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Ortiz García, R. A., Ceballos, Y. F., & Gutiérrez, E. V. (2018). Modelación y simulación de comportamientos humanos en situaciones de emergencia en un call center: una revisión crítica de literatura. Ingenierías USBmed, 9(1), 97–111. https://doi.org/10.21500/20275846.3329
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Abstract
En este trabajo se presenta una revisión de literatura de la modelación y simulación de comportamientos humanos en situaciones de emergencia en un call center. Para la búsqueda se consultaron bases de datos bibliográficas como Scopus, Sciencedirect, y Emerald entre otras, en las que, tras realizar un proceso estructurado de revisión bibliográfica, se encontraron más de 50 artículos. La clasificación de los artículos encontrados se hizo en cuatro categorías: (1) tipo de análisis, (2) tipo de emergencia, (3) tipo de entorno y (4) tipo de comportamiento. En los tipos de análisis de los artículos se encontró que la mayoría se enfocan en estudios estadísticos y heurísticos; los entornos analizados se enfocan principalmente en edificios de oficinas y de otros tipos como vivienda, y locales comerciales; el evento más analizado es el incendio; y en cuanto al tipo de comportamiento se encuentra que son diversas las formas en las cuales las personas reaccionan ante eventos de emergencia. Se encuentra en la literatura consultada la caracterización de los posibles comportamientos de las personas que pueden tener en un evento de emergencia, esto con el fin de tener una aproximación de tales comportamientos dentro de la simulación de eventos de emergencia.
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