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http://dx.doi.org/10.15207/JKCS.2022.13.01.269

The Effect of Emotional Labor on Job Stress in Customer Counselors: The Moderating Effect of Grit and Social Support  

Lee, Soo-jin (Human & edu)
Han, Cheon-woo (Department of Education, Keimyung University)
Publication Information
Journal of the Korea Convergence Society / v.13, no.1, 2022 , pp. 269-282 More about this Journal
Abstract
The purpose of this study is not only to explore the effects of emotional labor on job stress but also to investigate the moderating effects of grit and social support between emotional labor and job stress. A survey was conducted for 804 call center counselors in Daegu, Daejeon and Suwon to figure out research questions, and the collected data were analyzed with SPSS 25.0. The results of the data analysis are as follows. First, emotional labor of customer counselors was found to have a positive effect on job stress. Second, in the relationship between emotional labor and job stress of customer counselors, grit showed different results according to sub-factors. The higher the Perseverance of Effort, the higher the job stress, and the higher the Consistency of Interest, the lower the job stress. Third, in the relationship between emotional labor and job stress of customer counselors, supervisor support of social support had a moderating effect, while peer support had no moderating effect. It shows that in order to prevent job stress of customer counselors, who have a high intensity of emotional labor, it is necessary to intervene to help them develop a positive perception of themselves through non-cognitive factors such as grit and the support provided by a trusted target. In addition, appropriate intervention methods and educational environment should be supported.
Keywords
Customer Counselor; Emotional Labor; Job Stress; Grit; Social Support;
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Times Cited By KSCI : 3  (Citation Analysis)
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