Workload, Leadership, and Job Control as Critical Determinants of Psychosocial Risk in Organizations with High User Interaction

Abstract

The objective of this study was to analyze workload, leadership, and job control as critical axes of psychosocial risk in organizations with high user interaction. A quantitative, descriptive-analytical, cross-sectional study was conducted with a sample of 78 service-sector workers who completed a standardized psychosocial risk assessment instrument. Descriptive, correlational, and multiple regression analyses were performed to determine the independent contribution of each axis to global risk. Results showed that 48.7 percent of participants were classified at high or very high psychosocial risk levels. Workload demonstrated the strongest association and the highest explanatory weight in the multivariate model, whereas job control showed a significant protective effect and leadership a negative association of lower magnitude. The findings indicate that psychosocial risk is primarily explained by the intensity of work demands, moderated by autonomy and leadership quality, highlighting the need for interventions aimed at balancing organizational demands and resources.