基于脑电图的职业压力测量:电信公司客户服务座席个案研究

2017 6th International Conference on Industrial Technology and Management (ICITM) Pub Date : 2017-03-01 DOI:10.1109/ICITM.2017.7917896

Sayidul Fikri, Putri I Kusumawardhani, Ellin Devihana Pratiwi, A. Adyatama

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引用次数: 0

摘要

为了提高客户服务质量，需要对企业客户服务座席进行职业压力测量。本文采用脑电图测量Beta波段，计算相对功率比来确定职业压力水平。这项研究的结果表明，在轮班结束时，与轮班开始时相比，压力水平有所上升。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Occupational stress measurement using Electroenchepalogram: Corporate qecustomer care agent in telecommunication company case study

Occupational stress measurement of corporate customer care agent is needed to be done to increase the service quality that is being delivered to the customer. In this paper, researcher used Electroenchepalogram to measure Beta band and then calculated Relative Power Ratio to find the level of occupational stress. The result of this research states that there is an upturn of stress level in the end of the shift compared to the beginning of the shift.

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2017 6th International Conference on Industrial Technology and Management (ICITM)

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