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Call Centres in the Domain of Telecommunications: Ergonomic Issues for Well-Being Improvement

  • Alessandra Re
  • Enrica Fubini
Part of the Lecture Notes in Computer Science book series (LNCS, volume 4566)

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.

Keywords

call centres well-being ergonomic work analysis 

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Copyright information

© Springer-Verlag Berlin Heidelberg 2007

Authors and Affiliations

  • Alessandra Re
    • 1
  • Enrica Fubini
    • 2
  1. 1.Department of Psychology, University of Torino, Via Verdi 10, 10124 TorinoItaly
  2. 2.Department of Animal and Human Biology, University of Torino, Via Accademia Albertina 13, 10123 TorinoItaly

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