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Please use this identifier to cite or link to this item: http://hdl.handle.net/2451/14569

Title: COMPUTER MEDIATED WORK: THE INTERPLAY BETWEEN TECHNOLOGY AND STRUCTURED JOBS - CLAIMS REPRESENTATIVES IN THE SOCIAL SECURITY ADMINISTRATION
Authors: Turner, Jon A.
Issue Date: Aug-1984
Publisher: Stern School of Business, New York University
Series/Report no.: IS-84-70
Abstract: If general principles for the design of computer mediated work are to emerge, the interplay between the work environment and the characteristics of application systems must be understood better. The results of a study of 620 Claims Representatives in the Social Security Administration, whose job differed only in the form of the application system interface used, are reported. Interactions with clients, operators’ perceived task environment and well being are all seen to be influenced by the type of system interface used. Mental strain symptoms is shown to be an important indicator of operator well being. Implications for designers, managers and researchers are considered.
URI: http://hdl.handle.net/2451/14569
Appears in Collections:IOMS: Information Systems Working Papers

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