Work and Psychological Suffering: A Case Study on Customer Service Employees at an Electrical Services Company

MANDOLESI, MELISA; BONANTINI, CARLOS; QUIROGA, VICTOR; CATTANEO, MA. ROMINA; GALLEGOS,MIGUEL

Psychiatry and Neuroscience Update - Vol. II

Springer Nature

Año: 2017;

This chapter communicates some results of an ongoing research project.The study presented here was conducted in an energy company of the cityof Rosario, Santa Fe, Argentina, with the employees in the customer servicearea. It is considered of great importance to analyze the effects thatworking in customer service has on this sector?s employees, who mustmeet the demands of users and, not infrequently, must deal with customers?annoyance with regard to the service or the costs.This work continues research that had allowed us to make an instrumentwhich aims to determine psycho-social-labor vulnerability and itsimpact on mental health. The aim of this research is to assess psycho-social-laborvulnerability and its effects on mental health in customer serviceemployees of the electricity services sector in Rosario, Santa Fe. Toretrieve the data and evaluate it, we used our own standardized tool. It wasapplied to a statistically significant sample of a target population group of98 workers who do customer services in six branch offices. Finally, a focusgroup with some selected workers was created; the sample was chosen bypurpose and availability. The results showed us levels of psychologicaldistress and suffering. We provide details of the findings in the informationanalysis.