Browse > Article
http://dx.doi.org/10.5762/KAIS.2015.16.6.4086

The Relationships between Emotional Labour, Depressive Symptoms and Presenteeism among Counselors in Call Centers  

Baek, Jong-Tae (Department of Public Health, Graduate School of Chungnam National University)
Cho, Young-Chae (Department of Preventive Medicine and Public Health, Chungnam National University School of Medicine)
Publication Information
Journal of the Korea Academia-Industrial cooperation Society / v.16, no.6, 2015 , pp. 4086-4097 More about this Journal
Abstract
This study examined the level of an emotional labour, depressive symptoms, and presenteeism of counselors working in a call center depending on socio-demographic characteristics, health-related factors, and job-related factors. Especially, the main purpose of a survey was to investigate the relevance to an emotional labour, the level of depressive symptoms and presenteeism. The research subjects were 304 counselors working at two call centers in Daejeon, and the survey was conducted from April 1, 2014 to May 31, 2014, using a structured self-administered questionnaire. As a result, the emotional labour, depressive symptoms and presenteeism experienced by the research subjects had a deep relation to many variables like socio-demographic characteristics, health-related factors and job-related factors. Especially, presenteeism showed a meaningful positive correlation with depressive symptoms and emotional labour factors. According to the result of a hierarchical multiple regression analysis, the meaningful variables related to presenteeism were age, the amount of a physical burden, the level of depressive symptoms, the surface action of an emotional labour. Therefore, to lower down the counselors' presenteeism, the development and implement of a mental healthcare program to control not only depressive symptoms and the level of an emotional labour is urgently needed.
Keywords
Call center; Counselor; Presenteeism; Emotional labour; Depressive symptom;
Citations & Related Records
Times Cited By KSCI : 8  (Citation Analysis)
연도 인용수 순위
1 Korea Occupation Safety & Health Agency. The Third Korean Working Conditions Survey. The Occupational Safety and Health Research Institute, 2011.
2 Hemp P. Presenteeism: At work-but out of It. Harv Bus Rev, 10:49-58, 2004.
3 Johns G. Presenteeism in the workplace: A reviews and research agenda. J Organ Behav, 31:519-542, 2010. DOI: http://dx.doi.org/10.1002/job.630
4 Burton J. WHO Healthy Workplace Framework and Model: Background and Supporting Literature and Practices, 2009.
5 Tang K, Beaton DE, Gignac MA, Bombardier C. Measures of work disability and productivity. Arthritis Care Res, 63(s11):s337-s349, 2011. DOI: http://dx.doi.org/10.1002/acr.20633   DOI
6 Mattke S, Balakrishnan A, Bergamo G, Newberry SJ. A review of methods to measure health-related productivity loss. Am J Manage Care, 13(4):211-217, 2007.
7 Roy JR, Desmeules F, MacDermid JC. Psychometric properties of presenteeism scales for musculoskeletal disorders: a systematic review. J Rehabil Med, 43:23-31, 2011. DOI: http://dx.doi.org/10.2340/16501977-0643   DOI
8 Lee YM. The effect of stress on presenteeism in workers of factory at Seoul Kyonggi area. Graduate School of Hanyang University, Doctor's thesis, 2006.
9 Oh SW, Jung KT, Park JY. The Association of Health Risks with Absenteeism and Presenteeism. Korean J Occup Environ Med, 19(4):304-314, 2007.
10 Ryu IS, Jeong DS, Kim IA, Roh JH, Won JU. Association between Job Stress, Psychosocial Well-being and Presenteeism, Absenteeism: Focusing on Railroad Workers. Korean J Occup Environ Med, 24(3):263-273, 2012.
11 Lee YM, Jung MH. Presenteeism and Absenteeism According to Health Problems on Nurses. Journal of Korean Academy of Community Health Nursing, 19(3):459-468, 2008.
12 Kwon M, Kim SL. The Job Stress and Presenteeism of Occupational Health Nurses in Workplace in Korea. Korean Journal of Occupational Health Nursing, 19(2):159-169, 2010.
13 Gun MS, Choi YH, Park KH. Job Stress and Presenteeism of Clinical Nurses. Korean Journal of Occupational Health Nursing, 20(2):163-171, 2011. DOI: http://dx.doi.org/10.5807/kjohn.2011.20.2.163   DOI   ScienceOn
14 Lee BI. Development of a model for emotional labor worker's health. Graduate School Seoul National University, Doctor's thesis, 2006.
15 Bae YH, Lee JH, Yoo HJ, Kim DE, Lee BR, Kim YH, Ha HG. Associations between Work-Related Musculoskeletal Pain, Quality of Life and Presenteeism in Physical Therapists. J Korean Soc Occup Environ Hyg, 22(1):61-72, 2012.
16 Jung MH, Jung HS, Lee BI. Effect of Workplace Health Manager's Role Performance on Presenteeism in the Workers. Korean J Occup Health Nurs, 22(2): 171-178, 2013. DOI: http://dx.doi.org/10.5807/kjohn.2013.22.2.171   DOI
17 Ministry of Employment and Labor. The evaluation of work-relatedness and care plan for mental illness. Yonsei University, Industry- Academic Cooperation Foundation, 2013.
18 Hochschild AR. The managed heart: commercialization of human feeling. Berkeley, CA: University of California Press, 1983.
19 Ashforth BE, Humphrey RH. Emotional labor in service roles: the influence of identity. Acad Manage Rev, 18(1):88-115, 1993. DOI: http://dx.doi.org/10.2307/258824   DOI
20 Tennant C. Work-related stress and depressive disorders. J Psychosom Res, 51:697-704, 2001. DOI: http://dx.doi.org/10.1016/S0022-3999(01)00255-0   DOI
21 Lerner DL, Adler DA, Chang H, Berndt ER, Irish JT, Lapitsky L et al. The clinical and occupational correlates of work productivity loss among employed patients whit depression. J Occup Environ Med, 46:S46-S55, 2004. DOI: http://dx.doi.org/10.1097/01.jom.0000126684.82825.0a   DOI
22 Hakanen JJ, Schaufeli WB. Do burnout and work engagement predict depressive symptoms and life satisfaction? a three-wave seven-year prospective study. J Affect Disord, 141:415-424, 2012. DOI: http://dx.doi.org/10.1016/j.jad.2012.02.043   DOI
23 Lee BI, Jung HS, Kim SL, Rhee KY. Factors Influencing Depression with Emotional Labor among Workers in the Service Industry. The J. of Korean Community Nursing, 15(4):566-576, 2004.
24 Kim SY, Chang SJ, Kim HR, Roh JH. A Study on the Relationship between Emotional Labor and Depressive Symptoms among Korean Industrial Service Employees. Korean J Occup Environ Med, 14(3):227-235, 2002.
25 Erickson RJ, Ritter C. Emotional labour, burnout, and inauthenticity: does gender matter? Soc Psychol Q, 64(2):146-163, 2001. DOI: http://dx.doi.org/10.2307/3090130   DOI
26 Brotheridge CM, Grandey AA. Emotional labor and burnout: comparing two perspectives of "People Work". J Vocat Behav, 60:17-39, 2002. DOI: http://dx.doi.org/10.1006/jvbe.2001.1815   DOI
27 Lee NH, Kim JU. The Influences of Emotional Labor and Emotional Intelligence on Call Center Tele-Communicators' Job Burnout. The Journal of Vocational Education Research, 33(2):103-120, 2014.
28 Demerouti E, Le Blanc PM, Bakker AB, Schaufeli WB, Hox J. Present but sick: a three-wave study on job demands, presenteeism and burnout. Career Dev Int, 14(1):50-68, 2009. DOI: http://dx.doi.org/10.1108/13620430910933574   DOI
29 WHO western pacific region. The Asia-Pacific perspective: redefining obesity and its treatment. Health Communications Australia Pty Ltd. Sydney, pp 17-18, 2000.
30 Brotheridge CM, Lee RT. Development and validation of the emotional labour scale. J Occup Organ Psychol, 76:365-379, 2003. DOI: http://dx.doi.org/10.1348/096317903769647229   DOI
31 Chon KK, Choi SC, Yang BC. Integrated Adaptation of CES-D in Korea. Korean Journal of Health Psychology, 6(1):59-76, 2001.
32 Kim HJ. A Study on Resilience and Emotional Labor of Agents in Call Center. Graduate of Kwangju Women's University, Master's thesis, 2012.
33 Turpin RS, Ozminkowski RJ, Sharda CE, Collins JJ, Berger ML, Billotti GM et al. Reliability and validity of the stanford presenteeism scale. J Occup Environ Med, 46(11):1123-1133, 2004. DOI: http://dx.doi.org/10.1097/01.jom.0000144999.35675.a0   DOI
34 Kim KO, Cho YC. The Relationships between Emotional Labour and Depressive Symptoms Among Nurses in University Hospitals. Journal of the Korea Academia- Industrial Cooperation Society, 14(8):3794-3803, 2013. DOI: http://dx.doi.org/10.5762/KAIS.2013.14.8.3794   DOI   ScienceOn
35 Kwon MK, Yoon SY. A Study on the Influence of Emotional Labor and Social Support on Airline Call Center Agent Burnout. The Journal of Korea Navigation Institute, 15(5):808-822, 2011.
36 Lee JW. The Relationship between Work-related risk factors and Depressive symptoms in Call center workers: Difference by tenure. Graduate School of Catholic University, Master's thesis, 2013.
37 Yoon SL, Kim JH. Job-related stress, emotional labor, and depressive symptoms among korean nurses. J Nurs Scholarsh, 45(2):169-176, 2013. DOI: http://dx.doi.org/10.1111/jnu.12018   DOI   ScienceOn
38 Lee KS, Lee DB, Kwon IS, Cho YC. Depressive Symptoms and Their Association with Sleep Quality, Occupational Stress and Fatigue Among Small-Scaled Manufacturing Male Workers. Korean J Occup Environ Med, 23(2):99-111, 2011.
39 Lee YM. The relationship of stress, health problems, absenteeism, productivity and presenteeism in Korean and Japanese workers. J Korean Soc Occup Environ Hyg, 19(3):202-212, 2009.
40 Yamashita M, Arakida M. Reliability and validity of the japanese version of the stanford presenteeism scale in female employees at 2 japanese enterprises. J Occup Health, 50:66-69, 2008. DOI: http://dx.doi.org/10.1539/joh.50.66   DOI
41 Jung MH, Lee YM, Arakida M. Stress and Presenteeism in Workers of Small and Medium Enterprises. Korean J Occup Environ Med, 19(1):47-55, 2007.
42 Kim W, Hwang TY. Ham BJ, Lee JS, Choi BH, Kim SJ et al. The Impact of Major Depressive Disorder on Productivity in Workers: A Preliminary Study Using WHO-HPQ(Health and Work Performance Questionnaire). J Korean Neurpsychiatr Assoc, 46(6):587-595, 2007.