Organisation du travail et souffrance psychique dans les activités de service : le cas des centres d'appel en Argentine

Abstract : This research is the result of a thorough analysis of the work of two call centers in Argentina. This fieldwork, building on call center visits undertaken in other countries, is the starting point for the study of two main issues. Firstly, the study of the consequences of call center work for mental health. Secondly, the study of different approaches that support the development of ways to improve it such work. Work psychodynamics and activity ergonomics are two disciplines that propose different points of view on these issues. Nowadays, they both find themselves confronted by quantitative scales that seek to measure psychosocial risks. The aim of this thesis is to increase knowledge on the relationship between work organization and tasks content and highlight the consequences for workers in Argentina. The thesis shall also compare results of the study with those found in other countries.
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Patricio Nusshold. Organisation du travail et souffrance psychique dans les activités de service : le cas des centres d'appel en Argentine. Sociologie. Conservatoire national des arts et metiers - CNAM, 2015. Français. ⟨NNT : 2015CNAM1023⟩. ⟨tel-01344415⟩

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