Time pressure, task complexity and variability: an analysis of smartphone maintenance activity stress sources
DOI:
https://doi.org/10.33448/rsd-v11i4.27255Keywords:
Ergonomic Analysis of Work; Time pressure; Complexity; Variability; Workload; Stress.Abstract
The increase of the smartphone commercialization in Brazil also resulted in an increase of the technical assistance companies. The maintenance activity operators of these devices are immersed in an innovative environment, in activities characterized by time pressure, complexity and variability. The literature does not evaluate these three sources of stress in a combined way, mainly from the perspective of Ergonomic Work Analysis (EWA). Furthermore, little is understood about the influence of the complexity of the work with the level of stress of these operators. In this context, the present research aims to analyze, in a combined way, the sources of stress of the maintenance activity on smartphones in the light of time pressure, complexity and variability of the task, using the EWA. Through the analysis of the work in the context of a Brazilian technical assistance company, it was possible to collect information, footage and collect important observations about the operators activity who carry out the smartphone's maintenance. In the face of all analysis, it can be said that the customer is a vector of time pressure. Operators deal daily with the complexity due to the cognitive load needed to perform the activity and the tasks variability, arising from constant innovations. These factores added to the nature of the smartphone maintenance activity itself potentiate the stress experienced by operators in carrying out these activities.
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