| Document ID (ISN) | 112174 |
| CIS number |
11-0804 |
| ISSN - Serial title |
0339-6517 - Documents pour le médecin du travail |
| Year |
2011 |
| Convention or series no. |
TF 191
|
| Author(s) |
Chouanière D., Boini S., Colin R. |
| Title |
Working conditions and health in call centres |
| Original title |
Conditions de travail et santé dans les centres d'appels téléphoniques [in French] |
| Bibliographic information |
2nd quarter 2011, No.126, p.241-259. Illus. 80 ref. |
| Internet access |
TF_191.pdf [in French]
|
| Abstract |
This epidemiological survey on working conditions on call centres and the state of health of phone operators was carried out by INRS. It involved more than 4000 voluntary operators who were examined by one of 40 participating occupational physicians throughout France. The aim of the survey was to identify relationships between organizational factors, occupational health constraints perceived by the operators and health markers. Fourteen organizational factors were identified as being most frequently associated with constraints. Furthermore, the study highlighted indirect relationships between organizational factors and health markers, which most often involve perceptions of constraints. |
| Descriptors (primary) |
call centres; work organization; conditions of work; state of health; stress factors |
| Descriptors (secondary) |
France; occupational medicine; questionnaire survey; industrial physicians; public OSH institutions |
| Document type |
D - Periodical articles |
| Subject(s) |
Medicine, hygiene and first aid
Commerce, services, offices
|
| Broad subject area(s) |
Occupational medicine, epidemiology
Stress, psychosocial factors
|
| Browse category(ies) |
Communications industry
Psychology of work organization
|
