Korean Journal of Human Ecology (한국생활과학회지)

Korean Association of Human Ecology (한국생활과학회)
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The Effects of Emotional Labor on Job Burnout, Organizational Citizenship Behavior and Work-Family Conflict Among Call Center Employees

콜센터 상담사의 감정노동이 직무소진, 조직시민행동 및 직장-가정갈등에 미치는 영향

  • Bok, Mi-Jung (Dept. Call Marketing, Kwangju Women's University)
  • 복미정 (광주여자대학교 콜마케팅학과)
  • Received : 2012.02.09
  • Accepted : 2012.03.26
  • Published : 2012.04.30
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Abstract

The purpose of this study was to observe work-related emotional consequences in call center employees. The data were collected from 434 employees in 3 call centers by way of a self-administered questionnaire. Frequencies, Cronbach's alpha, T-test, one-way ANOVA, Pearson's correlation analysis, and multiple regression analyses were conducted by SPSS Win 18.0. The results of this study were as follows: first, job burnout proved to be significant, and demonstrated a positively correlation to surface acting and negatively correlation to deep acting. Second, altruism proved to be significant and demonstrated a positive correlation to deep acting, while also demonstrating a negatively correlation to both sex and surface acting. Third, conscientiousness proved to be significant and demonstrated a positive correlation to both age and deep acting, as well as a negatively correlation to surface acting. Finally, work-family conflict proved to be significant and demonstrated a positive correlation to both sex and workload in terms of hours per day.

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References

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