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Psychische Anforderungen in Dienstleistungsberufen am Beispiel Call Center

Psychische Anforderungen in Dienstleistungsberufen am Beispiel Call Center

          
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About the Book

Inhaltsangabe: Zusammenfassung: Es wurde eine Fragebogenstudie mit 250 Mitarbeitern aus 14 verschiedenen Call Centern durchgeführt, die überwiegend an inbound-Arbeitsplätzen beschäftigt waren. Ziel der Studie war es, Belastungen und Ressourcen aus arbeitspsychologischer Sicht zu analysieren, der Untersuchung liegt die Handlungstheorie von Hacker (1998) zugrunde. In der Arbeitsanalyse wurden die Arbeitsmerkmale Regulationsanforderungen, Regulationsmöglichkeiten und Regulationsprobleme mit dem Instrument zur stressbezogenen Arbeitsanalyse ISTA erhoben, zusätzlich die Anforderungen durch Emotionale Arbeit anhand eines neu entwickelten Instrumentes. Als Befindensvariablen wurden Arbeitszufriedenheit, Burnout und psychosomatische Beschwerden erfaßt. Hervorzuheben sind die besonders geringen Handlungs- und Zeitspielräume der Call Center-Agents die ausschließlich inbound telefonieren. An diesen Arbeitsplätzen sind die Regulationsprobleme höher. Daraus ergibt sich eine ungünstigere Belastungs-Ressourcen-Konstellation. Sind die Gesprächszeiten in einem Call Center kurz, ist der Handlungsspielraum niedriger. Damit ist auch zu erklären, warum hier häufiger psychosomatische Beschwerden auftreten. In hierarchischen Regressionsanalysen zeigt sich, dass bei Herauspartialisieren der Kontrollvariablen Alter, Geschlecht und Negativem Affekt die Regulationsprobleme Zeitdruck und Konzentrationsanforderung auf die Call Center-Agents den stärksten Effekt ausüben. In den Regressionsanalyse ist, obwohl die Auswirkungen der Kontrollvariablen und die Dauer der Call Center-Tätigkeit ausparzialisiert wurden, ein signifikanter Effekt von arbeitsorganisatorischen Problemen und Zeitdruck auf die Befindensvariablen Arbeitszufriedenheit, Emotionale Erschöpfung und psychosomatische Beschwerden vorhanden. Die Arbeitsplätze in Call Centern sind in einem hohem Maße durch den Umgang mit Kunden geprägt. Emotionale Arbeit als eine besondere Anforderung an Beschäftigte in Dienstleistungsbranchen, klär


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Product Details
  • ISBN-13: 9783838625935
  • Publisher: Diplom.de
  • Binding: Paperback
  • Language: German
  • Returnable: N
  • Spine Width: 7 mm
  • Width: 148 mm
  • ISBN-10: 3838625935
  • Publisher Date: 21 Aug 2000
  • Height: 210 mm
  • No of Pages: 108
  • Series Title: German
  • Weight: 149 gr


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