20.500.12556/RUL-162257 Stres in izgorelost na delovnem mestu: primerjava poklicev – telefonska prodaja/podpora strankam v zavarovalnici x in prodajalcev v trgovini y diplomsko delo Workplace stress and burnout: comparison of professions, i.e. telemarketing/telephone customer support in insurance company x and store setailing in store y Stres je pojav, ki je v naših življenjih prisoten na vseh področjih, tako v zasebnem kot tudi in predvsem v poklicnem življenju. Če se z njim ne spopademo pravilno, lahko preraste v izgorelost. Ker ljudje na delovnem mestu preživimo veliko časa, stres, ki ga tam doživljamo, močno vpliva na naša življenja. Telefonska prodaja/podpora strankam v zavarovalnici in prodaja v trgovini sta specifična poklica, ki imata svoje dejavnike za razvoj stresa. Delo s strankami tako z osebnim stikom kot tudi in predvsem po telefonu povzroča simptome, kot sta čustvena izčrpanost zaradi težavnih strank na eni in fizična izčrpanost zaradi napornega fizičnega dela. To diplomsko delo predstavlja raziskavo, izvedeno z anketo. V diplomskem delu želim primerjati glavne vire stresa in izgorelosti za dve izbrani poklicni skupini ter hkrati ugotoviti, ali obstajajo isti viri stresa za oba poklica ali se ti popolnoma razlikujejo Stress occurs in all areas of life, both in private and especially professional lives. If we do not handle it appropriately, it may develop into burnout. Since people spend considrable time in the workplace, the stress that we experience there has a great impact on our lives. Telephone customer support in an insurance company and store retailing are both specific professions with their own stress factors. Working with customers both in person and especially by phone causes symptoms such as emotional exhaustion due to demanding customers on the one side and physical exhaustion due to strenuous physical work on the other. This paper presents research based on a survey. In the paper, I aimed at comparing the main sources of stress and burnout for two selected occupational groups, determining whether sources of stress are the same for these two professions or whether they are different. stres izgorelost telefonska prodaja/podpora strankam zavarovalnica prodaja v trgovini stress burnout telemarketing/telephone customer support insurance company store retailing true true false Ž. Forte Slovenski jezik Angleški jezik Diplomsko delo/naloga 2024-09-20 08:30:37 2024-09-20 08:30:40 2024-10-22 14:27:05 0000-00-00 00:00:00 2024 0 Ljubljana 0 Ljubljana 1 spletni vir (1 datoteka PDF (56 str.)) 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 331.442(043.2) 167249 212526851 14607.pdf 14607.pdf 1 867FE59EFD5A2D9471F57A8EF43FC1F9 ba145cfc613866815881c0c51ff1fc6bac9f3ac85c34eda2327bf2e229544461 be909588-7719-11ef-b232-0050569b8976 https://repozitorij.uni-lj.si/Dokument.php?lang=slv&id=191458 Fakulteta za družbene vede 0 0 0