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The Effect of Call Center Consultant ’s Emotional Labor on Burnout: The Moderating Effect of Resilience and Social Support
Korean J Stress Res 2018;26:340-349
Published online December 31, 2018
© 2018 Korean Society of Stress Medicine.

Hayoung Park , Jungkyu Kim

Department of Psychology, Sungshin Women's University, Seoul, Korea
Correspondence to: Hayoung Park
Department of Psychology, Sungshin Women’s University, 2 Bomun-ro 34da-gil, Seongbuk-gu, Seoul 02844, Korea
Tel: +82-2-920-7132
Fax: +82-2-920-2040
E-mail: gkdud218@hanmail.net
Received August 15, 2018; Revised December 17, 2018; Accepted December 17, 2018.
Articles published in stress are open-access, distributed under the terms of the Creative Commons Attribution License (http://creativecommons.org/licenses/by-nc/4.0), which permits unrestricted non-commercial use, distribution, and reproduction in any medium, provided the original work is properly cited.
Abstract
Background: The purpose of this study was to examine the moderating effect of resilience and social support to analyze that call center consultants’ emotional labor impacts on the burnout.
Methods: A survey questionnaire was conducted to people who work at call center in Gwangju and Deagu. The data from 444 were analyzed.
Results: The result from the hierarchical multiple regression is as follows. First, deep acting decreased burnout, but surface acting of emotional labor increased burnout. Also, frequency of emotion display, variety of emotion required to be expressed and attentiveness to required display rules increased burnout. Second, Resilience had moderating effect between deep acting and burnout. Third, the moderate effect of interaction of social support from leader with surface action was found at burnout. Also, moderating effect of social support from leader were shown in frequency of emotion display with burnout and attentiveness to required display rules with burnout. Fourth, social support from colleague did not have buffering effect on emotional labor and burnout.
Conclusions: It is expected that the moderator variables identified in this study can be used for prevention and treatment of burnout caused by emotional labor.
Keywords : Call center, Emotional labor, Burnout, Resilience, Social support


December 2018, 26 (4)

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