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- Emotional Dissonance and Coping Strategies According to the Emotional Processing Type of Call Center Counselors
- SoonJin Choi, HaeYoun Choi
- STRESS. 2024;32(3):153-160. Published online September 30, 2024
- DOI: https://doi.org/10.17547/kjsr.2024.32.3.153
- 2,161 View
- 33 Download
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Abstract
PDF - Background
This study explored the emotional processing types of call center counselors and examined the differences in emotional dissonance and related adaptation indicates of coping strategies, emotional exhaustion and work performance orientation according to the types.
Methods
A total of 271 call center agents (204 females, 67 males; mean age 36.5) participated in the study. Latent class analysis of emotional awareness, emotional expression, ambivalence over emotional expression were conducted. Analysis of variance(ANOVA) was used to examine differences in adaptation indicators according to emotion processing type.
Results
Emotional processing types were categorized into Clear(CG), Passive(PG) Repressive(RG) groups. The CG showed low emotional dissonance, good adaptation indicates and functional coping strategies whereas results for the RG type revealed the opposite.
Conclusions
By distinguishing between emotional processing types, this study found that emotional processing type is more closely correlated with burnout and work performance orientation than emotional dissonance itself.
- The Influence of Covert Narcissistic Tendency on Interpersonal Satisfaction: The Mediating Effect of Ambivalence over Emotional Expressiveness
- Hye Ji Yun, Myoung-Ho Hyun
- STRESS. 2018;26(4):332-339. Published online December 31, 2018
- DOI: https://doi.org/10.17547/kjsr.2018.26.4.332
- 3,842 View
- 53 Download
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Abstract
PDF
Background: The purpose of this study was to explore the mediating effect of ambivalence over emotional expressiveness on the relationship between covert narcissistic tendency of adults in their twenties and the satisfaction of interpersonal relations.
Methods: 194 male and female adults in their twenties completed the self-report questionnaires on covert narcissism, ambivalence over emotional expressiveness, and interpersonal satisfaction. A mediated model was tested using the SPSS Macro by Hayes.
Results: We verified that the ambivalence over emotional expressiveness played a mediating role in the relationship between covert narcissistic tendency and interpersonal satisfaction. In terms of the characteristics of relationship, except for the superior person, the relationship between lover/spouse and friends/colleagues showed the mediating effect between covert narcissism and interpersonal satisfaction.
Conclusions: The covert narcissistic tendency itself affects low interpersonal satisfaction, but the ambivalence over emotional expressiveness affects low interpersonal satisfaction when the covert narcissist interacts with lover/spouse, friends/colleagues. We discussed the directions of intervention for the covert narcissist having low satisfaction in relationships, limitations and future suggestions of this research.
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