Resumo

TAKAHASHI, Luis Torahiko; SISTO, Fermino Fernandes  e  CECILIO-FERNANDES, Dario. Work-related stress vulnerability assessment in telemarketing operators. Rev. Psicol., Organ. Trab. [online]. 2014, vol.14, n.3, pp.336-346. ISSN 1984-6657.

Stress in the workplace is associated with health problems and with detrimental effects on both employee performance and corporate results. This study aimed to assess the vulnerability of telemarketers to work-related stressors. Besides this, relationships were verified with socio-occupational factors such as gender, age, marital status, education level, experience, and type of telemarketing. The instrument used was the Scale of Vulnerability to Stress at Work (EVENT). Participants of the study were 201 telemarketers in a Call Center located in the state of São Paulo. The overall results indicated low susceptibility to occupational stress. In the factors Work Pressure, Climate, and General and Organizational Function, men presented higher averages than did women. In most of the analyses, the employee's length of experience in the position showed an association with an increase in the averages for stress vulnerability.

Palavras-chave : Stress; telemarketing; socio-occupational differences.

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