Incidencia del síndrome de Burnout en la satisfacción laboral y la felicidad en el trabajo percibida por los colaboradores en el sector de call center en Costa Rica, durante el periodo 2023-2024
Fecha
2024-07-18
Autores
Ureña Zuñiga, Maria Fernanda
Herrera Arce, Mariana
Mendoza Matarrita, Yulieth Maria
Viquez Alfaro, Alexandra
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Universidad Nacional, Costa Rica
Resumen
El presente trabajo final se titula Incidencia del síndrome de Burnout en la satisfacción laboral y felicidad en el trabajo percibida por los colaboradores en el sector de call center en Costa Rica, durante el periodo 2023-2024, y fue desarrollada por las investigadoras: Herrera Arce Mariana, Mendoza Matarrita Yulieth, Ureña Zúñiga María Fernanda y Víquez Alfaro Alexandra. Previo al abordaje de los aspectos de la investigación, es importante definir el sector sobre el cual se realiza esta. El sujeto de estudio es el sector de centros de llamadas o call centers en Costa Rica. En el año 2017, se encontraban entre 140 y 150 empresas que desempeñaban este servicio en el país. Además, se estima que para el año 2018, los call centers eran la tercera ocupación de mayor demanda. El análisis del comportamiento de este sector evidencia que, año con año, ha ido tomando fuerza e incrementando la fuerza laboral a su servicio. La interrogante formulada para la presente investigación es: ¿Cómo influye el síndrome de Burnout en la satisfacción laboral y la felicidad en el trabajo de los colaboradores del sector de call centers en Costa Rica, durante el periodo 2023-2024? Esta interrogante se plantea debido al creciente auge de los puestos de trabajo dedicados al servicio de centros de llamadas. Sin embargo, el impacto de desempeñar este trabajo bajo diversas condiciones frecuentemente lleva a que los colaboradores del sector se sientan agotados, lo cual ocasiona que se identifiquen con el síndrome de Burnout, y esto afecta aspectos físicos, psicológicos, organizacionales y sociales. Por lo tanto, se establece la relación del síndrome de Burnout con la satisfacción laboral y la felicidad en el trabajo, ya que están estrechamente ligados con la salud mental.
This final work is entitled Incidence of Burnout Syndrome on job satisfaction and happiness at work perceived by employees in the call center sector in Costa Rica, during the period 2023-2024, and was developed by the researchers: Herrera Arce Mariana, Mendoza Matarrita Yulieth, Ureña Zúñiga María Fernanda and Víquez Alfaro Alexandra. Before addressing the aspects of the research, it is important to define the sector on which it is carried out. The subject of study is the call center sector in Costa Rica. In 2017, there were between 140 and 150 companies that provided this service in the country. In addition, it is estimated that by 2018, call centers were the third most in-demand occupation. The analysis of the behavior of this sector shows that, year after year, it has been gaining strength and increasing the workforce at its service. The question formulated for this research is: How does Burnout syndrome influence job satisfaction and happiness at work of employees in the call center sector in Costa Rica, during the period 2023-2024? This question arises due to the growing boom in jobs dedicated to call center service. However, the impact of performing this job under different conditions frequently leads to employees in the sector feeling exhausted, which causes them to identify with Burnout syndrome, and this affects physical, psychological, organizational and social aspects. Therefore, the relationship between Burnout syndrome and job satisfaction and happiness at work is established, since they are closely linked to mental health.
This final work is entitled Incidence of Burnout Syndrome on job satisfaction and happiness at work perceived by employees in the call center sector in Costa Rica, during the period 2023-2024, and was developed by the researchers: Herrera Arce Mariana, Mendoza Matarrita Yulieth, Ureña Zúñiga María Fernanda and Víquez Alfaro Alexandra. Before addressing the aspects of the research, it is important to define the sector on which it is carried out. The subject of study is the call center sector in Costa Rica. In 2017, there were between 140 and 150 companies that provided this service in the country. In addition, it is estimated that by 2018, call centers were the third most in-demand occupation. The analysis of the behavior of this sector shows that, year after year, it has been gaining strength and increasing the workforce at its service. The question formulated for this research is: How does Burnout syndrome influence job satisfaction and happiness at work of employees in the call center sector in Costa Rica, during the period 2023-2024? This question arises due to the growing boom in jobs dedicated to call center service. However, the impact of performing this job under different conditions frequently leads to employees in the sector feeling exhausted, which causes them to identify with Burnout syndrome, and this affects physical, psychological, organizational and social aspects. Therefore, the relationship between Burnout syndrome and job satisfaction and happiness at work is established, since they are closely linked to mental health.
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CALL CENTER, BURNOUT (PSICOLOGÍA), BURNOUT (PSYCHOLOGY), CONDICIONES DE TRABAJO, WORKING CONDITIONS, SATISFACCIÓN EN EL TRABAJO, JOB SATISFACTION