dutta, S., y Stremersch, S. (2004). Portfolios of interfirm agreements in technology-intensive markets: Consequences for innovation and profitability. Journal Of Marketing, 68(2), 88-100. https://doi.org/10.1509/jmkg.68.2.88.27787
Xing, M., y Lee, S.-H. (2024). Profitable environmental corporate social responsibility under managers’ relative profit performance competition. Bulletin of Economic Research, 76(4), 916-934. https://doi.org/10.1111/boer.12452
Yayla, A. A., y Hu, Q. (2012). The impact of IT-business strategic alignment on firm performance in a developing country setting: Exploring moderating roles of environmental uncertainty and strategic orientation. European Journal of Information Systems, 21(4), 373-387. https://doi.org/10.1057/ejis.2011.52
You, A., Kim, J. K., Ryu, I. H., y Yoo, T. K. (2022). Application of generative adversarial networks (GAN) for ophthalmology image domains: A survey. Eye and Vision, 9(1), 6. https://doi.org/10.1186/s40662-022-00277-3
Zaharia, C., y Zaharia, I. (2012). Corporate governance and the market value of firms. Economics, Management, and Financial Markets, 7(4), 227-232. https://addletonacademicpublishers.com/contents-emfm/127-volume-7-4-2012/1489-corporate-governance-and-the-market-value-of-firms
Zapata, K. V., y Tovar, E. A. (2024). El clima organizacional y su relación con la productividad. Aula Virtual, 5(12), 913-928. https://doi.org/10.5281/zenodo.13311668
Publicado
2025-12-09
Cómo citar
Merchán Freire, J. L., Sánchez León, C. E., Zárate Enríquez, V. A., & Espinoza Toalombo, R. A. (2025). Clima organizacional y calidad de servicios públicos: Una revisión sistemática. Revista De Ciencias Sociales, 31(4), 411-428. https://doi.org/10.31876/rcs.v31i4.44871
Número
Sección
Artículos
Esta obra está bajo licencia internacional Creative Commons Reconocimiento-NoComercial-CompartirIgual 4.0.
1.jpg)
1.jpg)
