Computer-telephone interactive tasks: predictors of musculoskeletal disorders according to work analysis and workers' perception

From Mobile Service Quality Evaluation to E-Word-Of-Mouth: What Makes the Users of Mobile Banking Applications Speak About the Bank?

The purpose of the present article is to explore the electronic word-of-mouth (e-WOM) determinants in a mobile banking context such as e-service quality, e-satisfaction, e-trust and e-loyalty. It also examines the moderating role played by brand reputation in the relation between e-loyalty and e-WOM. A survey was conducted with 256 users of mobile bank applications. The findings illustrate the positive effect of e-service quality components such as information quality, security and reliability on e-satisfaction and e-trust as well as the effect on e-loyalty. It was also found that e-loyalty can be a determinant of e-WOM. Brand reputation has a moderating effect on the relation between e-loyalty and e-WOM. This article is interesting for the practitioners by bringing tracks of improvement for banking services proposed to the customer.

Association of individual and work-related risk factors with musculoskeletal symptoms among Iranian sewing machine operators

This cross-sectional study evaluated working conditions and the occurrence of self-reported musculoskeletal symptoms among 251 Iranian sewing machine operators. A questionnaire and direct observations of working postures using the rapid upper limb assessment (RULA) method were used. A high prevalence of musculoskeletal symptoms, particularly in the neck/shoulders, back and hands/wrists were found. The mean RULA grand score of 5.7 highlighted a poor sewing workstation design and indicated that most operators (with posture assessed at action level 3) needed an investigation and changes in their working habits soon. Work-related factors (including number of years worked as an operator, prolonged working hours per shift, long duration of sitting work without a break, feeling pressure due to work and working postures) and individual factors (including age, gender, BMI and regular sport/physical activities) were associated with musculoskeletal symptoms in multiple logistic regression models. The findings add to the understanding of working conditions of those jobs involving sewing activities and emphasise the need for ergonomic interventions to reduce musculoskeletal symptoms in the future.

The job demands-resources model of work engagement in South African call centres

Orientation: A ‘sacrificial human resource strategy’ is practised in call centres, resulting in poor employee occupational health. Consequently, questions are posed in terms of the consequences of call centre work and which salient antecedent variables impact the engagement and wellbeing of call centre representatives.Research purpose: Firstly, to gauge the level of employee engagement amongst a sample of call centre representatives in South Africa and, secondly, to track the paths through which salient personal and job resources affect this engagement. More specifically, the relationships between sense of coherence, leadership effectiveness, team effectiveness and engagement were investigated, thus testing the Job Demands-Resources model of work engagement.Motivation for the study: To present an application of the Job Demands-Resources model of work engagement in a call centre environment in order to diagnose current ills and consequently propose remedies.Research design: A cross-sectional survey design was used and a non-probability convenient sample of 217 call centre representatives was selected. The measuring instruments comprise the Utrecht Work Engagement Scale to measure engagement, the Team Diagnostic Survey to measure team effectiveness, the leadership practices inventory to gauge leadership effectiveness, and the Orientation to Life Questionnaire to measure sense of coherence. A series of structural equation modelling analyses were performed.Main findings: Contrary to the ‘electronic sweatshop’ image attached to call centre jobs depicted in the literature, results show a high level of employee engagement for call centre representatives in the sample. Also, personal resources such as sense of coherence and job resources such as team effectiveness related significantly to engagement. A non-significant relationship exists between leadership effectiveness and engagement.Practical/managerial implications: Both the content and context of jobs need to be addressed to increase the personal and job resources of call centre representatives.Contribution/value-add: The Job Demands-Resources model of work engagement can be used to improve the occupational health and performance of employees in call centres.

A validation study of the Keyboard Personal Computer Style instrument (K-PeCS) for use with children

This study examines a potential instrument for measurement of typing postures of children. This paper describes inter-rater, test-retest reliability and concurrent validity of the Keyboard Personal Computer Style instrument (K-PeCS), an observational measurement of postures and movements during keyboarding, for use with children. Two trained raters independently rated videos of 24 children (aged 7-10 years). Six children returned one week later for identifying test-retest reliability. Concurrent validity was assessed by comparing ratings obtained using the K-PECS to scores from a 3D motion analysis system. Inter-rater reliability was moderate to high for 12 out of 16 items (Kappa: 0.46 to 1.00; correlation coefficients: 0.77-0.95) and test-retest reliability varied across items (Kappa: 0.25 to 0.67; correlation coefficients: r = 0.20 to r = 0.95). Concurrent validity compared favourably across arm pathlength, wrist extension and ulnar deviation. In light of the limitations of other tools the K-PeCS offers a fairly affordable, reliable and valid instrument to address the gap for measurement of typing styles of children, despite the shortcomings of some items. However further research is required to refine the instrument for use in evaluating typing among children.

SHOULDER MUSCULOSKELETAL DISORDERS IN INDUSTRIAL AND OFFICE WORK

Although several studies addressed the work-related shoulder pathology, there is still a lack of knowledge regarding the causal relationship between different factors in industrial/office activities and shoulder musculoskeletal disorders. The goal of this review is to evaluate in a realistic manner the role of the factors implicated in the shoulder disorders development in high-risk activities. This article reviews the actual state of information regarding the etiological relationship between physical and psychosocial stress and occupational musculoskeletal problems in shoulder area, emphasizing the relationship between ergonomic interventions on musculoskeletal system. Secondly, a comprehensive presentation of the pathophysiology and etiology of shoulder muscle problems is provided. Critical factors such as arm elevation, lack of rest, overloading of several muscles and mental stress during performed tasks are discussed in relation to shoulder musculoskeletal disorders development. Finally, using the available data, the authors present a thorough recommendation of mandatory redesign interventions with suggestions for future research in this area.

Risk factors for upper extremity musculoskeletal symptoms among call center employees

OBJECTIVES

To investigate the prevalence of musculoskeletal symptoms in the upper extremity (UE) in a sample of Italian call center (CC) operators, and the relationship between the symptoms and potential workplace risk factors.

METHODS

During 2005-2006, 775 workers from seven CCs in the Turin area participated in a questionnaire survey of exposure to ergonomic, organizational and psychosocial factors at work, socio-demographics, lifestyle, symptoms and diseases. Musculoskeletal symptoms were defined as self-reported musculoskeletal symptoms in the UE during the previous 28 days, for which a physician was consulted and/or drugs were taken. Relative risks were estimated through Poisson regression models with the Huber-White sandwich estimator of variance.

RESULT

Overall, 45% of workers reported UE symptoms in the last four weeks. Symptoms in the neck were the most prevalent (39%), followed by the shoulder (22%), hand-wrist (10%) and elbow (4%). Among workplace risk factors, neck-shoulder symptoms were associated with low job control, elevated noise, poor desk lighting and impossibility to lean back while sitting; whereas elbow-hand/wrist symptoms were associated with short intervals between calls, insufficient working space, lack of forearm support, job insecurity and long seniority in the CC industry.

CONCLUSIONS

The high prevalence of UE symptoms in this sample was similar to that reported by other studies conducted in this industry. Our results confirm previously reported associations, such as poor characteristics of the workstation and psychological stressors. The striking difference between the set of risk factors for neck-shoulder and elbow/wrist-hand symptoms indicates that the two regions should be investigated separately.

Perceived job stress and health complaints at a bank call center: comparison between inbound and outbound services

This study investigated how perceived job stress and health status differ, as well as the relationships to inbound (incoming calls) versus outbound (outgoing calls) calling activities, for call center workers in a bank in Taiwan. The sample bank employed 289 call center workers at the time of the survey, ranging in age from 19 to 54 yr old. Data were obtained on individual factors, health complaints, perceived level job stress, and major job stressors. Overall, 33.5% of outbound operators and 27.1% of inbound operators reported frequently or always experiencing high stress at work, however, the differences between inbound and outbound operators were insignificant. "Having to deal with difficult customers" was the most frequent job stressor for all workers. Musculoskeletal discomfort, eye strain, and hoarse or sore throat were the most prevalent complaints among call center workers. The relationship between perceived job stress and health complaints indicated that workers who perceived higher job stress had significantly increased risk of multiple health problems, including eye strain, tinnitus, hoarse or sore throat, chronic cough with phlegm, chest tightness, irritable stomach or peptic ulcers, and musculoskeletal discomfort (with odds ratios ranging from 2.13 to 8.24). These analytical results suggest that perceived job stress in the call center profoundly affected worker health. This study identified main types of job stressors requiring further investigation.

Physical discomfort and psychosocial job stress among male and female operators at telecommunication call centers in Taiwan

The prevalence of job stress, distributions of major job stressors, and associations between perceived job stress levels and multiple physical discomforts are assessed via a cross-sectional study of 1023 male and female operators at telecommunication call centers in Taiwan. Cases of discomfort are identified via questionnaire surveys requiring respondents to self-reported symptoms of discomfort. Information is obtained on demographics, health status, perceived job stress levels, major job stressors and psychosocial job characteristics. Multivariate logistic regression models are developed to predict physical discomfort in nine body areas. 'Eye strain', 'hoarse or painful throat' and 'musculoskeletal discomfort' are the most pronounced and prevalent complaints after prolonged work time at call centers. Female operators had higher prevalence of physical discomfort than male operators for all body areas. 'Encountering difficult customers' ranked as the most important job stress factor among both male and female operators. Working in a call center for more than 4 years is strongly associated with discomfort in all body areas (odds ratio ranges from 1.65 to 2.15). Analysis of risk factors vs. physical discomfort reveals that operators who perceive higher job stress have significantly increased risk of several health complaints, including eye strain, tinnitus, hoarse or painful throat, chronic cough with phlegm, chest tightness, irritable stomach or peptic ulcers, frequent urination and musculoskeletal discomfort.

An ergonomic evaluation of a call center performed by disabled agents

Potential ergonomic hazards for 27 disabled call center agents engaged in computer-telephone interactive tasks were evaluated for possible associations between the task behaviors and work-related disorders. Data included task description, 300 samples of performance, a questionnaire on workstation design, body-part discomfort rating, perceived stress, potential job stressors, and direct measurement of environmental factors. Analysis indicated agents were frequently exposed to prolonged static sitting and repetitive movements, together with unsupported back and flexed neck, causing musculoskeletal discomforts. Visual fatigue (85.2% of agents), discomfort of ears (66.7%), and musculoskeletal discomforts (59.3%) were the most pronounced and prevalent complaints after prolonged working. 17 of 27 agents described job pressure as high or very high, and dealing with difficult customers and trying to fulfill the customers' needs within the time standard were main stressors. Further work on surrounding noise, earphone use, possible hearing loss of experienced agents, training programs, feasible solutions for visual fatigue, musculoskeletal symptoms, and psychosocial stress should be conducted.

"Lidar com gente é muito complicado": relações socioprofissionais de trabalho e custo humano da atividade em teleatendimento governamental

A pesquisa teve como objetivo geral investigar a inter-relação do custo humano da atividade com as relações socioprofissionais de trabalho em um serviço de teleatendimento governamental. Trata-se de um diagnóstico em Ergonomia da Atividade que contempla três dimensões analíticas: as relações socioprofissionais de trabalho, o custo humano da atividade e as vivências de bem-estar e mal-estar. Utilizou-se como abordagem metodológica a Análise Ergonômica do Trabalho (AET). A análise dos resultados identificou uma associação entre as relações socioprofissionais de trabalho, a organização e as condições de trabalho. Desse modo, melhorias ou dificuldades em uma dessas dimensões exercem conseqüências positivas ou negativas sobre as demais. Os aspectos críticos do contexto de produção de serviços de teleatendimento interferem nas relações socioprofissionais de trabalho uma vez que a organização do trabalho impõe interações marcadas pela burocracia, pelo autoritarismo, pela rigidez e pelo controle, enquanto que as condições de trabalho contribuem para constantes conflitos interpessoais entre pares e entre teleatendentes e chefes de turma.

Abordar o trabalho para compreender e transformar as condições de adoecimento na categoria dos teleatendentes no Brasil

Neste artigo apresenta-se um modelo de abordagem da saúde no trabalho. Tal modelo considera a atividade para obter elementos explicativos do perfil de morbidade auto-referida e gerar propostas de intervenção na organização do trabalho no setor de teleatendimento. Realizou-se um estudo ergonômico em uma grande empresa de telefonia e telemarketing; foram acompanhadas negociações entre trabalhadores e empregadores e intervenções do Ministério Público do Trabalho no quadro de um Procedimento Prévio Investigatório, o qual motivou o estudo ergonômico. Os resultados evidenciaram as exigências das tarefas provocadas pelos métodos de gestão e a associação dos seus efeitos com sintomas mórbidos, conforme descreve a literatura consultada. Os representantes das empresas nas audiências públicas resistiram em reconhecer o caráter patogênico de suas organizações. A estratégia de buscar a ação intersetorial mostrou-se profícua, permitindo viabilizar a elaboração de instrumentos práticos, como divulgação de resultados científicos e elaboração de notas técnicas, com elevada potencialidade para transformar a realidade sanitária dos teleatendentes.

Uma construção social: o anexo da norma brasileira de ergonomia para o trabalho dos operadores de telemarketing

O número de operadores das centrais de atendimento telefônico está em franca expansão no Brasil e no mundo, envolvendo cerca de 550 mil trabalhadores em nosso país. Este artigo aborda a ação coletiva em busca de melhores condições de trabalho para esses operadores, desencadeada por solicitações de intervenção ao Ministério do Trabalho e Emprego (MTE) feitas por trabalhadores portadores de Distúrbios Osteomusculares Relacionados ao Trabalho (DORT), diretamente, e por meio de seus sindicatos no Brasil. Além de ações de fiscalização sobre as empresas de telemarketing no sentido da regulação das condições de trabalho nesse setor, a Comissão Nacional de Ergonomia (CNE) do MTE, entre 2000 e 2005, organizou eventos reunindo profissionais de instituições de pesquisa, representações patronais e de trabalhadores, fazendo estudos aprofundados sobre esse tipo de trabalho. Capacitou, ao mesmo tempo, auditores fiscais do trabalho para fiscalização em ergonomia aplicada em todo o país. Essas ações resultaram na constituição de um grupo de trabalho interinstitucional em 2004 e na publicação da Recomendação Técnica 1 pelo Departamento de Segurança e Saúde no Trabalho em 2005. Enfrentando resistência empresarial e diversas inconsistências do próprio movimento sindical, visando à promulgação de uma Norma Regulamentadora para o telemarketing, o MTE constituiu um grupo técnico para a elaboração da proposta de Anexo à Norma Regulamentadora 17 ("Ergonomia"). Este artigo relata o processo de construção social dessa normatização, suas propostas e desafios.

Risk factors for musculoskeletal symptoms among call center operators of a bank in São Paulo, Brazil

OBJECTIVE

Identify risk factors for musculoskeletal symptoms among call center operators of a bank in São Paulo, Brazil.

METHODS

Ergonomic work analysis was carried out, involving work observation and interviews. Self-answered questionnaires performed by 108 call center operators.

RESULTS

Women represented 88% of the call center operators, 70% of them were in the age bracket of 18 to 23 yr. Daily working time was 6-h with one 30 min break. Workers remained seated 95% of the time, typing and answering telephone calls. Men' s work consisted of more active telemarketing and women's of customer services. Among female operators the prevalence of neck/shoulder symptoms was 43% (95% CI, 33-53) and of wrist/hand was 39% (95% CI, 29-49). Risk factors associated with wrist/hand symptoms were: inadequate height of table (Odds ratio (OR) 3.67, 95% CI, 1.12-11.96) and to answer above 140 calls/d (OR 3.36, 95% CI, 1.16-9.71). Risk factors associated with neck/shoulder symptoms were making fewer rest breaks (OR 3.17, 95% CI, 1.11-8.97) and inadequate thermal comfort (OR 3.06, 95% CI, 1.09-8.62).

CONCLUSIONS

Prevention of musculoskeletal disorders among call center operators requires an integrated approach including improved workstation design, thermal comfort environment, well-scheduled work-rest regime and realistic production goals.

Symptoms and clinical findings from the musculoskeletal system among operators at a call centre in Sweden--a 10-month follow-up study

The musculoskeletal health among 57 operators at 1 call centre in Sweden was studied with 10 monthly follow-ups, parallel to a reference group of 1,226 professional computer users in other occupations. Operators at this call centre were more symptom-loaded than the other professional computer users in spite of their younger age and shorter exposure to computer work. Symptoms were long-lasting or recurrent. Muscle tenderness and nerve affections in the neck-shoulder region were the most common specific findings and diagnoses at medical examination of incident symptom cases. More extensive studies should be done on the working conditions and health status among call centre workers.

Technology use and psychosocial factors in the self-reporting of musculoskeletal disorder symptoms in call center workers

PROBLEM

Evidence exists to suggest that working with computer terminals and keyboards is associated with the development and exacerbation of a range of musculoskeletal disorders (MSDs). Research has suggested that psychosocial factors may be of more importance than computer use factors in the development of MSDs in the computing workplace.

METHOD

A questionnaire-based study was undertaken to test this hypothesis in a sample of 67 call center workers. A Spearman's rho was performed on the data, as well as chi(2) tests on the individual variables.

RESULTS

It was found that overall, computer use factors were significantly associated with self-reporting of MSD symptoms, whereas psychosocial factors had no such association. However, certain individual psychosocial factors emerged as having a significant association with MSD symptoms.

DISCUSSION

The findings suggest that specific areas of call center work have associations with poor worker health and possible long-term MSD problems. These areas appear to be workload and particular management-worker relations, rather than computer use.

SUMMARY

This suggests that the relationship among computer use, psychosocial factors, and MSD is a complex area that would benefit from more research.

IMPACT ON INDUSTRY

This study raises issues about the importance of psychosocial and organizational factors and employee welfare in the call center working environment.