Volume 19, No. 5, 2022
Síndrome De Burnout: Agotamiento Emocional Y Nivel De Despersonalización En Los Colaboradores De Empresas De Consumo Masivo Del Sector Privado
John Arturo Buelvas Parra , William Niebles Nuñez , Claudia Rojas
Abstract
The intention of the recent article is to describe the level of emotional exhaustion and the level of depersonalization in employees of mass consumption companies in the private sector. Documented in authors such as: Freudenberger (1974) cited by Vera (2005), Maslach and Jackson (1981) cited by Gil-Monte (2005), Grajales (2007), Robbins (2004), among others. The inquiry consisted of a positivist-quantitative, descriptive orientation, with a field design, not experimental-transectional. The population was made up of 4 Mass Consumption organizations from the Private sector such as Arroz Diana, Alpina, Maggi and Fruco with 67 informant units. As data collection skills, observation was used through a survey with an instrument to measure emotional exhaustion and the level of depersonalization. A questionnaire with 14 items (8 items for the level of exhaustion and 6 items for the level of depersonalization) was constructed, which was validated by 4 experts. Reliability was established using Alpha Cronbach, achieving a percentage of rtt=0.87; reflected a Very high confidence. The exploration of the leads was processed under descriptive statistics and measures of central tendency (mean or arithmetic mean). It was concluded that there are moderately high levels of dissatisfaction represented by situations where employees do not feel comfortable, as well as by tasks that cause boredom due to routine, due to the non-rotation of activities and negative attitudes towards other employees are revealed and towards other customers. The development of a motivational, recreational plan is recommended, to comply with the legislation on the one hand and, on the other, to improve the perceptions of employees, as well as the creation of an employee attention unit, accompanied by career design. in order to train personnel for the occupation of other positions.
Pages: 685-706
Keywords: Syndrome, Emotional exhaustion, depersonalization, Consumption