Shoulder and neck complaints in customer relations: individual risk factors and perceived exposures at work

Perceived psychosocial and biomechanical exposures, individual factors and pain in the shoulder and neck were recorded in two groups of female service workers (healthcare and shopping centre workers). The jobs investigated were characterized by ‘much’ direct human relations, ‘little’ sitting and ‘much’ standing, and were light work by physiological or biomechanical criteria but potentially psychosocially demanding. A screening survey (n = 400 females) was the basis for the selected sample (n = 66 females), which was the object of the main investigation of this study. Reliability of the questionnaires was tested in a separate group of female healthcare workers (n = 29). Heart rate recordings through the work day estimated workload. There was a high prevalence of shoulder and neck pain (>50%) for both work groups. In the two populations it proved difficult to explain shoulder and neck pain by reported physical and psychosocial exposures or individual factors, except by the variable ‘perceived general tension’, which clearly differentiated workers with and without pain. The findings in this study indicated, first, that perceived general tension might be an independent risk factor for muscle pain and, second, that this might be related to personality factors. However, this putative relationship must be verified in a longitudinal study. As no variable describing exposures in the working environment was associated with shoulder and neck pain, the question is posed whether such complaints can be considered work-related. Alternatively, the variables used to describe mechanical and psychosocial exposures in this study may have low specificity in characterizing work-related risk factors for service workers with customer relations.     

Further studies of shoulder and neck pain and exposures in customer service work with low biomechanical demands

The aim of the study was to establish insight into work exposures that cause shoulder and neck pain among occupational groups that have low biomechanical exposure and experience work stress from client/customer contact, among other exposures. Four occupational groups were studied, in health care (n = 20), retail (n = 22), banking (n = 26), and university secretaries (n = 26), a total of 94 volunteers. Thirty-nine were classified as pain-afflicted in the shoulder and neck, while 55 were pain-free. The subjects' perceptions of biomechanical and psychosocial exposures were established by use of quantitative questionnaires and by explorative interviews with open-ended questions, covering the same themes. Heart rate and trapezius EMG were recorded over a full workday and the following leisure period. Trapezius median and static activity during work were 3.3% and 0.3% EMG_max, only marginally higher than trapezius activity in the leisure period (2.7% and 0.2% EMG_max). The quantitative questionnaire did not identify any variable that correlated with shoulder and neck pain except perceived general tension. The interviews established that the interaction with clients or customers was an important source of work stress. Such stress appeared to be a complex entity not easily characterized by established psychosocial questionnaires. The physiological variables were at most weakly elevated in periods with high stress as compared to periods with low stress. The authors caution against relying on standardized quantitative questionnaires and/or physiological recordings to characterize work stress in occupations with emotional stress through client/customer service work.     

Further studies of shoulder and neck pain and exposures in customer service work with low biomechanical demands

The aim of the study was to establish insight into work exposures that cause shoulder and neck pain among occupational groups that have low biomechanical exposure and experience work stress from client/customer contact, among other exposures. Four occupational groups were studied, in health care (n = 20), retail (n = 22), banking (n = 26), and university secretaries (n = 26), a total of 94 volunteers. Thirty-nine were classified as pain-afflicted in the shoulder and neck, while 55 were pain-free. The subjects' perceptions of biomechanical and psychosocial exposures were established by use of quantitative questionnaires and by explorative interviews with open-ended questions, covering the same themes. Heart rate and trapezius EMG were recorded over a full workday and the following leisure period. Trapezius median and static activity during work were 3.3% and 0.3% EMG(max), only marginally higher than trapezius activity in the leisure period (2.7% and 0.2% EMG(max)). The quantitative questionnaire did not identify any variable that correlated with shoulder and neck pain except perceived general tension. The interviews established that the interaction with clients or customers was an important source of work stress. Such stress appeared to be a complex entity not easily characterized by established psychosocial questionnaires. The physiological variables were at most weakly elevated in periods with high stress as compared to periods with low stress. The authors caution against relying on standardized quantitative questionnaires and/or physiological recordings to characterize work stress in occupations with emotional stress through client/customer service work.     

客户群及个体服务选择影响因子研究

客户在选择服务过程中,一方面会受到自身不断积累的经验的影响,另一方面也会受到群体当中其他成员意见的影响。通过研究客户个体以及客户之间的相互协作关系,得出客户群及个体服务选择的三个主要影响因子：惯性影响因子、个体影响因子和群体影响因子。通过粒子群优化算法的群体智能仿真工具,对客户服务选择的影响因子与选择结果之间的复杂非线性关系进行模拟仿真实验,通过定量数据的模拟,精确找出各个影响因子对选择结果的影响程度,选择结果对影响因子的敏感度,以及各个影响因子之间的最佳搭配比例。该研究对于优化客户与供应商服务之间双向选择提供了指导方向。     

Associations between individual and workplace risk factors for self-reported neck pain and disability among female office workers

A cross-sectional survey of female office workers (n=333) was undertaken to determine the level of neck pain and disability (Neck Disability Index-NDI) and to explore the relationship between individual and workplace risk factors with the NDI score and the presence of pain. Workers reported nil (32%), mild (53%), moderate (14%) and severe (1%) neck pain. There were more risk factors associated with the NDI score than the presence of neck pain. The presence of neck pain was associated with a history of neck trauma (OR: 4.8), using a graduated lens (OR: 4.6), and negative affectivity (OR: 2.7) in the multiple regression model. Factors associated with higher NDI score were using the computer mouse for more than 6h per day, higher negative affectivity, older age and an uncomfortable workstation. These results suggest that measuring the level of neck pain and disability rather than just the presence of neck pain provides more specific directives for the prevention and management of this disorder.     

Co-operation at work: a process-oriented perspective on joint activity in inter-organizational relations

In this paper the authors present a conceptual framework for analysing cooperation between organizations as a situated process, highlighting co-operation, co-ordination and co-construction as different modes of joint activity. Within this framework, the analysis of unexpected events becomes a crucial issue. The analytic power of reconstructing the (psycho-) logics of unexpected events in inter-organizational relations will be demonstrated in the presentation of selected outcomes of a research project on the dynamics of producer-supplier relationships in the German automobile industry. Also in this empirical part, the significance of trust and confidence in inter-organizational relations will be reflected.     

Co-operation at work: a process-oriented perspective on joint activity in inter-organizational relations

In this paper the authors present a conceptual framework for analysing co-operation between organizations as a situated process, highlighting co-operation, co-ordination and co-construction as different modes of joint activity. Within this framework, the analysis of unexpected events becomes a crucial issue. The analytic power of reconstructing the (psycho-) logics of unexpected events in inter-organizational relations will be demonstrated in the presentation of selected outcomes of a research project on the dynamics of producer-supplier relationships in the German automobile industry. Also in this empirical part, the significance of trust and confidence in inter-organizational relations will be reflected.     

The influence of website functionality,drivers and perceived risk on customer satisfaction in online shopping: an emerging economy case

Information Systems and e-Business Management - The study analyzed website functionality, perceived risk and drivers of online shopping to evaluate their impact on customer satisfaction in India....     

Shoulder and neck muscle activities during typing with articulating forearm support at different heights

Use of forearm support is known to reduce physical stress of computer users, but research about how to properly position the forearm support is insufficient. This study was aimed to determine whether the height of forearm support influences muscular loads during typing. Twenty four subjects performed a typing task with a pair of articulating forearm support at three different heights as well as without any support, while shoulder, neck and forearm muscle activities and posture data were recorded. Typing with the support at resting elbow height produced significantly (p < 0.05) lower shoulder and neck muscle activities than that of no support condition. Typing with the support at heights higher than the resting elbow height produced significantly greater shoulder and neck muscle activities compared to the no support condition. Results suggest that forearm support can help computer users lessen physical stress in typing, but only when the supports are positioned at resting elbow height.

Practitioner Summary: Use of forearm support is known to alleviate physical stress of PC users in computer works such as typing. This experimental study addressed the importance of proper positioning of forearm support by comparing neck and upper extremity muscle activities between conditions with varying heights of forearm support in keyboard typing.     

The impact of website quality on customer satisfaction and purchase intention: perceived playfulness and perceived flow as mediators

The purposes of this study are to examine whether perceived playfulness and perceived flow would mediate the relationships among website quality, customer satisfaction, and purchase intention, as well as to assess the degree of reciprocity between perceived playfulness and perceived flow in an online travel agency context. This study suggested a research framework for testing the relationships among the constructs based on the stimulus-organism-response framework. In addition, this study developed a non-recursive model. After validating the measurement scales, empirical analyses were conducted using structural equation modelling. The findings confirm that website quality affects customers’ perceived playfulness and perceived flow, and in turn, would influence their satisfaction and purchase intention. Notably, this study finds that the service quality is more important than information and system quality in influencing customer satisfaction and purchase intention. Furthermore, the study reveals that the relationship between perceived playfulness and perceived flow is reciprocal. Based on the findings, the implications are discussed in the paper and directions for future research are also highlighted.     

Musculoskeletal disorders among visual display terminal workers: individual,ergonomic, and work organizational factors

A number of individual, ergonomic, and organizational factors of presumed importance for the occurrence of musculoskeletal disorders were investigated in a group of 260 visual display terminal (VDT) workers. The cross-sectional study utilized medical and workplace investigations as well as questionnaires. The results were subjected to a multivariate analysis in order to find the major factors associated with various upper-body muscular problems. Several such factors were identified for each investigated type of musculoskeletal problem. Some were related to the individual: age, gender, woman with children at home, use of spectacles, smoking, stomach-related stress reactions, and negative affectivity. Organizational variables of importance were opportunities for flexible rest breaks, extreme peer contacts, task flexibility, and overtime. Identified ergonomic variables were static work posture, hand position, use of lower arm support, repeated work movements, and keyboard or VDT vertical position.     

Cross-sectional study of risk factors for symptoms in the neck and shoulder area

Abstract

This study was performed in order to evaluate how individual characteristics, as well as ergonomic, organizational and psychosocial factors in the work situation are associated with early symptoms in the neck and shoulder area. Nine hundred randomly drawn subjects of the working population in a semi-rural community in Sweden were mailed a questionnaire comprising the Nordic questionnaire on musculoskeletal symptoms, questions on ergonomic, organizational and psychosocial work conditions, life style factors, and background factors. The total response rate was 73% ( n = 637). Questions on ergonomic work conditions and on organizational and psychosocial work conditions provided the measures of exposure. Prevalence ratios (PR) were calculated for symptoms in the neck and shoulder area as reported by 303 subjects. Significant determinants for early symptoms were being a female and being an immigrant, as were repetitive movements demanding precision. High work pace, low work content and work role ambiguity were significant organizational risk factors while life style characteristics did not appear as risk factors. The results suggest that symptoms are signals not only of ergonomic deficiencies in the work situation, but in particular of work organizational conditions. Special attention should be given to the work conditions of women and immigrants in preventive interventions.     

Extending technology usage to work settings: The role of perceived work compatibility in ERP implementation

Spanning over three decades and hundreds of studies, researchers have generated models, that examined user perceptions of technological attributes presumed to influence intention to use IT and consequent usage behavior. While these theories have provided reasonable explanations of IT usage across a broad range of technological and task settings, they did not address the role of IT in organizations, though they have been tested in organizational contexts, the models have not been modified to fit the context of organizational work. Current models are good at explaining IT usage in personal-settings, but they have not adequately examined the role of IT in organizations and thus have limited explanatory power in such settings. Furthermore, organizations deploy IT both to maximize its usage and to derive performance benefits from it. However, current IT usage models generally only consider IT usage as the dependent variable, without examining its performance impact. We extended IT usage models to include the role of IT's perceived work compatibility in shaping users’ IT usage intention, usage, and performance in work settings. The model was empirically validated using a field survey of 138 users of ERP systems in 62 firms in China.     

Integrating management of customer value and risk in e-commerce

Increasing turnover in e-commerce is inherently linked with a rising risk of payment fraud. Online retailers (e-tailers) aiming for a company-wide value orientation should actively manage this risk. However, by applying current approaches such as adding an overall risk premium to average prices or restricting accepted payment methods, extra turnover potentials remain unconsidered since customer-specific value and risk properties are neglected. In this contribution, a novel approach for transaction-specific customer management for e-tailers is proposed, taking customer-specific risk and turnover potential into consideration—fully automated and in real time. Therefore, risk-turnover combinations are calculated representing risk and value potentials of a single customer as well as risks associated with different payment methods. Based on these risk-turnover combinations, a new approach for an optimal, customer- and transaction-specific selection of payment methods becomes possible. Finally, calculated risk-adjusted prices aim to realize a given product base price and can be directly used for customer risk management or for adapting an e-tailer’s major marketing or pricing strategy.     

The impact of ergonomic work environment exposures on the risk of disability pension: Prospective results from DWECS/DREAM

The objectives were to identify the impact of ergonomic work environment exposures on the risk of disability pension. A representative sample of 8475 employees of the total working population in Denmark were interviewed regarding work environment exposures and followed in a national register with data on granted disability pension. For women, approximately 34% of the disability pension cases were attributable to ergonomic work environment exposures. For men, 21% of the disability pension cases were attributable to ergonomic work environment. Ergonomic work environment, especially physically demanding work, working with hands lifted and repetitive work, are areas of intervention at the workplace that can facilitate and prolong labour market participation. The study provides estimates for the association between ergonomic exposures at work and administrative, cost-related measures of work disability in a large population-based longitudinal cohort study over 14 years. Approximately 21% for men and 34% for women of the disability pension cases were attributable to ergonomic work environment exposures.     

The influence of individual and contextual work factors on workers' compliance with health and safety routines

This study investigated the relationships between workers’ compliance with health and safety (H&S) routines and instructions adopted in the company (dependent variable) and psychological demands, decision authority, social support, management support, unionization and H&S management system (independent variables). A cross-sectional questionnaire study was performed among 1051 workers and the managers of 102 small- and medium-sized motor vehicle repair garages. Multilevel modeling was performed to account for the hierarchical structure of the data. At the worker level, high compliance with H&S routines correlated significantly with both social support and H&S-related management support. At the garage level, mean management support and a well-developed H&S management system correlated significantly with high workers’ compliance. Changing both the individual and contextual factors in the work environment may thus increase workers’ participation in H&S activities.     

Effects of psychosocial and individual factors on physiological risk factors for upper extremity musculoskeletal disorders while typing

Psychosocial factors are hypothesized to contribute to work-related musculoskeletal disorder (WMSD) development, although previous research has been largely epidemiological or has focused primarily on the shoulders, back and neck. The objective of this study was to quantify the effects of mental workload and time pressure on perceived workload and physiological responses of the distal upper extremity. A total of 18 typists completed nine 5-min typing sessions representing three levels of time pressure and mental workload. Levels were manipulated by adjusting typing speed and by requiring participants to perform arithmetic tasks while typing. Outcomes were measured in muscle activation levels, wrist postures and movements, key strike force and subjective assessments of workload. In general, increased time pressure increased muscle activation, key strike force and wrist deviations; and increased mental workload increased key strike force. Mental workload and time pressure mediated physical risk factors during typing to increase WMSD risk for the distal upper extremity.     

Effects of psychosocial and individual factors on physiological risk factors for upper extremity musculoskeletal disorders while typing

Psychosocial factors are hypothesized to contribute to work-related musculoskeletal disorder (WMSD) development, although previous research has been largely epidemiological or has focused primarily on the shoulders, back and neck. The objective of this study was to quantify the effects of mental workload and time pressure on perceived workload and physiological responses of the distal upper extremity. A total of 18 typists completed nine 5-min typing sessions representing three levels of time pressure and mental workload. Levels were manipulated by adjusting typing speed and by requiring participants to perform arithmetic tasks while typing. Outcomes were measured in muscle activation levels, wrist postures and movements, key strike force and subjective assessments of workload. In general, increased time pressure increased muscle activation, key strike force and wrist deviations; and increased mental workload increased key strike force. Mental workload and time pressure mediated physical risk factors during typing to increase WMSD risk for the distal upper extremity.     

VDT work,oculomotor strain,and subjective complaints: an experimental and clinical study

Two studies, one experimental and one clinical, are presented. Study I examines the effect of three hours of continuous VDT work (text-editing) on a set of optometric and health-related variables in an experimental design with two matched groups, one experimental (n = 18) and one control group (n = 19). Doing the same keyboard activities for 3 h as the experimental group, the control group was looking out of a window instead of at the display while working (distance viewing). There were significant group differences in work related effects on the eyes' ciliary and extraocular muscles and on subjective symptoms, indicating that not only visual symptoms but also muscle pain in the head, neck, and upper back regions may result from near-point induced oculomotor strain. Study II shows the health effect of optical corrections on symptomatic VDT workers (n = 14). There is a significant pre-post reduction in symptoms, indicating that visual anomalies contribute to work-related symptoms. The results of both studies are discussed in a visual ecological perspective.     

Gender analysis of musculoskeletal disorders and emotional exhaustion: interactive effects from physical and psychosocial work exposures and engagement in domestic work

The objective of this study was to assess the relationships between physical and psychosocial work exposures, engagement in domestic work and work-home imbalance in relation to symptoms of musculoskeletal disorders and emotional exhaustion in white- and blue-collar men and women. Three thousand employees from 21 companies were asked to answer a questionnaire on family structure, household and child care tasks, work exposure, work-home imbalance and symptoms of neck/shoulder disorders, low back disorders and emotional exhaustion. Women reported more musculoskeletal disorders and engagement in domestic work. Adverse at-work exposures were highest in blue-collar women. High engagement in domestic work was not separately associated with symptoms but paid work exposure factors were associated. High engagement in domestic work interacted with adverse work exposure and increased risk estimates for low back disorders and emotional exhaustion. Reported work-home imbalance was associated with neck/shoulder disorders in women and with emotional exhaustion in both women and men. PRACTITIONER SUMMARY: The current article adds to earlier research by showing that high engagement in domestic work is not separately associated with increased symptoms, but interacts with psychosocial work exposure variables to produce emotional exhaustion in both women and men and low back disorders in women.