Services on Demand
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Revista de Administração Contemporânea
On-line version ISSN 1982-7849
FERREIRA, Mário César and FREIRE, Odaléa Novais. Carga de trabalho e rotatividade na função de frentista. Rev. adm. contemp. [online]. 2001, vol.5, n.2, pp.175-200. ISSN 1982-7849. http://dx.doi.org/10.1590/S1415-65552001000200009.
The article approaches the interrelation between work load and systematic turnover in a social-technical scenario of a gas station public customer service. The Francophonic focus on the study of this theme articulates three complementary analytical dimensions: public attendance service; discrepancy between prescribed task - real work; and the physical, cognitive and psychic compounds of the work load. The results suggest a preliminary understanding of turnover, which contrasts to the institutional argument of the worker's non adaptability, emphasizes the multifunctional role of the employee and the cognitive overload required to the execution of the function.
Keywords : ergonomics; public customer service; work load; turnover.