Abstract
The service companies in Colombia, as part of their organizational management actions, see in the standards and policies of customer service, a projection for their sustainability in the market. Methods, mixed type study with a descriptive approach, carried out in 7 service companies, with 129 workers. The workers signed the informed consent for the collection of information. Application of the instrument battery questionnaires for the evaluation of psychosocial risk factors, which has reliability levels for intra-labor conditions of 0.957 and stress of 0.83 [1].
Accidents reported in workplaces are associated with stress situations caused by emotional states after a stressed interaction with a user. It is necessary to design training programs to develop socio-emotional skills.
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Marín, C., Piñeros, O. (2020). Emotional Work, Mental Health and Organizational Management, Determinants in High Performance Teams. Results in Colombian Companies. In: Kantola, J., Nazir, S., Salminen, V. (eds) Advances in Human Factors, Business Management and Leadership. AHFE 2020. Advances in Intelligent Systems and Computing, vol 1209. Springer, Cham. https://doi.org/10.1007/978-3-030-50791-6_83
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