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Consequences of Emotional Work in Operational Environments of Service Production in Colombia

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Advances in Neuroergonomics and Cognitive Engineering (AHFE 2020)

Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 1201))

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Abstract

The emotional component in occupational health is determined as a direct influence on the development of the worker’s functions and the development of the task [1].

The control of emotions in the worker, become an over-effort for daily work and constitutes a situation of cumulative attrition that triggers alterations, mainly of a psycho-emotional nature.

Because of this, it is important to evaluate the conditions that trigger alterations caused by emotional work in workers who carry out their work activity in the provision of health services in Colombia.

Methods, mixed study with descriptive scope of situations that affect the health of these workers. Population of 250 workers of 22 health units in Bogotá. Use of instrument battery for the evaluation of psychosocial risk factors. Levels of reliability in the questionnaires; intra-work of 0.957 and stress 0.83.

For emotional work, 90% report verbal abuse by users.

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Correspondence to Olga Piñeros or Carlos Marín .

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Piñeros, O., Marín, C. (2021). Consequences of Emotional Work in Operational Environments of Service Production in Colombia. In: Ayaz, H., Asgher, U. (eds) Advances in Neuroergonomics and Cognitive Engineering. AHFE 2020. Advances in Intelligent Systems and Computing, vol 1201. Springer, Cham. https://doi.org/10.1007/978-3-030-51041-1_56

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