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http://dx.doi.org/10.5762/KAIS.2018.19.10.290

The Mediating Effects of Self-Efficacy and Organizational Commitment in the Relationship between Emotional Labor, Occupational Stress and Depression in a Call Center Counselor  

Baek, Jong-Tae (Division of Nursing, Doowon Technical University College)
Lee, Hu-Yeon (Myeongseok High School)
Publication Information
Journal of the Korea Academia-Industrial cooperation Society / v.19, no.10, 2018 , pp. 290-299 More about this Journal
Abstract
This study was conducted to clarify the mediating effects of self-efficacy and organizational commitment on the level of depression associated with emotional labor and occupational stress of call center representatives. The survey subjects were 486 representatives working in four call centers in D city. Data collection was conducted using structured, self-addressed questionnaires from January 5th to 25th, 2017. The results showed that the depression level of the representatives was significantly higher in the emotional labor and occupational stress groups and higher in the low self-efficacy and organizational commitment groups. The correlations between variables revealed a positive correlation between depression, emotional labor, and occupational stress, but a negative correlation between self-efficacy and organizational commitment. Path model analysis revealed that emotional labor and occupational stress had positive effects on depression, while self-efficacy and organizational commitment was negatively influenced. In addition, self-efficacy and organizational commitment had a mediating effect on emotional labor and depression, while organizational commitment had a mediating effect on occupational stress and depression. Therefore, to reduce the depression level of call center representatives, it is necessary to reduce the emotional labor and occupational stress factors, as well as to have a mental health mediation plan to increase self-efficacy and organizational commitment.
Keywords
Call center; Depression; Emotional Labor; Occupational stress; Self-efficacy; Organizational commitment; Mediation effects;
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