電話服務作業員工之工作壓力與人因工程危害探討

中山醫學大學機構典藏 CSMUIR > 健康管理學院 > 職業安全衛生學系暨碩士班 > 研究計劃 > Item 310902500/2978

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題名:	電話服務作業員工之工作壓力與人因工程危害探討 The Study of Work-Related Stress and Ergonomic Disorders in Call Center Workers
作者:	林彥輝 Lin, Yen-Hui
貢獻者:	中山醫學大學職業安全衛生學系
關鍵詞:	Questionnaire;Call center;Job stress;Physical problem
日期:	2006
上傳時間:	2010-11-29T05:20:09Z (UTC)
摘要:	The prevalence of job stress,distribution of major job stressors, andthe association of job stress withmultiple self-reported health complaintswere examined among call centeroperators of two telecommunicationcompanies. Information ondemographics, health status, perceivedjob stress levels, major job stressors andpsychosocial job characteristics wereobtained by a self-administeredquestionnaire. The prevalence ofmusculoskeletal complaints, visualfatigue, and discomfort of throat werefound to be the most pronounced andprevalent complaints after prolongedworking at call centers. Higher levels ofperceived job stress were found amongsubjects who were female, and thosewith length of employment over 2 years. Dealing with difficult customers wasranked as the most important jobstressor of operators across twotelecommunication companies. Afteradjustment for gender and length ofemployment, operators who perceivedhigher levels of job stress hadsignificantly increased risks of multiplehealth problems, including discomfortsof eyes, ears, throat, respiratory organs,cardiovascular system, digestive organs,renal organs, and musculoskeletalsystem. Stratified analyses showed thatthe strength of the associations withhealth risks between male and femalewere different. In male operators, theassociations for levels of perceived jobstress and health complaints were notstatistically significant betweenlow-stress operators and higher levels ofjob stress operators. Female operators,but not male, with high level job stressexperienced significant increase inhealth complaints.
URI:	https://ir.csmu.edu.tw:8080/handle/310902500/2978
顯示於類別:	[職業安全衛生學系暨碩士班] 研究計劃

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林彥輝.pdf	國科會計劃報告書	224Kb	Adobe PDF	724	檢視/開啟

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