Internationally, as well as locally, the trend is for companies to use call centres as their preferred method of service delivery. The increase in the use of call centres as a service delivery mechanism thus provides many more employment opportunities. Within call centres, service is primarily delivered by frontline employees referred to as customer service representatives (CSRs). While nothing seems to stop the growth of call centres and the increase of employment opportunities within them, working in call centres is not necessarily experienced as pleasant. Working in a call centre is frequently seen as stressful and the work in such a centre can foster burnout. Burnout is considered to be a pathogenic construct. The first purpose of this study was to describe and investigate the contribution of six central characteristics (antecedents) of call centre work environments and their influence on burnout, affective commitment and turnover intentions. These characteristics were work overload; electronic performance monitoring; lack of career and promotion opportunities, lack of skill variety and emotional labour. An incidental sample of customer service representatives (N=146) was obtained from the inbound service call centre of a large financial company. AU six independent variables were found to be significantly related to the experience of burnout, affective commitment and turnover intentions. Multiple regression analysis made it possible to establish that work overload, lack of career and promotion opportunities and skill variety, and emotional labour were the most important predictors of burnout, whereas lack of career and promotion opportunities was the most significant predictors of both affective commitment and turnover intentions. Burnout had a direct effect on turnover intentions and was not mediated by affective commitment. One antecedent that is often associated with the development of burnout is daily hassles, but daily hassles as an antecedent of burnout in call centres has not been studied before. The second purpose of this study was to develop a short Call Centre Daily Hassle Diagnostic Questionnaire that could be used to identify the most common daily hassles that call centre agents experience in their working lives, both within the work environment and within their day-to-day personal lives, and to determine the relationship between it and burnout. A cross-sectional survey research design was used with an accidental sample (N=394) taken from a service and sales call centre. An exploratory factor analysis of the data resulted in a six-factor model of daily hassles within call centres that significantly predicted exhaustion. The factors were daily demands, continuous change, co-worker hassles, demotivating work environment, transportation hassles and inner concerns. In the third part of this research thesis there is a shift away from the pathogenic paradigm towards a more salutogenic/fortigenic paradigm. Very little previous research has been done on adult resilience. The purpose of the third study was to explore the concept of adult resilience and to identify and describe the protective and vulnerability factors that play a role in adult resilience. Through the use of an exploratory factor analysis, eight factors were identified that played a role in adult resilience. They were Confidence and Optimism, Positive Reinterpretation, Facing Adversity, Support, Determination, Negative Rumination, Religion and Helplessness. Based on the findings of this research, some practical recommendations were made for the management of call centres to reduce the development of burnout and turnover intentions, on how to utilise the Hassle-based Diagnostic Scale and on how to apply the Adult Resilience Indicator in the training and development of resilience. / Thesis (Ph.D. (Industrial Psychology) )--North-West University, Potchefstroom Campus, 2007.

p. 1-55 / Submitted by Santiago Fabio (fabio.ssantiago@hotmail.com) on 2013-04-29T19:21:20Z No. of bitstreams: 1 999999999999999999999.pdf: 245447 bytes, checksum: dd6f692b293f7f92d41659b10a308660 (MD5) / Approved for entry into archive by Maria Creuza Silva(mariakreuza@yahoo.com.br) on 2013-05-04T17:37:54Z (GMT) No. of bitstreams: 1 999999999999999999999.pdf: 245447 bytes, checksum: dd6f692b293f7f92d41659b10a308660 (MD5) / Made available in DSpace on 2013-05-04T17:37:54Z (GMT). No. of bitstreams: 1 999999999999999999999.pdf: 245447 bytes, checksum: dd6f692b293f7f92d41659b10a308660 (MD5) Previous issue date: 2009 / Um crescente número de estudos vem sugerindo que a extensa sobrecarga de trabalho dos adolescentes pode causar sonolência durante as aulas, afetando o desempenho escolar, aumentando o número de acidentes e comprometendo a saúde no futuro. O principal objetivo deste estudo foi verificar a associação entre a dupla jornada de trabalho, definida como múltiplas atividades de trabalho, i.e., trabalho pago e trabalho não pago para a família, assim como a duração da jornada semanal de trabalho, sobrecarga, com queixas de sonolência, em estudantes. A população deste estudo provém da etapa basal de um estudo de coorte conduzido com 2512 famílias aleatoriamente selecionadas na cidade de Salvador, Bahia, 2000. Dos 1145 adolescentes inicialmente identificados, a população de estudo é composta de 459 estudantes de 16 a 21 anos, que têm trabalho pago ou trabalho doméstico não pago para a própria família. Os dados foram obtidos através de aplicação de questionários. Adolescentes trabalhadores que informaram ter trabalho pago e não pago não apresentaram maior prevalência de queixas de sonolência quando comparados com aqueles que apenas realizam trabalho doméstico não pago. Entre os negros, encontrou-se uma associação positiva e estatisticamente significante entre a jornada semanal de trabalho e a sonolência, tanto para jornada de 20 a 40 h/sem [RP=2,85; IC a 95% (1,16 – 6,96)], quanto para mais de 40 h/sem [RP=4,36; IC a 95% (1,70 – 10,66)], quando comparados com a jornada de até 20 h/sem, ajustados pelo turno de estudo, idade e sexo. Esses achados podem indicar que os adolescentes negros executam atividades que podem comprometer a duração do sono, quando comparados com os estudantes não negros, e sugere uma discriminação racial no trabalho, que precisa ser investigada em futuras pesquisas. A jornada de trabalho exerce um papel importante na medida em que afeta o sono dos adolescentes e precisa ser levada em consideração nas normas que regulam o trabalho realizado pelos mesmos. / Salvador

Dans cette thèse, nous considérons le problème du séquencement sur une ligne de montage multi-modèles de véhicules industriels. Pour équilibrer au mieux la charge dynamique des opérateurs, la minimisation de la somme des retards à l’issue de chaque véhicule est proposée.Deux approches peuvent être utilisées pour optimiser le lissage de charge dans un problème de séquencement : l’utilisation directe des temps opératoires ou le respect de règles. La plupart des travaux appliqués à l’industrie automobile utilisent l’approche de respect de règles. Une originalité de ce travail est d’utiliser l’approche de la prise en compte directe des temps opératoires.L’étude de la littérature de ce problème a dévoilé deux lacunes dans les travaux précédents : l’essentiel des travaux modélisent un seul type d’opérateurs d’une part, et proposent des heuristiques ou des métaheuristiques pour résoudre ces problèmes, d’autre part. L’originalité de ce travail est de tester des méthodes exactes pour des instances industrielles et de modéliser le fonctionnement de trois différents types d’opérateurs spécifiques au cas industriel.Deux méthodes exactes sont développées : la programmation linéaire mixte et la programmation dynamique. Une étude expérimentale des facteurs de complexité sur des instances académiques des deux modèles est développée. Les modèles sont aussi testés sur des instances du cas d’étude.Par ailleurs, le problème est traité par deux méthodes approchées : une heuristique basée sur la programmation dynamique d’une part, et des métaheuristiques (algorithme génétique, recuit simulé et un couplage des deux) d’autre part. Les deux approches sont testées sur des instances académiques et des instances du cas d’étude.Ce travail a permis d’apporter une solution intéressante d’un point de vue industriel puisqu’il prend en compte les caractéristiques de la ligne de montage (opérateurs spécifiques) et améliore significativement la qualité du séquencement en un temps de calcul raisonnable. / In this thesis, the problem of sequencing mixed model assembly lines (MMAL) is considered. Our goal is to determine the sequence of products to minimize the work overload. This problem is known as the mixed model assembly line sequencing problem with work overload minimization (MMSP-W). This work is based on an industrial case study of a truck assembly line.Two approaches can be used to minimize the work overload: the use of task operation times or the respect of sequencing rules. Most of the earlier works applied in car industry use the latter approach. The originality of this work is to employ the task operation times for the generation of the product sequence in a MMAL.The literature review has highlighted two main gaps in previous works: most of the papers consider a single type of operators, and propose heuristics or metaheuristics to solve the problem. The originality of this work is to test exact methods for industrial case instances and to model three different types of operators.Two exact methods are developed: the mixed integer linear programming and dynamic programming. The models are tested on industrial case study instances. An experimental study is developed for both approaches in order to understand the complexity factors.Moreover, the problem is treated by two approximate methods: a heuristic based on dynamic programming and metaheuristics (genetic algorithm, simulated annealing and a hybrid method based on both genetic algorithm and simulated annealing). All approaches are tested on academic instances and on real data from the industrial case study.

「能者多勞」是指能幹員工在職場中做更多工作的現象。近年來，能幹員工對於組織的重要性獲得高度關注，儘管過往證據顯示這些員工在職場上有時會受到來自太多工作或是責任的負擔，目前仍很少有研究檢驗員工能幹程度與工作過荷的關聯，本研究即以實證方式檢驗此現象的存在與其對職場心理健康的衝擊，並將主管的角色納入考量，探討主管青睞可能扮演的調節角色，以及在工作要求－資源模式的基礎上，試圖了解組織誘因的緩衝效果。本研究採用便利取樣，並以對偶問卷進行資料蒐集，研究對象為一般企業之直屬主管及部屬，共回收紙本問卷188套及網路問卷33套，得有效問卷169套，有效回收率為76%。研究結果顯示，自評的部屬能幹程度能預測部屬之工作過荷感受，且工作過荷可以中介能幹程度至職場心理健康的負面影響；然而，主管青睞與組織誘因在能幹程度、工作過荷與職場心理健康的關聯中皆無發現預期的調節效果。最後，本研究針對結果進行討論，並說明研究貢獻、研究限制與未來研究方向。 / "All Lay Loads on a Willing Horse" refers to the phenomenon that high-competence employees do more work in the workplace. In recent years, the importance of high-competence employees in the organizations is highly valued. Although previous evidence supported that these employees are sometimes burdened with too much work or responsibility in the workplace. The relationship between employees' competence and work overload was rarely examined. This study aims to investigate the existence of this phenomenon and its impact on workplace mental health in an empirical way. Takes the role of supervisor into account, discuss the moderating role of supervisors’ liking. Meanwhile, tries to understand the buffering effect of organizational inducements on the basis of JDR model. Research data is collected by a dyadic questionnaire survey with convenience sampling. Subjects are paired supervisor and subordinate in general enterprises. 188 sets of paper questionnaires and 33 sets of internet questionnaires were returned. Totally get 169 sets of effective questionnaires, the effective rate is 76%. The result reveals that self-evaluation competence can predict the subordinates’ work overload, and work overload can mediate the negative impact on workplace mental health. However, supervisors’ liking and organization inducements do not have expected moderating effect in the relationship between competence to work overload and work overload to workplace mental health. Finally, research finding, theoretical contribution, research constraints and future research directions are discussed.

Objetivo: analisar a organização do trabalho no desenvolvimento das Lesões por Esforços Repetitivos/ Distúrbios Osteomusculares Relacionados ao Trabalho - LER/DORT, em taquígrafos de ambos os sexos, de duas Casas Parlamentares na região metropolitana de São Paulo. Método: estudo qualitativo; os instrumentos de coleta utilizados foram: entrevista individual, observação do trabalho e questionário de saúde e trabalho, composto de questões de identificação, estilo de vida, dados ocupacionais e de morbidade e o Questionário Nórdico de Sintomas Osteomusculares. Resultados: Identificaram-se fatores biomecânicos como prováveis causas de LER/DORT, tais como: manutenção de postura estática e movimentos repetitivos de digitação / manuseio de gravador; e aspectos da organização do trabalho, como por exemplo: divisão de tarefas por ciclos de tempo, pessoal reduzido, horários e pausas irregulares. Os taquígrafos relataram: exigências física, cognitiva, sensorial e psicológica do treinamento/ trabalho, pressão temporal, receio de errar, sobrecarga de trabalho nos períodos de pico e desgaste motivado pela disponibilidade integral de horários. Os trabalhadores identificaram como causas de LER/DORT: as dimensões temporal, ambiental, e da ação do trabalho, bem como aspectos individuais e condições fora do trabalho. Conclusões: (a) A taquigrafia parlamentar caracteriza-se pela fragmentação das tarefas, ritmo imposto e prazos rígidos, semelhante a uma linha de montagem; (b) aspectos da organização do trabalho podem influenciar a sobrecarga biomecânica e o aumento no tempo de exposição ao risco para LER/DORT entre taquígrafos; (c) para serem eficazes, medidas preventivas devem considerar os aspectos biomecânicos, bem como as características da organização do trabalho e a participação dos trabalhadores. / Objective: to analyze some of the relevant aspects of work organization in the development of Work Related Musculoskeletal Disorders- WRMSD among male and female shorthand typists, in two parliamentary institutions in the metropolitan area of the city of São Paulo. Method: qualitative study; the instruments used to collect data have been: individual interview, observation of the work and questionnaire of health and work, composed of identification, occupational and morbidity questions and the Nordic Musculoskeletal Questionnaire. Results: Biomechanical factors such as the maintenance of static posture and the repetitive movements of typing / handling the voice recorder have been identified as probable WRMSD causes; as well as some aspects of work organization, such as: task division in time cycles, reduced staff, irregular schedules and breaks. The shorthand typists have spoken about: physical, cognitive, sensorial and psychological requirements of training/work, time pressure, fear of making mistakes, work overload in rush periods and strain caused by the full-time availability schedule. The workers have come up with WRMSK causes: time, environmental and action dimensions of their work, as well as individual aspects and extra-work conditions. Conclusions: (a) The parliamentary shorthand typing work is characterized by divided tasks, rigid work rhythm and deadlines, like a factory assembly-line; (b) several elements of work organization may influence the biomechanical overload and it may also increase the exposure to WRMSD risk among shorthand typists; (c) effective preventive measures must consider the biomechanical elements, as well as the aspects of organization of the work and workers’ participation.

Objetivo: analisar a organização do trabalho no desenvolvimento das Lesões por Esforços Repetitivos/ Distúrbios Osteomusculares Relacionados ao Trabalho - LER/DORT, em taquígrafos de ambos os sexos, de duas Casas Parlamentares na região metropolitana de São Paulo. Método: estudo qualitativo; os instrumentos de coleta utilizados foram: entrevista individual, observação do trabalho e questionário de saúde e trabalho, composto de questões de identificação, estilo de vida, dados ocupacionais e de morbidade e o Questionário Nórdico de Sintomas Osteomusculares. Resultados: Identificaram-se fatores biomecânicos como prováveis causas de LER/DORT, tais como: manutenção de postura estática e movimentos repetitivos de digitação / manuseio de gravador; e aspectos da organização do trabalho, como por exemplo: divisão de tarefas por ciclos de tempo, pessoal reduzido, horários e pausas irregulares. Os taquígrafos relataram: exigências física, cognitiva, sensorial e psicológica do treinamento/ trabalho, pressão temporal, receio de errar, sobrecarga de trabalho nos períodos de pico e desgaste motivado pela disponibilidade integral de horários. Os trabalhadores identificaram como causas de LER/DORT: as dimensões temporal, ambiental, e da ação do trabalho, bem como aspectos individuais e condições fora do trabalho. Conclusões: (a) A taquigrafia parlamentar caracteriza-se pela fragmentação das tarefas, ritmo imposto e prazos rígidos, semelhante a uma linha de montagem; (b) aspectos da organização do trabalho podem influenciar a sobrecarga biomecânica e o aumento no tempo de exposição ao risco para LER/DORT entre taquígrafos; (c) para serem eficazes, medidas preventivas devem considerar os aspectos biomecânicos, bem como as características da organização do trabalho e a participação dos trabalhadores. / Objective: to analyze some of the relevant aspects of work organization in the development of Work Related Musculoskeletal Disorders- WRMSD among male and female shorthand typists, in two parliamentary institutions in the metropolitan area of the city of São Paulo. Method: qualitative study; the instruments used to collect data have been: individual interview, observation of the work and questionnaire of health and work, composed of identification, occupational and morbidity questions and the Nordic Musculoskeletal Questionnaire. Results: Biomechanical factors such as the maintenance of static posture and the repetitive movements of typing / handling the voice recorder have been identified as probable WRMSD causes; as well as some aspects of work organization, such as: task division in time cycles, reduced staff, irregular schedules and breaks. The shorthand typists have spoken about: physical, cognitive, sensorial and psychological requirements of training/work, time pressure, fear of making mistakes, work overload in rush periods and strain caused by the full-time availability schedule. The workers have come up with WRMSK causes: time, environmental and action dimensions of their work, as well as individual aspects and extra-work conditions. Conclusions: (a) The parliamentary shorthand typing work is characterized by divided tasks, rigid work rhythm and deadlines, like a factory assembly-line; (b) several elements of work organization may influence the biomechanical overload and it may also increase the exposure to WRMSD risk among shorthand typists; (c) effective preventive measures must consider the biomechanical elements, as well as the aspects of organization of the work and workers’ participation.

The importance of stress management is emphasized throughout this study as well as the need to cater stress management programmes to the unique needs of individuals. The possibility of introducing an animal-assisted stress management programme into the work environment is explored by means of a qualitative study in order to test out the feasibility of such an intervention. The positive physical and psychological effects animals have on humans has been extensively researched and reported. Eleven participants were randomly chosen from within the same department by means of purposive sampling. Semi-structured interviews were held with each participant and thematic analysis was used to analyse the transcribed interviews. Various themes were identified and explored with the most prominent highlighting the need for privacy, respect and connection. Although animals do have positive effects on some employees, there are individual differences that need to be considered. An electronic animal-assisted stress management intervention is recommended. / Psychology / M.A. (Psychology)