Agnese Žizņevska, Liga Kamola

Proceedings of the 27th World Multi-Conference on Systemics, Cybernetics and Informatics: WMSCI 2023, pp. 278-285 (2023); https://doi.org/10.54808/WMSCI2023.01.278

Agnese Žizņevska
Faculty of Engineering Economics and Management, Riga Technical University, Riga, Latvia

Liga Kamola
Faculty of Engineering Economics and Management, Riga Technical University, Riga, Latvia

Cite this paper as:
Žizņevska, A., Kamola, L. (2023). The Framework of Employee Stress Prevention: A Case of Service Companies. In N. Callaos, E. Gaile-Sarkane, S. Hashimoto, N. Lace, B. Sánchez, M. Savoie (Eds.), Proceedings of the 27th World Multi-Conference on Systemics, Cybernetics and Informatics: WMSCI 2023, pp. 278-285. International Institute of Informatics and Cybernetics. https://doi.org/10.54808/WMSCI2023.01.278

At present, increasingly more employees are subjected to stresses, which occur both at workplace and beyond it. Being subjected to continuous stress, with time, employees may face different health problems, their work efficiency deteriorates, as well as their satisfaction with work, often resulting in termination of employment. In cases when work is emotionally strenuous, for example, when having difficult customers, it can cause a high level of stress and employees are subjected to burnout. Service providers are in continuous interaction with customers, the company’s profit and reputation depend on the concluded transactions, and, therefore, frequent emotional meetings may provoke anxiety that leads to stress.
The goal of this work is to identify stress-provoking factors and offer a model (approach) for their prevention at service companies. Methods used in the work are analysis of statistics and references, qualitative content analysis, as well as interviews and questionnaire survey. Based on studies of theoretical sources and empirical research, the authors have developed a stress prevention model for managers of service companies.