作为联系中心服务员的工作:与目的,意义,可持续性和心理健康有关
Ivan Bolis1, Maud Eickhoff2, Wilza Karla Dos Santos Leite3
1Production Engineering Department, Federal University of Paraíba, João Pessoa, Brazil.
联系中心往往优先考虑财务成功而不是员工福利,导致负面外部性. 这项研究强调了需要可持续的工作实践,平衡经济目标与员工发展和健康.
科学领域:
- 组织研究 组织研究
- 工作心理学 工作心理学
- 人体工程学就是人体工程学.
背景情况:
- 许多财务上成功的公司,特别是联系中心,对其员工产生负面外部性.
- 本研究探讨了服务行业经济目标与工人福利之间的内在冲突.
研究的目的:
- 调查联系中心等服务公司如何平衡经济目标,同时促进员工的专业,集体和人类发展.
- 探索将员工福利纳入企业目标中的挑战.
主要方法:
- 定性民族学研究方法.
- 活动为中心的工作分析 (人体工程学工作分析 - EWA) 应用在一个主要的巴西联系中心.
主要成果:
- 该公司的经济成功以牺牲工人的福利为代价,为服务员提供了没有发展前景.
- 在决策过程中,工具理性和权力不对称被确定为忽视员工福利的关键因素.
结论:
- 与工作相关的科学 (人体工程学,工作精神动力学) 可以在企业决策中引入替代的理性.
- 可持续的工作实践对于职业发展,员工健康和提高公司业绩至关重要.
更多相关视频
12:22Mindfulness in Motion MIM: An Onsite Mindfulness Based Intervention MBI for Chronically High Stress Work Environments to Increase Resiliency and Work Engagement
Published on: July 1, 2015
14:32Using Visual and Narrative Methods to Achieve Fair Process in Clinical Care
Published on: February 16, 2011
相关概念视频
Stress and Mental Health
Individuals with depression often experience challenges in both their personal and professional...
Community Based Intervention
Foundations of Community Mental Health Programs
Central to the success of community-based interventions is the...
Dimensions of Health and Illness
Stress Prevention and Stress Management Techniques I
Conscientiousness
Conscientious individuals tend to be organized, responsible, and disciplined. They prioritize completing tasks and following structured routines,...
Stress Prevention and Stress Management Techniques VI
Motivation and Self-Determination
Motivation, the driving force behind behavior, plays a pivotal role at every stage of the change process. The research...
Specialized Care Centers and Settings-I
Daycare centers
They provide several functions. Some facilities care for healthy newborns and children whose parents work, while others are medically focused and care for...
