Call centres in the domain of telecommunications: ergonomic issues for well-being improvement

Authors:
Alessandra Re;Enrica Fubini
Affiliations:
Department of Psychology, University of Torino, Torino, Italy;Department of Animal and Human Biology, University of Torino, Torino, Italy
Venue:
EHAWC'07 Proceedings of the 2007 international conference on Ergonomics and health aspects of work with computers
Year:
2007

Citing 2
Cited 0

Development of an instrument measuring user satisfaction of the human-computer interface

CHI '88 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
User acceptance of information technology: system characteristics, user perceptions and behavioral impacts

International Journal of Man-Machine Studies

Quantified Score

Hi-index	0.00

Visualization

Abstract

The present work examines the ergonomic issues of a larger interdisciplinary research on well-being, conducted with a systemic approach in a call-centre pertaining to the domain of telecommunications. The research aimed to define the concept of well-being along three lines of investigation: psychological, medical, and ergonomic and, on this basis, to provide an analysis for improving operators' well-being and performance. The paper analyzes the ergonomic issues, which have been investigated in relation to the aforementioned lines, and, in the final phase of the research, included in a common tool of quantitative survey submitted to 421 operators.