Compreensão do trabalho dos aeroviários no atendimento aos passageiros com necessidade de assistência especial: uma perspectiva da atividade
Autor(a) principal: | |
---|---|
Data de Publicação: | 2018 |
Tipo de documento: | Dissertação |
Idioma: | por |
Título da fonte: | Repositório Institucional da UFSCAR |
Texto Completo: | https://repositorio.ufscar.br/handle/ufscar/10082 |
Resumo: | The price reduction of air tickets in Brazil has raised the flow of passengers, as well as the diversity of people utilizing kind of transport. Some specific groups need differentiated services in relation to others and face several difficulties during air travel. Some of these difficulties are related to services provided by air service employees, airline workers responsible for ground services inside the terminal. The aim of the present study was to understand the work activity of air service employees in the aid of these specific groups of passengers, encompassed in the denomination of PNAEs (Passengers with Special Needs). The research has a qualitative approach and the work was studied in light of the Theory of Activity and of concepts of Activity Ergonomics. The method of the study was the Ergonomic Work Analysis (AET), and the data collection took place in 11 Brazilian airports, distributed in the 5 major regions of the country. Observations and interviews were carried out and posteriorly analyzed by the method of content analysis. The results describe the task and the work activity of airline service employees in all steps of the attendance process, including the check-in attendance, the guidance of passengers inside the terminal, the boarding procedure, the flight dispatch, and the disembarkation of passengers. The results also identified contradictions and discontinuities in the systems of activities, which constrain the work of the air service employees, generating difficulties and conflicts. The main factors that cause conflicts are: the lack of resources and conditions necessary for the air service employees to carry out their work, and the lack of information of passengers related to the procedures to be followed in the complex context of aviation. The study brought contributions to the understanding of the work of the air service employees, little discussed in the literature, and the approach in light of the perspective of the activity made it possible to confront the logics of different social actors of air transport, giving a broad view of the work context, and the interactions between its elements. |
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Figueiredo, Júlia PierreMenegon, Nilton Luizhttp://lattes.cnpq.br/5461487552981919http://lattes.cnpq.br/775814763943686803a35a50-5120-459a-b302-06650766ef942018-05-21T17:43:57Z2018-05-21T17:43:57Z2018-03-05FIGUEIREDO, Júlia Pierre. Compreensão do trabalho dos aeroviários no atendimento aos passageiros com necessidade de assistência especial: uma perspectiva da atividade. 2018. Dissertação (Mestrado em Engenharia de Produção) – Universidade Federal de São Carlos, São Carlos, 2018. Disponível em: https://repositorio.ufscar.br/handle/ufscar/10082.https://repositorio.ufscar.br/handle/ufscar/10082The price reduction of air tickets in Brazil has raised the flow of passengers, as well as the diversity of people utilizing kind of transport. Some specific groups need differentiated services in relation to others and face several difficulties during air travel. Some of these difficulties are related to services provided by air service employees, airline workers responsible for ground services inside the terminal. The aim of the present study was to understand the work activity of air service employees in the aid of these specific groups of passengers, encompassed in the denomination of PNAEs (Passengers with Special Needs). The research has a qualitative approach and the work was studied in light of the Theory of Activity and of concepts of Activity Ergonomics. The method of the study was the Ergonomic Work Analysis (AET), and the data collection took place in 11 Brazilian airports, distributed in the 5 major regions of the country. Observations and interviews were carried out and posteriorly analyzed by the method of content analysis. The results describe the task and the work activity of airline service employees in all steps of the attendance process, including the check-in attendance, the guidance of passengers inside the terminal, the boarding procedure, the flight dispatch, and the disembarkation of passengers. The results also identified contradictions and discontinuities in the systems of activities, which constrain the work of the air service employees, generating difficulties and conflicts. The main factors that cause conflicts are: the lack of resources and conditions necessary for the air service employees to carry out their work, and the lack of information of passengers related to the procedures to be followed in the complex context of aviation. The study brought contributions to the understanding of the work of the air service employees, little discussed in the literature, and the approach in light of the perspective of the activity made it possible to confront the logics of different social actors of air transport, giving a broad view of the work context, and the interactions between its elements.A redução do preço das passagens aéreas no Brasil ocasionou um aumento no fluxo de passageiros, bem como na diversidade das pessoas que utilizam o transporte aéreo. Alguns grupos específicos de passageiros necessitam de um atendimento e serviços diferenciados em relação aos demais, e estes encontram diversas dificuldades na utilização do transporte aéreo. Algumas delas são relacionadas a serviços de atendimento prestados por aeroviários, funcionários da companhia aérea que trabalham em terra. O objetivo da presente pesquisa foi compreender o trabalho dos aeroviários nas atividades de atendimento a estes grupos específicos de passageiros, que são englobados na denominação de PNAEs (Passageiros com Necessidade de Assistência Especial). A pesquisa possui abordagem qualitativa e o trabalho dos aeroviários foi estudado à luz da Teoria da Atividade e dos conceitos da Ergonomia da atividade. O método utilizado foi a Análise Ergonômica do Trabalho (AET), e a coleta de dados ocorreu em 11 aeroportos brasileiros, distribuídos nas 5 regiões do país. Foram realizadas observações e entrevistas, analisadas posteriormente pelo método de análise de conteúdo. Os resultados encontrados descrevem a tarefa e a atividade dos aeroviários em todas as etapas de atendimento, que incluem o atendimento de check-in, o acompanhamento de passageiros feito pela equipe de solo, o procedimento de embarque de passageiros, o despacho de voo, e o procedimento de desembarque. Foram identificadas várias contradições e descontinuidades nos sistemas de atividades, que constrangem o trabalho dos aeroviários, gerando dificuldades e conflitos. Os principais fatores originadores de conflitos são: a falta de recursos e condições necessárias para os aeroviários realizarem o seu trabalho, e a falta de informações de passageiros relacionadas aos procedimentos a serem seguidos no complexo contexto da aviação. O estudo trouxe contribuições para o entendimento do trabalho dos aeroviários, pouco abordado na literatura, e a abordagem à luz da perspectiva da atividade através da análise ergonômica do trabalho possibilitou a confrontação de lógicas de diferentes atores sociais do transporte aéreo, conferindo uma visão ampla do contexto de trabalho, e das interações entre seus elementos.Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES)CAPES: 1588343porUniversidade Federal de São CarlosCâmpus São CarlosPrograma de Pós-Graduação em Engenharia de Produção - PPGEPUFSCarPassageiros com deficiênciaTrabalho de aeroviáriosTransporte aéreoErgonomiaAtividadePassengers with disabilitiesActivityAir transportErgonomicsWork of air service employeesENGENHARIAS::ENGENHARIA DE PRODUCAO::ENGENHARIA DO PRODUTO::ERGONOMIACompreensão do trabalho dos aeroviários no atendimento aos passageiros com necessidade de assistência especial: uma perspectiva da atividadeinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisOnline600d0809365-cf2d-4b48-913a-cf0f466cacbdinfo:eu-repo/semantics/openAccessreponame:Repositório Institucional da UFSCARinstname:Universidade Federal de São Carlos (UFSCAR)instacron:UFSCARORIGINALDissertação_mestrado_versãofinal_COMPLETA.pdfDissertação_mestrado_versãofinal_COMPLETA.pdfapplication/pdf4783971https://repositorio.ufscar.br/bitstream/ufscar/10082/2/Disserta%c3%a7%c3%a3o_mestrado_vers%c3%a3ofinal_COMPLETA.pdf9eecfacc4dfd7cbde21e0b734d24f265MD52CARTA_comprovante_assinada.pdfCARTA_comprovante_assinada.pdfapplication/pdf160381https://repositorio.ufscar.br/bitstream/ufscar/10082/3/CARTA_comprovante_assinada.pdf397bc7d78d998dbe526e75c18f392b01MD53LICENSElicense.txtlicense.txttext/plain; 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dc.title.por.fl_str_mv |
Compreensão do trabalho dos aeroviários no atendimento aos passageiros com necessidade de assistência especial: uma perspectiva da atividade |
title |
Compreensão do trabalho dos aeroviários no atendimento aos passageiros com necessidade de assistência especial: uma perspectiva da atividade |
spellingShingle |
Compreensão do trabalho dos aeroviários no atendimento aos passageiros com necessidade de assistência especial: uma perspectiva da atividade Figueiredo, Júlia Pierre Passageiros com deficiência Trabalho de aeroviários Transporte aéreo Ergonomia Atividade Passengers with disabilities Activity Air transport Ergonomics Work of air service employees ENGENHARIAS::ENGENHARIA DE PRODUCAO::ENGENHARIA DO PRODUTO::ERGONOMIA |
title_short |
Compreensão do trabalho dos aeroviários no atendimento aos passageiros com necessidade de assistência especial: uma perspectiva da atividade |
title_full |
Compreensão do trabalho dos aeroviários no atendimento aos passageiros com necessidade de assistência especial: uma perspectiva da atividade |
title_fullStr |
Compreensão do trabalho dos aeroviários no atendimento aos passageiros com necessidade de assistência especial: uma perspectiva da atividade |
title_full_unstemmed |
Compreensão do trabalho dos aeroviários no atendimento aos passageiros com necessidade de assistência especial: uma perspectiva da atividade |
title_sort |
Compreensão do trabalho dos aeroviários no atendimento aos passageiros com necessidade de assistência especial: uma perspectiva da atividade |
author |
Figueiredo, Júlia Pierre |
author_facet |
Figueiredo, Júlia Pierre |
author_role |
author |
dc.contributor.authorlattes.por.fl_str_mv |
http://lattes.cnpq.br/7758147639436868 |
dc.contributor.author.fl_str_mv |
Figueiredo, Júlia Pierre |
dc.contributor.advisor1.fl_str_mv |
Menegon, Nilton Luiz |
dc.contributor.advisor1Lattes.fl_str_mv |
http://lattes.cnpq.br/5461487552981919 |
dc.contributor.authorID.fl_str_mv |
03a35a50-5120-459a-b302-06650766ef94 |
contributor_str_mv |
Menegon, Nilton Luiz |
dc.subject.por.fl_str_mv |
Passageiros com deficiência Trabalho de aeroviários Transporte aéreo Ergonomia Atividade |
topic |
Passageiros com deficiência Trabalho de aeroviários Transporte aéreo Ergonomia Atividade Passengers with disabilities Activity Air transport Ergonomics Work of air service employees ENGENHARIAS::ENGENHARIA DE PRODUCAO::ENGENHARIA DO PRODUTO::ERGONOMIA |
dc.subject.eng.fl_str_mv |
Passengers with disabilities Activity Air transport Ergonomics Work of air service employees |
dc.subject.cnpq.fl_str_mv |
ENGENHARIAS::ENGENHARIA DE PRODUCAO::ENGENHARIA DO PRODUTO::ERGONOMIA |
description |
The price reduction of air tickets in Brazil has raised the flow of passengers, as well as the diversity of people utilizing kind of transport. Some specific groups need differentiated services in relation to others and face several difficulties during air travel. Some of these difficulties are related to services provided by air service employees, airline workers responsible for ground services inside the terminal. The aim of the present study was to understand the work activity of air service employees in the aid of these specific groups of passengers, encompassed in the denomination of PNAEs (Passengers with Special Needs). The research has a qualitative approach and the work was studied in light of the Theory of Activity and of concepts of Activity Ergonomics. The method of the study was the Ergonomic Work Analysis (AET), and the data collection took place in 11 Brazilian airports, distributed in the 5 major regions of the country. Observations and interviews were carried out and posteriorly analyzed by the method of content analysis. The results describe the task and the work activity of airline service employees in all steps of the attendance process, including the check-in attendance, the guidance of passengers inside the terminal, the boarding procedure, the flight dispatch, and the disembarkation of passengers. The results also identified contradictions and discontinuities in the systems of activities, which constrain the work of the air service employees, generating difficulties and conflicts. The main factors that cause conflicts are: the lack of resources and conditions necessary for the air service employees to carry out their work, and the lack of information of passengers related to the procedures to be followed in the complex context of aviation. The study brought contributions to the understanding of the work of the air service employees, little discussed in the literature, and the approach in light of the perspective of the activity made it possible to confront the logics of different social actors of air transport, giving a broad view of the work context, and the interactions between its elements. |
publishDate |
2018 |
dc.date.accessioned.fl_str_mv |
2018-05-21T17:43:57Z |
dc.date.available.fl_str_mv |
2018-05-21T17:43:57Z |
dc.date.issued.fl_str_mv |
2018-03-05 |
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info:eu-repo/semantics/publishedVersion |
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info:eu-repo/semantics/masterThesis |
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masterThesis |
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publishedVersion |
dc.identifier.citation.fl_str_mv |
FIGUEIREDO, Júlia Pierre. Compreensão do trabalho dos aeroviários no atendimento aos passageiros com necessidade de assistência especial: uma perspectiva da atividade. 2018. Dissertação (Mestrado em Engenharia de Produção) – Universidade Federal de São Carlos, São Carlos, 2018. Disponível em: https://repositorio.ufscar.br/handle/ufscar/10082. |
dc.identifier.uri.fl_str_mv |
https://repositorio.ufscar.br/handle/ufscar/10082 |
identifier_str_mv |
FIGUEIREDO, Júlia Pierre. Compreensão do trabalho dos aeroviários no atendimento aos passageiros com necessidade de assistência especial: uma perspectiva da atividade. 2018. Dissertação (Mestrado em Engenharia de Produção) – Universidade Federal de São Carlos, São Carlos, 2018. Disponível em: https://repositorio.ufscar.br/handle/ufscar/10082. |
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https://repositorio.ufscar.br/handle/ufscar/10082 |
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openAccess |
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Universidade Federal de São Carlos Câmpus São Carlos |
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Programa de Pós-Graduação em Engenharia de Produção - PPGEP |
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UFSCar |
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Universidade Federal de São Carlos Câmpus São Carlos |
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