A case study in forensics, macroergonomics, and work-related musculoskeletal injuries in call center work

2005 ◽  
Author(s):  
Joseph Cohen ◽  
H. Harvey Cohen
Keyword(s):  
Call Center ◽  
Musculoskeletal Injuries ◽  
Work Related

A Case Study in Forensics, Macroergonomics, and Work-Related Musculoskeletal Injuries in Call Center Work

2005 ◽  
Vol 49 (9) ◽  
pp. 854-857 ◽  
Author(s):  
Joseph Cohen ◽  
H. Harvey Cohen
Keyword(s):  
Call Center ◽  
Musculoskeletal Injuries ◽  
Organizational Stress ◽  
Stress Factors ◽  
Acute Injury ◽  
Work Related ◽  
Expert Opinions ◽  
Workstation Design ◽  
Female Call

This case study describes a personal injury case and expert opinions expressed by a HF/E expert concerning work-related musculoskeletal injuries sustained by a 43 year-old female call center service representative. The circumstances surrounding this case are unusual as it involves a suit brought against an employer by an employee in the State of California, a physically adequate workstation design, and a cumulative rather than acute injury. The HE/E expert examined the deposition testimony, interview data and reviewed the literature as part of his analysis and concluded that the scientific literature establishes a link between the known organizational stress factors existing at the defendant's workplace and symptoms of work-related musculoskeletal disorders. Furthermore, the defendant's ergonomics safety program was deficient in proactively dealing with the plaintiff's injuries. The HF/E expert's analysis and testimony ultimately proved important in establishing liability on the part of the defendant.

scholarly journals The Effects of Open Space on Reducing Workplace Stress: Case Study of Business Park in the Post-Socialist Urban Setting

2021 ◽  
Vol 13 (1) ◽  
pp. 336
Author(s):  
Jelena Maric ◽  
Djukic Aleksandra ◽  
Branislav Antonic ◽  
Danilo Furundzic ◽  
Vladimir Parezanin
Keyword(s):  
Business Performance ◽  
Open Space ◽  
Single Case ◽  
Well Being ◽  
Positive Influence ◽  
Workplace Stress ◽  
Urban Setting ◽  
Work Related ◽  
Stress Levels

Working people spend around 54% of their waking hours at a workplace, according to recent statistics. Work-related stress is unavoidable, and it can damage the health of employees and affect business performance. In this paper, we argue that open space inside the workplace environment can have a positive influence on reducing overall stress levels in all the categories of users. To our knowledge, there is a significant lack of research considering specific business districts and the gated complexes called business parks, especially in post-socialist Eastern European cities, where there they are still a novelty. Empirical research in this study is on the single case study of Business Park “Airport city” in Belgrade, Serbia. Its main focus is on the survey conducted with 235 participants based on a questionnaire, which examines the relation between workplace stress and workplace environments. The findings from the questionnaire show that the frequency, duration, and activity of open space usage influence the stress levels of employees in this specific workplace, while it is not visible relating to their age and gender. Additionally, final implications suggest that improved open space, such as well-expected greenery, but also the urban design non-associative to workspace and the socialization and exercise amenities customized for frequent and short work breaks, can facilitate the overall well-being of employees. They are innovative elements in relatively underdeveloped research on stress measures with open space usage characteristics in the specific (gated) workplace setting.

Emotional Labor: Links to Depression and Work-Related Musculoskeletal Disorders in Call Center Workers

2016 ◽  
Vol 65 (8) ◽  
pp. 346-354 ◽  
Author(s):  
Hye-Jin Kim ◽  
Jina Choo
Keyword(s):  
Low Back Pain ◽  
Back Pain ◽  
Depressive Symptoms ◽  
Emotional Labor ◽  
Call Center ◽  
Low Back ◽  
Deep Acting ◽  
Work Related ◽  
Work Related Musculoskeletal Disorders ◽  
Call Center Workers

Little evidence links emotional labor to either psychological or physical health. This study determined whether the two types of emotional labor (i.e., surface vs. deep acting) were significantly associated with depressive symptoms and work-related musculoskeletal disorders in call center workers. A cross-sectional study was conducted with 274 workers recruited from a call center in Seoul, South Korea. In adjusted regression models, levels of surface, but not deep, acting were significantly and positively associated with depressive symptoms. Higher surface acting levels were significantly and positively associated with low back pain; higher deep acting levels were significantly and inversely associated with low back pain. Study findings could inform occupational health nurses as they delineate differentiated strategies, according to the nature of surface and deep acting, to promote psychological and physical health in call center workers.

70 Improvements to Surveillance of Work-Related Injuries in a Developing Economy: A Case Study from Vietnam

2013 ◽  
Vol 70 (Suppl 1) ◽  
pp. A23.3-A24
Author(s):  
H M W Marucci-Wellman ◽  
Wegman ◽  
Leamon ◽  
Binh ◽  
Diep ◽  
...  
Keyword(s):  
Developing Economy ◽  
Work Related

Prevalence of Work-Related Musculoskeletal Injuries among At-Risk Physicians: A Systematic Review and Meta-Analysis

2017 ◽  
Vol 225 (4) ◽  
pp. e158
Author(s):  
Sherise Epstein ◽  
Bao Ngoc N. Tran ◽  
Qing Z. Ruan ◽  
Dhruv Singhal ◽  
Bernard T. Lee
Keyword(s):  
Systematic Review ◽  
At Risk ◽  
Meta Analysis ◽  
Musculoskeletal Injuries ◽  
Work Related

Call Center Computer Telephony Integration: A Case Study

2020 ◽  
pp. 131-139
Author(s):  
Charles V. Breakfield ◽  
Roxanne E. Burkey
Keyword(s):  
Call Center

Creating value from a commodity process: a case study of a call center

2007 ◽  
Vol 20 (4) ◽  
pp. 396-413 ◽  
Author(s):  
Jimmy Huang ◽  
Sue Newell ◽  
Brad Poulson ◽  
Robert D. Galliers
Keyword(s):  
Call Center

The challenges and opportunities of ICT in WIL

2018 ◽  
Vol 8 (4) ◽  
pp. 408-421 ◽  
Author(s):  
Trevor Gerhardt ◽  
Linda Mackenzie-Philps
Keyword(s):  
Adult Education ◽  
Social Networking ◽  
Information And Communication Technologies ◽  
Church Of England ◽  
Continuing Professional Development ◽  
Content Type ◽  
Work Related ◽  
Ict Use ◽  
Innovative Learning

Purpose Programmes and courses integrating learning and work, captured generally in this paper as work integrated learning (WIL), usually provide flexible and innovative learning opportunities. In a digital age, information and communication technologies (ICTs) can be vital in delivering and enhancing such hybrid forms of WIL. The purpose of this paper is to explore the correlation and trajectory of ICT use among priests in the Church of England in the various forms of WIL. Design/methodology/approach The case study explores ICT use among a sample of Church of England priests by examining initially their use of virtual learning environments (VLEs) such as Blackboard and Moodle in work-based learning (WBL); and assessing the trajectory and correlation to work-related learning (WRL) through their use of social networking/engagement tools such as Facebook and Twitter in continuing professional development courses (CPD). The correlation and trajectory is provided through a document analysis of VLE access and a survey questionnaire. Findings Priests in WBL and priests engaged in WRL (i.e. CPD courses) revealed a correlation in the lack of ICT pervasiveness. With only a minority of priests engaging in further higher education (HE), the familiarity and use of ICT such as VLE platforms stagnated or declined. Correlated with social networking/engagement, priests overwhelmingly cited the “lack of time” as a reason not to engage with social media, however, ICT reluctance caused by fear was the trajectory resulting in a further lack of “ICT pervasiveness”. Research limitations/implications While results may be generalisable among Church of England priests and other faith communities internationally, due to its unique and distinctive parameters, it is not generalisable to the general mature student adult education population. Practical implications The case study highlighted that continued intentional familiarisation and use of ICT within the various forms of WIL programmes and courses among “non-digital natives” would enhance learning. Such learning in WIL would be beneficial for HE programmes addressing e-readiness as a priority. Social implications Specific to the sample case study, considering the importance of community engagement and WIL, this study highlights the challenges and changes required for improved social capital within the field of ICT and adult education. Originality/value No studies have considered the training and education of priests as a WIL case study of ICT “pervasiveness” and self-efficacy.

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