| Nome: | Descrição: | Tamanho: | Formato: | |
|---|---|---|---|---|
| 3.21 MB | Adobe PDF |
Autores
Orientador(es)
Resumo(s)
Esta investigação teve como objetivo averiguar as fontes de stress e burnout nos operadores de loja, as consequências que advêm destes dois fenómenos e apresentar proposta de melhoria para uma organização do setor do retalho que preferiu permanecer anónima e que, por isso, ao longo do trabalho iremos referenciar como empresa X. O instrumento de avaliação aplicado foi um questionário que tem como base o Maslach Burnout Inventory (MBI) e o questionário sobre Stress Percecionado de Cohen, Kamarck & ermelstein (1983). Neste estudo foram estudadas 3 lojas da empresa X localizadas na zona Norte de Portugal com um total de 160 colaboradores, dos quais 91 colaboradores a full-time e a part-time participaram no estudo. Dado que as lojas estudadas têm dimensões similares e as respostas foram bastante idênticas os resultados apresentados vão ser globais. Deste modo, verificámos em toda a nossa analise que os colaboradores estão em situação de stress ocupacional e níveis baixos de burnout, onde só constatamos valores significativos na dimensão de exaustão emocional. É de frisar de que toda a dissertação é sobre a visão do colaborador e não da organização, por isso, a visão da organização pode ser diferente da perceção do colaborador.
The objective of this investigation is to enquire the sources of stress and burnout in store operators, what are the consequences of these two phenomena and make an improvement proposal for a retail organization that wishes to remain anonymous and, as such, throughout this paper, we will refer to this organization as X. To measure the impact of this sources of stress and burnout was used the Maslach Burnout Inventory (MBI) questionnaire and the Perceived Stress Questionnaire of Cohen, Kamarck & Mermelstein (1983). Throughout this study, were studied three of the stores of the organization X, located in the north of Portugal, the sample/population of this study was composed for 160 employees, of which 91 of them work in a full-time or a part-time regime. (esta frase tens que me explicar melhor o que querias dizer). The stores studied had similar dimensions and the answers were quite similar, and therefore the results presented will be global, where we verified occupational stress throughout our analysis and low levels of burnout, the only dimension of burnout being significant to emotional exhaustion. It is noteworthy that the entire dissertation is about the perspective of the collaborator and not the organization, therefore, the perspective of the organization can be different from the perception of the collaborator.
The objective of this investigation is to enquire the sources of stress and burnout in store operators, what are the consequences of these two phenomena and make an improvement proposal for a retail organization that wishes to remain anonymous and, as such, throughout this paper, we will refer to this organization as X. To measure the impact of this sources of stress and burnout was used the Maslach Burnout Inventory (MBI) questionnaire and the Perceived Stress Questionnaire of Cohen, Kamarck & Mermelstein (1983). Throughout this study, were studied three of the stores of the organization X, located in the north of Portugal, the sample/population of this study was composed for 160 employees, of which 91 of them work in a full-time or a part-time regime. (esta frase tens que me explicar melhor o que querias dizer). The stores studied had similar dimensions and the answers were quite similar, and therefore the results presented will be global, where we verified occupational stress throughout our analysis and low levels of burnout, the only dimension of burnout being significant to emotional exhaustion. It is noteworthy that the entire dissertation is about the perspective of the collaborator and not the organization, therefore, the perspective of the organization can be different from the perception of the collaborator.
Descrição
Palavras-chave
Burnout Consequências Operadores de loja Sector do retalho e stress ocupacional Consequences Store operators Retail and occupational stress