El tecnoestrés en trabajadores del área de servicio al cliente de la Compañía de transporte NORBAY de la ciudad de Guayaquil- Ecuador
Fecha
2021
Título de la revista
ISSN de la revista
Título del volumen
Editor
Universidad de Guayaquil -Facultad de Ciencias Psicológicas
Resumen
El análisis de caso realizado con respecto al Tecnoestrés esta fundamentó en el enfoque cualitativo en base a la metodología fenomenológica interpretativa, con un alcance exploratorio y descriptivo. Los trabajadores evaluados tienen funciones laborales en servicio al cliente de una compañía de servicio de trasporte en la ciudad de Guayaquil–Ecuador. El objetivo principal de este análisis de caso es Determinar las características del tecnoestrés en los trabajadores de Servicio al cliente de la empresa Norbay. Entre las técnicas empleadas se aplicaron: una encuesta, dos entrevistas semiestructuradas y discusión de grupo. Como parte de la exploración se describen las características de las dimensiones del tecnoestrés entre ellas: Tecnoestresores, Apoyo externo y Desconexión digital. Los datos obtenidos señalan que los participantes percibieron estrés, cansancio, miedo, frustración, entre otros. En el desarrollo de sus actividades laborales, presentaban dificultad en la realización de actividades laborales por la falta de capacitaciones optimas en el uso de las Tics por parte de la empresa, exceso de horas de trabajo dentro y fuera del horario laboral, uso continuo de la tecnología lo cual deriva en la invasión de sus vidas por parte de las TICs, generando en los trabajadores conflictos en el área personal y laboral
The case analysis conducted regarding Techno stress was based on the qualitative approach based on the interpretative phenomenological methodology, with an exploratory and descriptive scope. The evaluated workers have job functions in customer service of a transportation service company in the city of Guayaquil – Ecuador. The main objective of this case analysis is to determine the characteristics of techno-stress in the customer service workers of the Norbay company. Among the techniques used were applied: a survey, two semi- structured interviews and group discussion. As part of the exploration, the characteristics of the dimensions of techno-stress are described, including: Techno-stressors, External support and Digital disconnection. The data obtained indicate that the participants perceived stress, fatigue, fear, frustration, among others. In the development of their work activities, they had difficulty in conducting work activities due to the lack of optimal training in the use of TICs by the company, excessive working hours inside and outside working hours, continuous use of the technology which results in the invasion of their lives by TICs, creating conflicts in the personal and work area in workers
The case analysis conducted regarding Techno stress was based on the qualitative approach based on the interpretative phenomenological methodology, with an exploratory and descriptive scope. The evaluated workers have job functions in customer service of a transportation service company in the city of Guayaquil – Ecuador. The main objective of this case analysis is to determine the characteristics of techno-stress in the customer service workers of the Norbay company. Among the techniques used were applied: a survey, two semi- structured interviews and group discussion. As part of the exploration, the characteristics of the dimensions of techno-stress are described, including: Techno-stressors, External support and Digital disconnection. The data obtained indicate that the participants perceived stress, fatigue, fear, frustration, among others. In the development of their work activities, they had difficulty in conducting work activities due to the lack of optimal training in the use of TICs by the company, excessive working hours inside and outside working hours, continuous use of the technology which results in the invasion of their lives by TICs, creating conflicts in the personal and work area in workers
Descripción
PDF
Palabras clave
tecnoestrés, tecnologías de la información y la comunicación, metodología fenomenológica, interpretativa