Qualidade de vida profissional de atendentes de central de telecomunicações
Autor(a) principal: | |
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Data de Publicação: | 2014 |
Tipo de documento: | Dissertação |
Idioma: | por |
Título da fonte: | Biblioteca Digital de Teses e Dissertações da FAMERP |
Texto Completo: | http://bdtd.famerp.br/handle/tede/314 |
Resumo: | Technological innovations related to the Internet have caused the restructuring of the telecommunications industry and resulted in an exhausting pace of work and illness among workers from different Telecommunications and Computing sectors. Thus, the professional quality of life of call center workers needs to be studied carefully. Objective: To assess the professional quality of life of call center workers, according to socio-demographic characteristics and problems in the labor process. Methods: This is a descriptive, exploratory, quantitative study conducted with call center workers of a telecommunications company in Sao Jose do Rio Preto, SP. This study was approved by the Ethics Committee for Research on Human Subjects. We used two questionnaires: a socio-demographic questionnaire and the Brazilian validated version of the Professional Quality of Life Questionnaire (ProQoL-35). Results:Workers's socio-demographic characteristics: 80.2% were female; 66.3% were single; up to high school education; mean age 28 years; for 92.9% it was their only job; mean time of work in the company was 3 years; 6-hour work days. Positive PQoL factors reported: Intrinsic motivation, training, available resources and social support. Negative PQoL factors reported: workload and (perceived) organizational support. Conclusion: The results of this study reveal the factors that most affect the professional quality of life in the company studied and contribute to the implementation of actions by occupational health nurses to reduce illness among workers and increase productivity for the company. |
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Soler, Zaída Aurora Sperli GeraldesFreitas, Luciana Venancio Secches deBeretta, Denise26503881886http://lattes.cnpq.br/6618489902310700Parise, Janaina Amoriele2017-02-07T16:09:37Z2014-12-05Parise, Janaina Amoriele. Qualidade de vida profissional de atendentes de central de telecomunicações. 2014. 59 f. Dissertação (Programa de Pós-graduação em Enfermagem) - Faculdade de Medicina de São José do Rio Preto, São José do Rio Preto.1221http://bdtd.famerp.br/handle/tede/314Technological innovations related to the Internet have caused the restructuring of the telecommunications industry and resulted in an exhausting pace of work and illness among workers from different Telecommunications and Computing sectors. Thus, the professional quality of life of call center workers needs to be studied carefully. Objective: To assess the professional quality of life of call center workers, according to socio-demographic characteristics and problems in the labor process. Methods: This is a descriptive, exploratory, quantitative study conducted with call center workers of a telecommunications company in Sao Jose do Rio Preto, SP. This study was approved by the Ethics Committee for Research on Human Subjects. We used two questionnaires: a socio-demographic questionnaire and the Brazilian validated version of the Professional Quality of Life Questionnaire (ProQoL-35). Results:Workers's socio-demographic characteristics: 80.2% were female; 66.3% were single; up to high school education; mean age 28 years; for 92.9% it was their only job; mean time of work in the company was 3 years; 6-hour work days. Positive PQoL factors reported: Intrinsic motivation, training, available resources and social support. Negative PQoL factors reported: workload and (perceived) organizational support. Conclusion: The results of this study reveal the factors that most affect the professional quality of life in the company studied and contribute to the implementation of actions by occupational health nurses to reduce illness among workers and increase productivity for the company.Com as inovações tecnológicas relacionadas ao desenvolvimento da Internet, o setor de telecomunicações foi reestruturado, resultando em ritmo de trabalho desgastante e adoecimento dos trabalhadores de diferentes setores computacionais. Na área de telefonia móvel o processo de trabalho revela necessidade de pesquisas sobre a qualidade de vida profissional de teleatendentes. Objetivo: Avaliar a qualidade de vida no trabalho de atendentes de uma central de telecomunicações, segundo variáveis sóciodemográficas e problemas no processo laboral. Metodologia: Pesquisa de delineamento descritivo-exploratório, com análise quantitativa dos dados, desenvolvida com atendentes de uma empresa prestadora de serviços no setor de telecomunicações, situada em São José do Rio Preto. A pesquisa foi aprovada por Comitê de Ética em pesquisa em seres humanos e foram utilizados dois questionários: um sóciodemográfico e o validado - QVP 35, versão brasileira. Resultados: Na caracterização dos trabalhadores teve-se: 80,2% do sexo feminino; 66,3 % solteiros; escolaridade até ensino médio, idade média de 28 anos; 92,9% único emprego, tempo médio de trabalho na empresa de 3 anos e jornada diária de 6 horas de trabalho. Relataram como positivo na QVP: Motivação Intrínseca, Capacitação para o trabalho, Recursos disponíveis e Apoio Social, enquanto que a Carga de trabalho e o Apoio Organizacional foram destacados como aspectos negativos na empresa. Conclusão: Os resultados deste estudo revelam as áreas que mais comprometem a qualidade de vida profissional na empresa e subsidiam ações do enfermeiro do trabalho que contribuam para a diminuição do adoecimento dos trabalhadores e maior produtividade para a empresa.Submitted by Fabíola Silva (fabiola.silva@famerp.br) on 2017-02-07T16:09:37Z No. of bitstreams: 1 janainaamorieleparise_dissert.pdf: 5902203 bytes, checksum: 401b69dc1dc80bb0ead9354f1967479a (MD5)Made available in DSpace on 2017-02-07T16:09:37Z (GMT). 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dc.title.por.fl_str_mv |
Qualidade de vida profissional de atendentes de central de telecomunicações |
title |
Qualidade de vida profissional de atendentes de central de telecomunicações |
spellingShingle |
Qualidade de vida profissional de atendentes de central de telecomunicações Parise, Janaina Amoriele Quality of Life Telecommunication Network Working Conditions Occupational Health Occupational Health Nursing Qualidade de Vida Rede de Telecomunicações Condições de Trabalho Saúde do Trabalhador Enfermagem do Trabalho ENFERMAGEM::ENFERMAGEM DE SAUDE PUBLICA::5647390027954931658::600 |
title_short |
Qualidade de vida profissional de atendentes de central de telecomunicações |
title_full |
Qualidade de vida profissional de atendentes de central de telecomunicações |
title_fullStr |
Qualidade de vida profissional de atendentes de central de telecomunicações |
title_full_unstemmed |
Qualidade de vida profissional de atendentes de central de telecomunicações |
title_sort |
Qualidade de vida profissional de atendentes de central de telecomunicações |
author |
Parise, Janaina Amoriele |
author_facet |
Parise, Janaina Amoriele |
author_role |
author |
dc.contributor.advisor1.fl_str_mv |
Soler, Zaída Aurora Sperli Geraldes |
dc.contributor.referee1.fl_str_mv |
Freitas, Luciana Venancio Secches de |
dc.contributor.referee2.fl_str_mv |
Beretta, Denise |
dc.contributor.authorID.fl_str_mv |
26503881886 |
dc.contributor.authorLattes.fl_str_mv |
http://lattes.cnpq.br/6618489902310700 |
dc.contributor.author.fl_str_mv |
Parise, Janaina Amoriele |
contributor_str_mv |
Soler, Zaída Aurora Sperli Geraldes Freitas, Luciana Venancio Secches de Beretta, Denise |
dc.subject.eng.fl_str_mv |
Quality of Life Telecommunication Network Working Conditions Occupational Health Occupational Health Nursing |
topic |
Quality of Life Telecommunication Network Working Conditions Occupational Health Occupational Health Nursing Qualidade de Vida Rede de Telecomunicações Condições de Trabalho Saúde do Trabalhador Enfermagem do Trabalho ENFERMAGEM::ENFERMAGEM DE SAUDE PUBLICA::5647390027954931658::600 |
dc.subject.por.fl_str_mv |
Qualidade de Vida Rede de Telecomunicações Condições de Trabalho Saúde do Trabalhador Enfermagem do Trabalho |
dc.subject.cnpq.fl_str_mv |
ENFERMAGEM::ENFERMAGEM DE SAUDE PUBLICA::5647390027954931658::600 |
description |
Technological innovations related to the Internet have caused the restructuring of the telecommunications industry and resulted in an exhausting pace of work and illness among workers from different Telecommunications and Computing sectors. Thus, the professional quality of life of call center workers needs to be studied carefully. Objective: To assess the professional quality of life of call center workers, according to socio-demographic characteristics and problems in the labor process. Methods: This is a descriptive, exploratory, quantitative study conducted with call center workers of a telecommunications company in Sao Jose do Rio Preto, SP. This study was approved by the Ethics Committee for Research on Human Subjects. We used two questionnaires: a socio-demographic questionnaire and the Brazilian validated version of the Professional Quality of Life Questionnaire (ProQoL-35). Results:Workers's socio-demographic characteristics: 80.2% were female; 66.3% were single; up to high school education; mean age 28 years; for 92.9% it was their only job; mean time of work in the company was 3 years; 6-hour work days. Positive PQoL factors reported: Intrinsic motivation, training, available resources and social support. Negative PQoL factors reported: workload and (perceived) organizational support. Conclusion: The results of this study reveal the factors that most affect the professional quality of life in the company studied and contribute to the implementation of actions by occupational health nurses to reduce illness among workers and increase productivity for the company. |
publishDate |
2014 |
dc.date.issued.fl_str_mv |
2014-12-05 |
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2017-02-07T16:09:37Z |
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Parise, Janaina Amoriele. Qualidade de vida profissional de atendentes de central de telecomunicações. 2014. 59 f. Dissertação (Programa de Pós-graduação em Enfermagem) - Faculdade de Medicina de São José do Rio Preto, São José do Rio Preto. |
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http://bdtd.famerp.br/handle/tede/314 |
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1221 |
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Parise, Janaina Amoriele. Qualidade de vida profissional de atendentes de central de telecomunicações. 2014. 59 f. Dissertação (Programa de Pós-graduação em Enfermagem) - Faculdade de Medicina de São José do Rio Preto, São José do Rio Preto. 1221 |
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