Carga de trabalho e rotatividade na função de frentista

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DOI: https://doi.org/10.1590/S1415-65552001000200009
Keywords:
ergonomics, public customer service, work load, turnover

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Mário César Ferreira
École Pratique des Hautes Études
Odaléa Novais Freire
Universidade Federal do Ceará

Abstract

The article approaches the interrelation between work load and systematic turnover in a social-technical scenario of a gas station public customer service. The Francophonic focus on the study of this theme articulates three complementary analytical dimensions: public attendance service; discrepancy between prescribed task - real work; and the physical, cognitive and psychic compounds of the work load. The results suggest a preliminary understanding of turnover, which contrasts to the institutional argument of the worker's non adaptability, emphasizes the multifunctional role of the employee and the cognitive overload required to the execution of the function.

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Article Details

How to Cite
Ferreira, M. C., & Freire, O. N. (1). Carga de trabalho e rotatividade na função de frentista. Journal of Contemporary Administration, 5(2), 175-200. https://doi.org/10.1590/S1415-65552001000200009
Issue
Vol. 5 No. 2 (2001): May/Aug - 2001
Section
Articles

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Author Biographies

Mário César Ferreira, École Pratique des Hautes Études

Doutor em Ergonomia pela École Pratique des Hautes Études, France. Professor do Departamento de Psicologia Social e do Trabalho da Universidade de Brasília. Suas áreas de interesse em pesquisa são trabalho e cognição, ergonomia aplicada ao serviço de atendimento ao público.

Odaléa Novais Freire, Universidade Federal do Ceará

Graduada em Psicologia pela Universidade Federal do Ceará e Mestranda em Psicologia na Universidade de Brasília, com interesse em pesquisa nas áreas de recursos humanos, ergonomia aplicada ao serviço de atendimento ao público, prazer-sofrimento no trabalho.