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Niveles de burnout y engagement en teleoperadores de un call center de la ciudad de Mar del Plata, Argentina

Author

Listed:
  • Silva Peralta, Yamila
  • Caminos, Matías
  • Pereyra, Mayra
  • Pérez Villar, Marianela

Abstract

Se presenta una investigación descriptiva transversal que tiene como objetivo evaluar niveles de burnout y engagement en teleoperadores de un call center de la ciudad de Mar del Plata, Argentina. Se aplicaron el Maslach Burnout Inventory (MBI) y el Utrecht Work Engagement Scale (UWES) a 76 teleoperadores. Estadísticos descriptivos y pruebas de contraste no paramétricas según sexo, edad y antigüedad en la organización fueron calculados. Los resultados muestran niveles bajos de burnout y engagement, sólo se encontraron niveles críticos en relación a la dimensión de burnout agotamiento emocional al contrastar los grupos femenino y masculino.

Suggested Citation

  • Silva Peralta, Yamila & Caminos, Matías & Pereyra, Mayra & Pérez Villar, Marianela, 2018. "Niveles de burnout y engagement en teleoperadores de un call center de la ciudad de Mar del Plata, Argentina," FACES. Revista de la Facultad de Ciencias Económicas y Sociales, Universidad Nacional de Mar del Plata, Facultad de Ciencias Económicas y Sociales, Centro de Documentación, vol. 24(51), pages 47-60.
    • Handle: RePEc:nmp:rfaces:v:24:y:2018:i:51:p:47-60
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