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題名:電話客服人員聽力損失之人因調查與分析
書刊名:工作與休閒學刊
作者:吳水丕張勝傑
作者(外文):Wu, Swei-piChang, Sheng-chieh
出版日期:2008
卷期:1:1
頁次:頁75-85
主題關鍵詞:聽力損失電話客服人員人因介入Hearing lossTelephone customer service workerErgonomic intervention
原始連結:連回原系統網址new window
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  • 點閱點閱:32
科技進步帶動產業迅速的發展,各類現代產業,為提昇顧客滿意度和企業形象,紛紛在海內外設立24小時的電話客服中心以期能快速為顧客提供服務。逐年增加的電話客服人員除了可能有一般辦公室作業的肌肉骨骼傷害之外,長時間的接聽電話為聽力所帶來的傷害亦不容忽視。因此,本研究將以人因的觀點來調查電話客服人員的聽力損失狀況和風險因子,以提供相關單位作為參考。利用個人基本、工作相關、個人習慣及非工作相關變項等四大構面為主,建立電話客服人員聽力不適症狀之問卷,以調查其聽力不適之分佈情形。共發放出286份問卷,回收問卷282份、有效問卷為280份,結果顯示電話客服人員與工作相關所造成頭部與耳部不適之情形有61.8%,其中耳部不適情形占58.9%。此外,亦發現影響電話客服人員聽力之風險因子主要為耳機麥克風類型、音量大小及辦公室噪音等。
Technology advancement has brought faster development for modern industry. They have installed many 24-hour telephone customer services domestically and internationally to provide timely assistance to their customers in order to increase their satisfaction and promote the image of business. However, the increasing workforce of telephone customer service needs to face the musculoskeletal injuries common to office workers as well as the problem of hearing loss resulting from receiving phone calls over an extended period of time. This study aims to investigate, from the perspectives of ergonomics, the condition of hearing loss among the telephone customer service workers and the associated risk factors, in order to provide useful information to relevant government and authorities for questionnaire with personal basis variables, work related variables, personal habit variables and non-work related variables according to the characteristics of telephone customer service workers. In this study, 286 questionnaires were distributed and 282 returned, with 280 rendered valid. The results show that 61.8% of telephone customer service workers sustained head and ear discomfort in association with jobs, among which for 58.9% the discomfort was with ear discomfort. The major risk factors with the telephone customer service workers include: the type of headphone, sound volume applied, and background noise in the office. The researcher believes the founding in this thesis will not only mitigate the injuries mentioned previously but also provide references for telephone customer service workers for the institutions concerned, which will substantially contribute to the alleviation of such injuries.
期刊論文
1.Park, M. Y.(2003)。Assessment of potential noise-induced hearing loss with commercial Karaoke noise。International Journal of Industrial Ergonomics,31,375-385。  new window
2.Rachiotis, G.、Alexopoulos, C.、Drivas, S.(2006)。Occupational exposure to noise, and hearing function among electro production workers。Auris Nasus Larynx,33,381-385。  new window
3.Taylor, W.、Melloya, B.、Dharwadaa, P.、Gramopadhyea, A.、Toler, J.(2004)。The effects of static multiple sources of noise on the visual search component of human inspection。International Journal of Industrial Ergonomics,34,195-207。  new window
學位論文
1.王貴卿(2000)。第一篇 電信接線作業人員聽力影響研究, 第二篇 電信接線作業人員配戴耳機不適症狀調查研究(碩士論文)。國立陽明大學。  延伸查詢new window
2.江美惠(2004)。台鐵動力車乘務員作業場所噪音暴露與聽力損失之探討(碩士論文)。中國文化大學。  延伸查詢new window
3.許家禎(2005)。基隆市公車司機的聽力損失盛行率與相關因子的探討(碩士論文)。國立陽明大學。  延伸查詢new window
4.陳尹柔(2004)。公車司機職業暴露與健康狀況調查研究(碩士論文)。臺灣大學。  延伸查詢new window
5.陳玟伶(2003)。牙科相關工作人員噪音暴露研究(碩士論文)。臺北醫學大學。  延伸查詢new window
圖書
1.Guyton, A. C.、Hall, J. e.(1994)。Human Physiology and Mechanisms of Disease。Philadelphia:W. B. Saunders。  new window
 
 
 
 
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