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http://dx.doi.org/10.5762/KAIS.2018.19.7.396

Structural Equation Model of the Quality of Life in the Call Center Representatives Applying the PRECEDE Model  

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, College of Medicine)
Publication Information
Journal of the Korea Academia-Industrial cooperation Society / v.19, no.7, 2018 , pp. 396-406 More about this Journal
Abstract
The purpose of this study was to investigate the causal relationship between factors affecting the quality of life (QOL) of call center representatives by applying the PRECEDE model to structural equation modeling. The subjects of the survey were 695 consultants engaged in inbound work at four call centers in D metropolitan city. Data collection was conducted using structured, self-administered questionnaires from November 15th to December 5th, 2016. The results of this study show that the QOL of the reps was significantly negatively correlated with mental health and emotional labor but significantly positively correlated with work environment, self-efficacy, organizational support, and organizational commitment. The results of structural model analysis show that mental health had a negative influence on QOL, whereas work environment and self-efficacy had a positive influence. In addition, emotional labor had a negative effect on mental health, but organizational commitment and work environment had lowered emotional labor level. In addition, organizational support had enhanced employee self-efficacy and organizational commitment, and organizational commitment had mitigated emotional labor. Therefore, it is necessary to implement a health promotion program to improve the QOL of call center reps.
Keywords
Anxiety; Call center representatives; Depression; Emotional labor; Insomnia; PRECEDE; Quality of Life;
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