Browse > Article
http://dx.doi.org/10.5934/KJHE.2012.21.2.257

The Effects of Emotional Labor on Job Burnout, Organizational Citizenship Behavior and Work-Family Conflict Among Call Center Employees  

Bok, Mi-Jung (Dept. Call Marketing, Kwangju Women's University)
Publication Information
Korean Journal of Human Ecology / v.21, no.2, 2012 , pp. 257-267 More about this Journal
Abstract
The purpose of this study was to observe work-related emotional consequences in call center employees. The data were collected from 434 employees in 3 call centers by way of a self-administered questionnaire. Frequencies, Cronbach's alpha, T-test, one-way ANOVA, Pearson's correlation analysis, and multiple regression analyses were conducted by SPSS Win 18.0. The results of this study were as follows: first, job burnout proved to be significant, and demonstrated a positively correlation to surface acting and negatively correlation to deep acting. Second, altruism proved to be significant and demonstrated a positive correlation to deep acting, while also demonstrating a negatively correlation to both sex and surface acting. Third, conscientiousness proved to be significant and demonstrated a positive correlation to both age and deep acting, as well as a negatively correlation to surface acting. Finally, work-family conflict proved to be significant and demonstrated a positive correlation to both sex and workload in terms of hours per day.
Keywords
Emotional labor; job burnout; organizational citizenship behavior(altruism, conscientiousness); work-family conflict;
Citations & Related Records
연도 인용수 순위
  • Reference
1 Kong, H. W., & Chun, B. J. (2011). Effects of emotional dissonance on organizational citizenship behavior: focusing on the mediating effects of organizational based self esteem and job related stress. Journal of the Korean Data Analysis Society, 13(1), 477-490.
2 Park, J. W. (2006). Emotional Labor. LG Business Insight, 916, 23.
3 Yun, S. N., & Lee, S. R. (2007). The relationship between emotional labor and burnout in airline call center. Journal of Tourism Management Sciences, 11(1), 99-117.
4 Choi, H. S., Lim, H. C., & Jeong, M. G. (2008), The determinants of employees emotional labor in call centers. Journal of Corporation Management, 15(2), 53-68.
5 Choi, K. J., & Yeo, K. J. (2009). The effect factor and performance process of emotional labor. Journal of Tourism, 23(4), 199-218.
6 Chung, D. S. (2009). An impact of emotional labour on the job satisfaction and turnover intention. Journal of the Korean Data Analysis Society, 11(6), 3221-3234.
7 Hochschild, A. R. (1979). Emotion work, Feeling Rules, and Social Structure, American Journal of Sociology, 85, 551-575.   DOI   ScienceOn
8 Hochschild, A. R. (1983). The managed heart: Commercialization of Human Feeling, Berkerley, CA: University of California Press.
9 Jeong, M. G., Lim, H. C., & Choi, H. S. (2008). Study of consequences of employees emotional labor in call center. Journal of the Korea Service Management Society, 9(2), 319-345.   DOI
10 Kang, J. H. (2005). A study on the relationship between emotional labor and psychological well-being in the tourism industry. Journal of Tourism Management Sciences, 9(3), 1-21.
11 Bok, M. J. (2010). Effects of socio-economic variables and job stress on the employees emotional labor in call centers, Journal of Kwangju Women University, 13, 615-626.
12 Kang, J. H., & Kim, M. J. (2008). A study on the difference of emotional labor and its consequence according to the interaction styles with custer: focused on the relationship between emotional labor and psychological well-being. Journal of Hospitality Administration, 17(1), 157-174.
13 Kim, M. J. (2006). A comparative study of the consequences of emotional labor between korea and u.s.a.: focused on the relationship between the hotel employees emotional labor and their job stress. Journal of Hospitality Administration, 15(1), 35-57.
14 Kim, S. P., & Lee, D. R. (2008). The effects of emotional labor and job context on service employees psychological well-being. Journal of Human Resources Management, 15(2), 79-102.