Espaço de vida e trabalho : o trabalho dos comissários de bordo a partir da perspectiva da atividade
Autor(a) principal: | |
---|---|
Data de Publicação: | 2017 |
Tipo de documento: | Tese |
Idioma: | por |
Título da fonte: | Repositório Institucional da UFSCAR |
Texto Completo: | https://repositorio.ufscar.br/handle/ufscar/9407 |
Resumo: | According to the Statistical Yearbook of 2015 of the air section, the number of flights and of passengers transported has been increasing year by year, considering the previous ten years. Even with this progressive increase on demand, the number of flight attendants hired by the airlines has remained almost constant. Many studies point to the negative consequences of this job on the health of the attendants, however, there is a gap on the literature regarding a thorough understanding of this profession. Thus, the goal of the present study is to further understand the discontinuities and contradictions in the work activity systems of the flight attendants. In this way, it is possible to identify the developed strategies and their impact on the health of the attendants and to suggest improvements and organizational changes to fulfill these needs. It was adopted the methodologic qualitative approach, based on the theoretical concepts of the Activity Ergonomy and Activity Theory. Flight attendants participated in the study representing the four major airlines operating in Brazil. It was employed a method and technique association for the data gathering, based on the activity analysis, where it was realized 37 semi-structured interviews with the participants, the filling of 38 surveys containing the ITRA (Inventário do Trabalho e Risco de Adoecimento) and 10 global observations of the activity of the attendants in real work situations. This theoretical-methodological choice allowed the understanding of the activity regarding the interaction between many actors and the context in which the activity is developed. As the result of the research, it was highlighted the discontinuities and contradictions on the work as well as the difficulties in the passenger customer service and relationship, as well as organizational aspects such as work scale and rest days. In this context, this study suggests as solution for the discussed problems organizational changes aiming at better work conditions. It also contributed to an increase on the understanding the work of the attendants, so far not explored on the literature, providing to the airlines and the regulatory agencies support for the prescription of changes, for an improvement in the work conditions. |
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Vidotti, Heloisa Giangrossi MachadoMenegon, Nilton Luizhttp://lattes.cnpq.br/5461487552981919http://lattes.cnpq.br/0738075240169110ff4c87a3-b9ca-436e-b483-f7afd8293d792018-02-08T17:33:12Z2018-02-08T17:33:12Z2017-06-21VIDOTTI, Heloisa Giangrossi Machado. Espaço de vida e trabalho : o trabalho dos comissários de bordo a partir da perspectiva da atividade. 2017. Tese (Doutorado em Engenharia de Produção) – Universidade Federal de São Carlos, São Carlos, 2017. Disponível em: https://repositorio.ufscar.br/handle/ufscar/9407.https://repositorio.ufscar.br/handle/ufscar/9407According to the Statistical Yearbook of 2015 of the air section, the number of flights and of passengers transported has been increasing year by year, considering the previous ten years. Even with this progressive increase on demand, the number of flight attendants hired by the airlines has remained almost constant. Many studies point to the negative consequences of this job on the health of the attendants, however, there is a gap on the literature regarding a thorough understanding of this profession. Thus, the goal of the present study is to further understand the discontinuities and contradictions in the work activity systems of the flight attendants. In this way, it is possible to identify the developed strategies and their impact on the health of the attendants and to suggest improvements and organizational changes to fulfill these needs. It was adopted the methodologic qualitative approach, based on the theoretical concepts of the Activity Ergonomy and Activity Theory. Flight attendants participated in the study representing the four major airlines operating in Brazil. It was employed a method and technique association for the data gathering, based on the activity analysis, where it was realized 37 semi-structured interviews with the participants, the filling of 38 surveys containing the ITRA (Inventário do Trabalho e Risco de Adoecimento) and 10 global observations of the activity of the attendants in real work situations. This theoretical-methodological choice allowed the understanding of the activity regarding the interaction between many actors and the context in which the activity is developed. As the result of the research, it was highlighted the discontinuities and contradictions on the work as well as the difficulties in the passenger customer service and relationship, as well as organizational aspects such as work scale and rest days. In this context, this study suggests as solution for the discussed problems organizational changes aiming at better work conditions. It also contributed to an increase on the understanding the work of the attendants, so far not explored on the literature, providing to the airlines and the regulatory agencies support for the prescription of changes, for an improvement in the work conditions.De acordo com o Anuário Estatístico de 2015 sobre o setor aéreo, o número de voos e passageiros transportados aumenta a cada ano, considerando os dez anos anteriores. Mesmo com o aumento progressivo da demanda do transporte aéreo, o número de comissários de bordo empregados pelas companhias aéreas permaneceu estável. Diversos estudos apontam as consequências negativas para a saúde dos comissários, porém, existe uma lacuna nas pesquisas referente à compreensão global deste trabalho. Neste sentido, o objetivo do presente estudo é o de compreender as descontinuidades e contradições nos sistemas de atividades do trabalho dos comissários de bordo. Desta forma, é possível identificar as estratégias desenvolvidas e o impacto na saúde dos trabalhadores, para então propor melhorias e alterações organizacionais que visem atender as necessidades destes profissionais. Adotou-se a abordagem metodológica qualitativa, embasada nos conceitos teóricos da Ergonomia da Atividade e Teoria da Atividade. Participaram do estudo comissários de bordo representando as quatro maiores companhias aéreas que operam em território nacional. Foi utilizada uma associação de métodos e técnicas para a coleta de dados, embasadas na análise da atividade, onde realizaram-se 37 entrevistas semiestruturadas com os participantes, o preenchimento de 38 questionários contendo o Inventário do Trabalho e Risco de Adoecimento (ITRA) e 10 observações globais das atividades dos comissários em situações reais de trabalho. Esta escolha teórico-metodológica permitiu a compreensão da atividade envolvendo a interação de diversos atores e o contexto em que a atividade se desenvolve. Como resultado da pesquisa, foram evidenciadas descontinuidades e contradições como dificuldade no atendimento e relacionamento com passageiros e em aspectos organizacionais na elaboração da escala de trabalho e períodos de folgas. Também foram evidenciadas as estratégias mais comuns para a solução destas contradições que, em algumas situações, podem levar à sobrecarga de trabalho. Neste contexto, o presente estudo sugeriu recomendações de melhorias frente aos problemas apresentados. Adicionalmente, o estudo proporciona maior conhecimento do trabalho dos comissários de bordo, até então pouco abordado na literatura científica, proporcionando às companhias aéreas e aos órgãos reguladores do setor aéreo embasamento para alterações de prescrições relacionadas ao trabalho destes, visando a melhoria das condições de trabalho.Conselho Nacional de Desenvolvimento Científico e Tecnológico (CNPq)porUniversidade Federal de São CarlosCâmpus São CarlosPrograma de Pós-Graduação em Engenharia de Produção - PPGEPUFSCarComissário de bordoAnálise da atividadeTeoria da atividadeErgonomia da atividadeFlight attendantAnalysis of the activityActivity theoryErgonomics of the activityENGENHARIAS::ENGENHARIA DE PRODUCAOEspaço de vida e trabalho : o trabalho dos comissários de bordo a partir da perspectiva da atividadeinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/doctoralThesisOnline600600d0809365-cf2d-4b48-913a-cf0f466cacbdinfo:eu-repo/semantics/openAccessreponame:Repositório Institucional da UFSCARinstname:Universidade Federal de São Carlos (UFSCAR)instacron:UFSCARORIGINALTeseHGMV.pdfTeseHGMV.pdfapplication/pdf3694082https://repositorio.ufscar.br/bitstream/ufscar/9407/1/TeseHGMV.pdf3546fec4fff77f58c9c60a9754fdd3beMD51LICENSElicense.txtlicense.txttext/plain; charset=utf-81957https://repositorio.ufscar.br/bitstream/ufscar/9407/2/license.txtae0398b6f8b235e40ad82cba6c50031dMD52TEXTTeseHGMV.pdf.txtTeseHGMV.pdf.txtExtracted texttext/plain519006https://repositorio.ufscar.br/bitstream/ufscar/9407/3/TeseHGMV.pdf.txtab06cc96fe702da446ef4204913b876dMD53THUMBNAILTeseHGMV.pdf.jpgTeseHGMV.pdf.jpgIM Thumbnailimage/jpeg6471https://repositorio.ufscar.br/bitstream/ufscar/9407/4/TeseHGMV.pdf.jpg2bd19e54b487efb44a88a9864d4d2a86MD54ufscar/94072023-09-18 18:31:26.533oai:repositorio.ufscar.br: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Repositório InstitucionalPUBhttps://repositorio.ufscar.br/oai/requestopendoar:43222023-09-18T18:31:26Repositório Institucional da UFSCAR - Universidade Federal de São Carlos (UFSCAR)false |
dc.title.por.fl_str_mv |
Espaço de vida e trabalho : o trabalho dos comissários de bordo a partir da perspectiva da atividade |
title |
Espaço de vida e trabalho : o trabalho dos comissários de bordo a partir da perspectiva da atividade |
spellingShingle |
Espaço de vida e trabalho : o trabalho dos comissários de bordo a partir da perspectiva da atividade Vidotti, Heloisa Giangrossi Machado Comissário de bordo Análise da atividade Teoria da atividade Ergonomia da atividade Flight attendant Analysis of the activity Activity theory Ergonomics of the activity ENGENHARIAS::ENGENHARIA DE PRODUCAO |
title_short |
Espaço de vida e trabalho : o trabalho dos comissários de bordo a partir da perspectiva da atividade |
title_full |
Espaço de vida e trabalho : o trabalho dos comissários de bordo a partir da perspectiva da atividade |
title_fullStr |
Espaço de vida e trabalho : o trabalho dos comissários de bordo a partir da perspectiva da atividade |
title_full_unstemmed |
Espaço de vida e trabalho : o trabalho dos comissários de bordo a partir da perspectiva da atividade |
title_sort |
Espaço de vida e trabalho : o trabalho dos comissários de bordo a partir da perspectiva da atividade |
author |
Vidotti, Heloisa Giangrossi Machado |
author_facet |
Vidotti, Heloisa Giangrossi Machado |
author_role |
author |
dc.contributor.authorlattes.por.fl_str_mv |
http://lattes.cnpq.br/0738075240169110 |
dc.contributor.author.fl_str_mv |
Vidotti, Heloisa Giangrossi Machado |
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 |
ff4c87a3-b9ca-436e-b483-f7afd8293d79 |
contributor_str_mv |
Menegon, Nilton Luiz |
dc.subject.por.fl_str_mv |
Comissário de bordo Análise da atividade Teoria da atividade Ergonomia da atividade |
topic |
Comissário de bordo Análise da atividade Teoria da atividade Ergonomia da atividade Flight attendant Analysis of the activity Activity theory Ergonomics of the activity ENGENHARIAS::ENGENHARIA DE PRODUCAO |
dc.subject.eng.fl_str_mv |
Flight attendant Analysis of the activity Activity theory Ergonomics of the activity |
dc.subject.cnpq.fl_str_mv |
ENGENHARIAS::ENGENHARIA DE PRODUCAO |
description |
According to the Statistical Yearbook of 2015 of the air section, the number of flights and of passengers transported has been increasing year by year, considering the previous ten years. Even with this progressive increase on demand, the number of flight attendants hired by the airlines has remained almost constant. Many studies point to the negative consequences of this job on the health of the attendants, however, there is a gap on the literature regarding a thorough understanding of this profession. Thus, the goal of the present study is to further understand the discontinuities and contradictions in the work activity systems of the flight attendants. In this way, it is possible to identify the developed strategies and their impact on the health of the attendants and to suggest improvements and organizational changes to fulfill these needs. It was adopted the methodologic qualitative approach, based on the theoretical concepts of the Activity Ergonomy and Activity Theory. Flight attendants participated in the study representing the four major airlines operating in Brazil. It was employed a method and technique association for the data gathering, based on the activity analysis, where it was realized 37 semi-structured interviews with the participants, the filling of 38 surveys containing the ITRA (Inventário do Trabalho e Risco de Adoecimento) and 10 global observations of the activity of the attendants in real work situations. This theoretical-methodological choice allowed the understanding of the activity regarding the interaction between many actors and the context in which the activity is developed. As the result of the research, it was highlighted the discontinuities and contradictions on the work as well as the difficulties in the passenger customer service and relationship, as well as organizational aspects such as work scale and rest days. In this context, this study suggests as solution for the discussed problems organizational changes aiming at better work conditions. It also contributed to an increase on the understanding the work of the attendants, so far not explored on the literature, providing to the airlines and the regulatory agencies support for the prescription of changes, for an improvement in the work conditions. |
publishDate |
2017 |
dc.date.issued.fl_str_mv |
2017-06-21 |
dc.date.accessioned.fl_str_mv |
2018-02-08T17:33:12Z |
dc.date.available.fl_str_mv |
2018-02-08T17:33:12Z |
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dc.identifier.citation.fl_str_mv |
VIDOTTI, Heloisa Giangrossi Machado. Espaço de vida e trabalho : o trabalho dos comissários de bordo a partir da perspectiva da atividade. 2017. Tese (Doutorado em Engenharia de Produção) – Universidade Federal de São Carlos, São Carlos, 2017. Disponível em: https://repositorio.ufscar.br/handle/ufscar/9407. |
dc.identifier.uri.fl_str_mv |
https://repositorio.ufscar.br/handle/ufscar/9407 |
identifier_str_mv |
VIDOTTI, Heloisa Giangrossi Machado. Espaço de vida e trabalho : o trabalho dos comissários de bordo a partir da perspectiva da atividade. 2017. Tese (Doutorado em Engenharia de Produção) – Universidade Federal de São Carlos, São Carlos, 2017. Disponível em: https://repositorio.ufscar.br/handle/ufscar/9407. |
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https://repositorio.ufscar.br/handle/ufscar/9407 |
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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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