Riesgos psicosociales en trabajadores que se desempeñan en atención al cliente en una entidad bancaria del Conurbano Bonaerense durante el período 2017-2019
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2021-08
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Universidad Nacional Arturo Jauretche. Instituto de Ciencias Sociales y Administración
Resumen
Este trabajo tiene como objetivo indagar sobre la existencia de factores psicosociales de riesgo de un grupo de trabajadores que se desempeñan en una entidad financiera del conurbano sur.
Se tomó una muestra no probabilística por conveniencia de 16 trabajadores y trabajadoras de una sucursal bancaria del ámbito privado ubicada en la localidad de Florencio Varela, de los cuales el 31.25% es de género masculino y el 68.75% femenino con una edad promedio de 33 años (mediana = 33 años, DT= 3,875, Max. = 43, Mín.= 29).
Se administró el Cuestionario de Evaluación de Factores Psicosociales (CEFAP) (Ferrari et al., 2016). Además, se relevaron variables sociolaborales. Asimismo se realizaron entrevistas en profundidad en donde se usaron las siguientes categorías de análisis: demanda psicológica y esfuerzo requerido, exigencias emocionales, autonomía, relaciones sociales, conflictos éticos e inseguridad en la situación de trabajo.
Se han encontrado niveles altos de alguno de los factores psicosociales relevados, los mismos se posicionan como riesgos psicosociales para el colectivo de trabajadores y trabajadoras estudiados.
This work aims to inquire about the existence of psychosocial risk factors of a group of workers who work in a financial institution in the southern conurbation. A nonprobabilistic sample was taken for convenience of 16 workers from a private bank branch located in the town of Florencio Varela, of which 31.25% are male and 68.75%female with an average age of 33 years (median = 33 years, DT = 3,875, Max. = 43,Min.= 29). The Psychosocial Factors Assessment Questionnaire (CEFAP) was administered (Ferrari et al., 2016). In addition, socio-occupational variables were surveyed. In-depth interviews were also conducted in which the following categories of analysis were used: psychological demand and effort required, emotional demands, autonomy, social relations, ethical conflicts and insecurity in the work situation. High levels of some of the psychosocial factors surveyed have been found, they are positioned as psychosocial risks for the group of workers studied.
This work aims to inquire about the existence of psychosocial risk factors of a group of workers who work in a financial institution in the southern conurbation. A nonprobabilistic sample was taken for convenience of 16 workers from a private bank branch located in the town of Florencio Varela, of which 31.25% are male and 68.75%female with an average age of 33 years (median = 33 years, DT = 3,875, Max. = 43,Min.= 29). The Psychosocial Factors Assessment Questionnaire (CEFAP) was administered (Ferrari et al., 2016). In addition, socio-occupational variables were surveyed. In-depth interviews were also conducted in which the following categories of analysis were used: psychological demand and effort required, emotional demands, autonomy, social relations, ethical conflicts and insecurity in the work situation. High levels of some of the psychosocial factors surveyed have been found, they are positioned as psychosocial risks for the group of workers studied.
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Condiciones y medio ambiente de trabajo, Factores psicosociales, Riesgos psicosociales, Atención al cliente, Salud, Working conditions and environment, Psychosocial factors, Psychosocial risks, Customer service, Health
Citación
Yabo, M. Y. (2021). Riesgos psicosociales en trabajadores que se desempeñan en atención al cliente en una entidad bancaria del Conurbano Bonaerense durante el período 2017-2019 [Trabajo final de grado, Universidad Nacional Arturo Jauretche]. https://rid.unaj.edu.ar/handle/123456789/2930