The impact of two organizational interventions on the health of service sector workers
The impact of two organizational interventions on the health of service sector workers
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DOI：
10.2190/p67f-3u5y-3ddw-mgt1
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发表时间：
2005-01-01
影响因子：
3.4
通讯作者：
Saksvik, PO
中科院分区：
文献类型：
--
作者：
Dahl-Jorgensen, C;Saksvik, PO
研究表明，员工往往会表现出工作不满、压力和情绪疲惫的症状，因为他们被期望在工作中表现出或抑制某些情绪。为了应对健康挑战和减少该部门雇员的病假，在挪威一个中等城市的市政当局和一个购物中心雇用的服务人员中实施了两项组织干预措施。在一项现场实验中，作者评估了这种类型的干预对员工健康的影响。该实验结合了调查措施（干预前和干预后）与观察和非结构化访谈。调查数据显示，购物中心员工中只有两个测量变量发生了积极变化，对市政员工没有影响。本文的重点是定性数据，这表明如何限制有关的时间和干预和组织的做法阻碍了员工的充分参与，在实施干预措施。作者讨论的角度来看，在服务部门实施干预措施的一般挑战的结果。
Studies focusing on interactive service work that involves face-to-face interactions between employees and customers/clients have shown that employees tend to show symptoms of job dissatisfaction, stress, and emotional exhaustion because they are expected to display or suppress certain emotions in the performance of their jobs. To meet the health challenges and reduce sickness absenteeism among employees in this sector, two organizational interventions were implemented among service workers employed by the municipality and in a shopping mall in a medium-sized Norwegian city. In a field experiment, the authors evaluated the effect of this type of intervention on employee health. The experiment combined survey measures (pre- and post-intervention) with observations and unstructured interviews. The survey data showed positive changes on only two of the measured variables among the shopping mall employees, and no effect on the municipal employees. This article focuses on the qualitative data, which show how constraints related to time and to interactional and organizational practices impeded full involvement of the employees during implementation of the interventions. The authors discuss the results from the perspective of the general challenges of implementing interventions in the service sector.