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Document ID (ISN)106614
CIS number 07-744
ISSN - Serial title 0169-8141 - International Journal of Industrial Ergonomics
Year 2006
Convention or series no.
Author(s) St-Vincent M., Denis D., Imbeau D., Trudeau R.
Title Symptoms of stress related to the characteristics of customer service in warehouse superstores
Bibliographic information Apr. 2006, Vol.36, No.4, p.313-321. Illus. 25 ref.
Abstract The stress symptoms of 91 sales clerks and 28 managers in six warehouse superstores of a large chain specializing in office supplies were documented with the Karasek and Maslach questionnaires. The results show different stress symptoms in the two populations. In managers, stress appears to be a result of an overinvestment in work. Stress in sales clerks is related to customer service characteristics, which were studied through work observation, interviews and the analysis of a daily journal. It was found that the time that can be allotted to each customer service intervention is less than one minute. In more than a third of such interventions, sales clerks must serve more than one customer at a time. On average, they cannot work continuously on the same task more than 1.5 min. Sales clerks are also stressed by difficult customers. Solutions are proposed mainly to reduce interruptions that lead to mistakes, stress, degraded performance and increased workload.
Descriptors (primary) psychology of work organization; shop salespersons and demonstrators; stress factors; retail trade
Descriptors (secondary) conditions of work; questionnaire survey; stress evaluation; stress studies; job study
Document type D - Periodical articles
Country / State or ProvinceCanada
Subject(s) Psychology and sociology
Broad subject area(s) Stress, psychosocial factors
Browse category(ies) Mental stress and burnout
Retail industry
Psychology of work organization
Psychological factors