{"id":68371,"date":"2022-09-05T14:02:50","date_gmt":"2022-09-05T12:02:50","guid":{"rendered":"https:\/\/reviews.tn\/news\/la-maltraitance-au-travail-predit-les-achats-impulsifs-et-la-surutilisation-du-telephone-portable-selon-une-etude\/"},"modified":"2022-09-05T14:14:38","modified_gmt":"2022-09-05T12:14:38","slug":"la-maltraitance-au-travail-predit-les-achats-impulsifs-et-la-surutilisation-du-telephone-portable-selon-une-etude","status":"publish","type":"post","link":"https:\/\/reviews.tn\/news\/la-maltraitance-au-travail-predit-les-achats-impulsifs-et-la-surutilisation-du-telephone-portable-selon-une-etude\/","title":{"rendered":"La maltraitance au travail pr\u00e9dit les achats impulsifs et la surutilisation du t\u00e9l\u00e9phone portable, selon une \u00e9tude"},"content":{"rendered":"

\ud83d\udcf1 2022-09-05 14:02:50 – Paris\/France. <\/strong>
\n<\/p>\n

Le fait de traiter avec des clients difficiles peut-il r\u00e9ellement provoquer des comportements autodestructeurs chez les employ\u00e9s apr\u00e8s les heures de travail\u00a0? Une \u00e9tude publi\u00e9e dans Psychologie appliqu\u00e9e <\/em>sugg\u00e8re que les travailleurs des services qui sont maltrait\u00e9s par les clients peuvent adopter des comportements tels que l’achat impulsif et la surutilisation du t\u00e9l\u00e9phone.<\/p>\n

\u00catre mal trait\u00e9 par les clients est quelque chose que beaucoup de gens qui travaillent dans le secteur des services connaissent tr\u00e8s bien. Il a \u00e9t\u00e9 d\u00e9montr\u00e9 que la maltraitance des clients est li\u00e9e \u00e0 de moins bonnes performances au travail, \u00e0 des niveaux plus \u00e9lev\u00e9s de retrait et \u00e0 des comportements d\u00e9viants accrus pour les employ\u00e9s. Malgr\u00e9 cela, la fa\u00e7on dont ces interactions affectent les comportements des employ\u00e9s apr\u00e8s les heures de travail n’a pas fait l’objet de nombreuses recherches.<\/p>\n

Pour leur nouvelle \u00e9tude, Hui Zhang et ses coll\u00e8gues ont utilis\u00e9 57 employ\u00e9s d’un centre d’appels en Chine qui ont fourni une aide fiscale par t\u00e9l\u00e9phone. Les participants ont r\u00e9pondu \u00e0 des sondages en ligne deux fois par jour. Leur enqu\u00eate de l’apr\u00e8s-midi mesurait les mauvais traitements inflig\u00e9s aux clients, l’alt\u00e9ration de la capacit\u00e9 de ma\u00eetrise de soi, la relaxation et l’apprentissage au travail, tandis que leur enqu\u00eate quotidienne du matin mesurait les achats impulsifs, les comportements de suralimentation et la surutilisation du t\u00e9l\u00e9phone portable. Sondage du matin interrog\u00e9 sur le comportement de la nuit pr\u00e9c\u00e9dente.<\/p>\n

Les chercheurs ont d\u00e9couvert que les employ\u00e9s maltrait\u00e9s par les clients avaient des niveaux inf\u00e9rieurs de capacit\u00e9 de ma\u00eetrise de soi \u00e0 la fin de la journ\u00e9e. Cette capacit\u00e9 r\u00e9duite a entra\u00een\u00e9 une augmentation des achats impulsifs et de la surutilisation des t\u00e9l\u00e9phones portables. Cette relation n’a pas \u00e9t\u00e9 d\u00e9montr\u00e9e pour les comportements de suralimentation.<\/p>\n

Les employ\u00e9s qui ont pris le temps de se d\u00e9tendre n’ont pas montr\u00e9 la m\u00eame relation \u00e9troite entre la maltraitance des clients et les troubles de la ma\u00eetrise de soi que les employ\u00e9s qui \u00e9taient peu d\u00e9tendus, ce qui sugg\u00e8re que la relaxation a le potentiel d’att\u00e9nuer les effets n\u00e9gatifs.<\/p>\n

Cette \u00e9tude a franchi des \u00e9tapes importantes pour mieux comprendre la relation entre le fait d’\u00eatre maltrait\u00e9 par les clients et la participation \u00e0 des comportements inadapt\u00e9s. Malgr\u00e9 cela, il y a quelques limites \u00e0 noter. L’une de ces limites est que seules les personnes travaillant dans un centre d’appels en Chine ont \u00e9t\u00e9 interrog\u00e9es. Les recherches futures devraient inclure un \u00e9chantillon plus diversifi\u00e9 avec des personnes de diff\u00e9rents pays et travaillant dans diff\u00e9rents emplois de services. De plus, cette \u00e9tude s’est appuy\u00e9e sur l’auto-d\u00e9claration d’un comportement inadapt\u00e9, qui peut \u00eatre vuln\u00e9rable aux biais.<\/p>\n

\u00ab\u00a0L’\u00e9tude actuelle r\u00e9v\u00e8le que l’exp\u00e9rience quotidienne de la maltraitance des clients au travail pr\u00e9dit positivement l’achat impulsif et la surutilisation du t\u00e9l\u00e9phone portable apr\u00e8s le travail en raison d’une alt\u00e9ration de la capacit\u00e9 de ma\u00eetrise de soi\u00a0\u00bb, ont conclu les chercheurs.<\/p>\n

\u00ab\u00a0De plus, l’effet positif de l’exp\u00e9rience quotidienne de la maltraitance des clients sur l’alt\u00e9ration de la capacit\u00e9 de ma\u00eetrise de soi est att\u00e9nu\u00e9 en prenant un peu de temps pour se d\u00e9tendre au travail. Ces r\u00e9sultats \u00e9largissent notre compr\u00e9hension de la fa\u00e7on dont l’exp\u00e9rience quotidienne de la maltraitance des clients affecte les comportements inadapt\u00e9s des employ\u00e9s apr\u00e8s le travail \u00e0 travers le processus d’alt\u00e9ration de l’autor\u00e9gulation au-del\u00e0 du processus affectif et \u00e9clairent la fa\u00e7on dont les activit\u00e9s de r\u00e9cup\u00e9ration (relaxation au travail) peuvent aider les employ\u00e9s \u00e0 mieux faire face \u00e0 la maltraitance des clients. vivre.\u00a0\u00bb<\/p>\n

L’\u00e9tude, \u00ab Trop \u00e9puis\u00e9 pour se contr\u00f4ler ? Effet de la maltraitance des clients sur les comportements inadapt\u00e9s apr\u00e8s le travail par une alt\u00e9ration de la capacit\u00e9 de ma\u00eetrise de soi \u00bb, a \u00e9t\u00e9 r\u00e9dig\u00e9 par Hui Zhang, Zhiqing E. Zhou, Yanjun Liu, Yanwei Shi et Jian Xiao.<\/p>\n

SOURCE : Reviews News<\/a><\/em> <\/p>\n

N\u2019h\u00e9sitez pas \u00e0 partager notre article sur les r\u00e9seaux sociaux afin de nous donner un solide coup de pouce. \ud83e\udd1f<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

\ud83d\udcf1 2022-09-05 14:02:50 – Paris\/France. Le fait de traiter avec des clients difficiles peut-il r\u00e9ellement provoquer des comportements autodestructeurs chez les employ\u00e9s apr\u00e8s les heures de travail\u00a0? Une \u00e9tude publi\u00e9e dans Psychologie appliqu\u00e9e sugg\u00e8re que les travailleurs des services qui sont maltrait\u00e9s par les clients peuvent adopter des comportements tels que l’achat impulsif et la […]<\/p>\n","protected":false},"author":8,"featured_media":68372,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_yoast_wpseo_focuskw":"","_yoast_wpseo_focuskw_text_input":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[32],"tags":[44,36,38],"class_list":["post-68371","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-mobile","tag-actus-mobile","tag-mobile","tag-trending"],"yoast_head":"\nLa maltraitance au travail pr\u00e9dit les achats impulsifs et la surutilisation du t\u00e9l\u00e9phone portable, selon une \u00e9tude - Reviews News - Actualit\u00e9 High-tech, hardware, consoles, jeux vid\u00e9o et divertissement<\/title>\n<meta name=\"description\" content=\"\ud83d\udcf1 2022-09-05 14:02:50 - Paris\/France. 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