Working conditions and sustainable work

A su servicio: Condiciones laborales de los trabajadores de servicios interactivos

Policy brief
Publicado
15 Julio 2020
pdf
Formats and languages

Conclusiones principales

  • Overall, 41% of EU employees work in direct contact with clients, customers, users, patients or other service recipients. One-fifth of these are health workers on the frontline of the COVID-19 pandemic.
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  • Overall, 41% of EU employees work in direct contact with clients, customers, users, patients or other service recipients. One-fifth of these are health workers on the frontline of the COVID-19 pandemic.
  • Interactive service work is female-dominated: 61% are women. The subgroup of frontline health workers is even more gender-imbalanced, comprising 85% women.
  • Compared to other workers, interactive service workers (ISWs) have more challenges with respect to working time – atypical hours, inflexible time arrangements and longer hours. They also have higher work intensity – meaning, for instance, that they have tight deadlines and their pace of work is more often determined by the demands of clients and customers. Their social environment is poorer, too, attributable in part to their contact with clients and customers, which exposes them to more adverse social behaviour.
  • The data show that 22% of all ISWs and 32% of frontline health ISWs are exposed to high emotional demands – such as having to hide their feelings – compared to 14% of EU employees overall.
  • Job resources mitigate the negative consequences of emotional labour. High-quality management, for instance, is associated with better well-being.
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Resumen

Alrededor de las tres cuartas partes de la población económicamente activa de la UE trabaja por cuenta ajena en el sector de los servicios, y una proporción considerable de los trabajadores de servicios interactúan directamente con los destinatarios de los servicios que prestan, como clientes, paRead more

Alrededor de las tres cuartas partes de la población económicamente activa de la UE trabaja por cuenta ajena en el sector de los servicios, y una proporción considerable de los trabajadores de servicios interactúan directamente con los destinatarios de los servicios que prestan, como clientes, pacientes, alumnos, etc. Este trabajo puede ser muy exigente, ya que suele imponer exigencias emocionales a estos trabajadores y puede repercutir en su bienestar.
En este resumen de políticas se analizan las condiciones laborales de las personas empleadas en el trabajo de servicios interactivos y se estudia la calidad de sus puestos de trabajo, comparándola con la del empleado medio. Se examinan las múltiples exigencias emocionales que se imponen a estos trabajadores, evaluando hasta qué punto los recursos profesionales específicos (como el apoyo social o la calidad de la gestión) pueden ayudar a prevenir los efectos negativos de tales exigencias. A la luz de la pandemia de COVID-19, se presta especial atención al subgrupo de trabajadores del sector sanitario.

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Formats and languages

  • Informe

    Número de páginas: 
    28
    Número de referencia: 
    EF20016
    ISBN: 
    978-92-897-2094-6
    Catálogo nº.: 
    TJ-AR-20-004-ES-N
    DOI: 
    10.2806/556124
    Catalogue info

    A su servicio: Condiciones laborales de los trabajadores de servicios interactivos

    Formatos

    Citar esta publicación: 

    Eurofound (2020), At your service: Working conditions of interactive service workers, European Working Conditions Survey 2015 series, Publications Office of the European Union, Luxembourg.

  • Tables and graphs

    Tables

    • Table 1: Main occupations of ISWs, EU27 and the UK, 2015
    • Table 2: Occupational breakdown of ISWs by gender, EU27 and the UK, 2015
    • Table 3: Working life outcomes by type of employee, EU27 and the UK, 2015

    Graphs

    • Figure 1: Occupational classification of ISWs and non-ISWs (%), EU27 and the UK, 2015
    • Figure 2: Distribution of ISWs by income quintiles (%), EU27 and the UK, 2015
    • Figure 3: Job quality of ISWs and non-ISWs compared across seven dimensions
    • Figure 4: Job quality of off-site and on-site ISWs compared across seven dimensions
    • Figure 5: Job quality profiles of male and female ISWs compared across seven dimensions
    • Figure 6: Emotional demands on ISWs and extent of those demands (%), EU27 and the UK, 2015
    • Figure 7: Experience of high emotional demands (%), by type of employee, EU27 and the UK, 2015
    • Figure 8: Prevalence of emotional demands in the most exposed occupations (%), EU27 and the UK, 2015
    • Figure 9: Effect of work on health (%), by ISW category, EU and the UK, 2015
    • Figure 10: Impact of social support on health outcomes of ISWs with high emotional demands (%), EU27 and the UK, 2015
    • Figure 11: Impact of autonomy on health outcomes of ISWs with high emotional demands (%), EU27 and UK
    • Figure 12: Impact of management quality on health outcomes of ISWs with high emotional demands (%), EU27 and the UK

Las investigaciones realizadas antes de que el Reino Unido abandone la Unión Europea el 31 de enero de 2020 y publicadas posteriormente pueden incluir datos sobre los 28 Estados miembros de la UE. Después de esta fecha, las investigaciones solo tienen en cuenta a los 27 Estados miembros de la UE (EU-28 menos el Reino Unido), a menos que se especifique lo contrario.

El presente informe presenta los resultados de las investigaciones realizadas antes de que se manifestase el brote de COVID-19 en Europa, en febrero de 2020. Por esta razón, los resultados no tienen en cuenta la epidemia.

Part of the series

  • European Working Conditions Survey 2015

    Eurofound’s European Working Conditions Survey (EWCS) paints a wide-ranging picture of Europe at work across countries, occupations, sectors and age groups. This series consists of findings from the EWCS 2015, the sixth edition of the survey. The survey was first carried out in 1990.

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