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http://dx.doi.org/10.9708/jksci.2016.21.4.097

The Effect of Emotional Labor on Stress Coping Style and Psychological Burnout among Call Center Employees  

Bok, Mi-Jung (Dept. of Service Management, Kwangju Women's University)
Publication Information
Journal of the Korea Society of Computer and Information / v.21, no.4, 2016 , pp. 97-106 More about this Journal
Abstract
The aim of this study is to measure the degrees of emotional labor and to empirically analyze how emotional labor affects individual's stress coping style and psychological burnout. The results were as follows. First, the call center employees were actually experiencing emotional labor and it was shown that the deep acting was higher than the surface acting. Second, the degree of experiencing stress coping style and psychological burnout appeared differently depending on the socio-economic variables of the employee. Third, despite the differences in the direction, there is a correlation between emotional labor, stress coping style, and psychological burnout. Fourth, the characteristics of the employees and emotional labor clearly affected stress coping style and psychological burnout. Therefore, companies will have to provide various psychological treatments and training programs for call center employees, and a change in social awareness, where people take the service industry workers' kindness for granted, is required as well.
Keywords
Emotional Labor; Stress Coping Style; Psychological Burnout;
Citations & Related Records
Times Cited By KSCI : 3  (Citation Analysis)
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