Alta demanda laboral en Contact Center de Guayaquil: correlación entre clima y estrés laboral
The Contac Center company of the city of Guayaquil during the COVID-19 pandemic, applied a restructuring to modify the functions and physical spaces. The measures taken were: social distancing days, suspension of non-essential economic activities, salary decrease, among others, for which the staff w...
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2023
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| Online Access: | https://dialnet.unirioja.es/servlet/oaiart?codigo=8882719 |
| Source: | RECIMUNDO: Revista Científica de la Investigación y el Conocimiento, ISSN 2588-073X, Vol. 7, Nº. 1, 2023, pags. 362-371 |
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RECIMUNDO: Revista Científica de la Investigación y el Conocimiento, ISSN 2588-073X, Vol. 7, Nº. 1, 2023, pags. 362-371
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Clima Organizacional
Estrés Laboral Estresores Contact Center Organizational Climate Work Stress Stressors Contact Center |
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Clima Organizacional
Estrés Laboral Estresores Contact Center Organizational Climate Work Stress Stressors Contact Center Martillo Ortegano, Bryan Gerardo Valverde Vélez, Carla Geanella Bastidas Bolaños, Cecilia María Alta demanda laboral en Contact Center de Guayaquil: correlación entre clima y estrés laboral |
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The Contac Center company of the city of Guayaquil during the COVID-19 pandemic, applied a restructuring to modify the functions and physical spaces. The measures taken were: social distancing days, suspension of non-essential economic activities, salary decrease, among others, for which the staff was exposed to high demands and/or demands for action that could potentially become stressors or job stress. pandemic. The present study aims to determine the relationship between climate and work stress. The approach is quantitative, transactional with a correlational scope. In the data collection, the "Organizational Climate Survey" by Koys and Decottis (1991), the "ILO-WHO Work Stress Questionnaire (CEL)" and the "GHQ-12 Questionnaire" were used; in a sample of 223 employees. The results corroborate an inverse correlation between the variables, with an organizational climate in regular status, affected by pressure, recognition, innovation, cohesion, and equity. The employees present a low level of work stress, with the presence of stressors such as: organizational climate, organizational structure, leader influence, lack of cohesion and group support.
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Article
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| author |
Martillo Ortegano, Bryan Gerardo
Valverde Vélez, Carla Geanella Bastidas Bolaños, Cecilia María |
| author_facet |
Martillo Ortegano, Bryan Gerardo
Valverde Vélez, Carla Geanella Bastidas Bolaños, Cecilia María |
| author_sort |
Martillo Ortegano, Bryan Gerardo
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| title |
Alta demanda laboral en Contact Center de Guayaquil: correlación entre clima y estrés laboral
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| title_short |
Alta demanda laboral en Contact Center de Guayaquil: correlación entre clima y estrés laboral
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| title_full |
Alta demanda laboral en Contact Center de Guayaquil: correlación entre clima y estrés laboral
|
| title_fullStr |
Alta demanda laboral en Contact Center de Guayaquil: correlación entre clima y estrés laboral
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| title_full_unstemmed |
Alta demanda laboral en Contact Center de Guayaquil: correlación entre clima y estrés laboral
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| title_sort |
alta demanda laboral en contact center de guayaquil: correlación entre clima y estrés laboral
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| publishDate |
2023
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https://dialnet.unirioja.es/servlet/oaiart?codigo=8882719
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1770634813473030144
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dialnet-ar-18-ART00015899582023-07-04Alta demanda laboral en Contact Center de Guayaquil: correlación entre clima y estrés laboralMartillo Ortegano, Bryan GerardoValverde Vélez, Carla GeanellaBastidas Bolaños, Cecilia MaríaClima OrganizacionalEstrés LaboralEstresoresContact CenterOrganizational ClimateWork StressStressorsContact CenterThe Contac Center company of the city of Guayaquil during the COVID-19 pandemic, applied a restructuring to modify the functions and physical spaces. The measures taken were: social distancing days, suspension of non-essential economic activities, salary decrease, among others, for which the staff was exposed to high demands and/or demands for action that could potentially become stressors or job stress. pandemic. The present study aims to determine the relationship between climate and work stress. The approach is quantitative, transactional with a correlational scope. In the data collection, the "Organizational Climate Survey" by Koys and Decottis (1991), the "ILO-WHO Work Stress Questionnaire (CEL)" and the "GHQ-12 Questionnaire" were used; in a sample of 223 employees. The results corroborate an inverse correlation between the variables, with an organizational climate in regular status, affected by pressure, recognition, innovation, cohesion, and equity. The employees present a low level of work stress, with the presence of stressors such as: organizational climate, organizational structure, leader influence, lack of cohesion and group support.La empresa Contac Center de la ciudad de Guayaquil durante la pandemia por COVID – 19, aplicó una reestructuración para modificar las funciones y espacios físicos. Las medidas tomadas fueron: las jornadas de distanciamiento social, suspensión de actividades económicas no esenciales, disminución salarial, entre otras, por lo que el personal se vio expuesto a altas demandas y/o exigencias de actuación que pueden convertirse potencialmente en estresores o estrés de pandemia. El presente estudio tiene como objetivo determinar la relación entre el clima y el estrés laboral. El enfoque es cuantitativo, transaccional con alcance correlacional. En la recolección de datos se utilizó la “Encuesta Clima Organizacional” de Koys y Decottis (1991), el “Cuestionario sobre el estrés laboral de la OIT-OMS (CEL)” y el “Cuestionario GHQ-12"; en una muestra de 223 colaboradores. Los resultados corroboran una correlación inversa entre las variables; con un clima organizacional en status regular, afectado por la presión, reconocimiento, innovación, cohesión, y equidad. Los colaboradores presentan un nivel bajo de estrés laboral, con presencia de estresores como: clima organizacional, estructura organizacional, influencia de líder, falta de cohesión y respaldo de grupo.2023text (article)application/pdfhttps://dialnet.unirioja.es/servlet/oaiart?codigo=8882719(Revista) ISSN 2588-073XRECIMUNDO: Revista Científica de la Investigación y el Conocimiento, ISSN 2588-073X, Vol. 7, Nº. 1, 2023, pags. 362-371spaLICENCIA DE USO: Los documentos a texto completo incluidos en Dialnet son de acceso libre y propiedad de sus autores y/o editores. Por tanto, cualquier acto de reproducción, distribución, comunicación pública y/o transformación total o parcial requiere el consentimiento expreso y escrito de aquéllos. Cualquier enlace al texto completo de estos documentos deberá hacerse a través de la URL oficial de éstos en Dialnet. Más información: https://dialnet.unirioja.es/info/derechosOAI | INTELLECTUAL PROPERTY RIGHTS STATEMENT: Full text documents hosted by Dialnet are protected by copyright and/or related rights. This digital object is accessible without charge, but its use is subject to the licensing conditions set by its authors or editors. Unless expressly stated otherwise in the licensing conditions, you are free to linking, browsing, printing and making a copy for your own personal purposes. All other acts of reproduction and communication to the public are subject to the licensing conditions expressed by editors and authors and require consent from them. Any link to this document should be made using its official URL in Dialnet. More info: https://dialnet.unirioja.es/info/derechosOAI
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