Journal of the Korea Academia-Industrial cooperation Society (한국산학기술학회논문지)

The Korea Academia-Industrial cooperation Society (한국산학기술학회)
권호 표지
DOI QR코드

DOI QR Code

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

PRECEDE 모형을 적용한 콜센터 상담사의 삶의 질 구조모형

  • 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)
  • 백종태 (충남대학교 대학원 보건학과) ;
  • 조영채 (충남대학교 의과대학 예방의학교실)
  • Received : 2018.03.21
  • Accepted : 2018.07.06
  • Published : 2018.07.31
Download PDF
⟨ Previous Next ⟩

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.

본 연구는 PRECEDE 모델을 적용하여, 콜센터 상담사의 삶의 질에 영향을 미치는 요인들 간의 인과관계를 구조방정식 모형으로 규명하고자 시도하였다. 조사대상은 D광역시 4개의 콜센터에서 인바운드 업무에 종사하고 있는 상담사 695명으로 하였다. 자료 수집은 2016년 11월 15일부터 12월 5일까지의 기간 동안에 구조화된 무기명 자기기입식 설문지를 사용하여 설문조사하였다. 연구결과, 조사대상 상담사의 삶의 질은 정신건강(우울증, 불면증, 불안감) 및 감정노동과 유의한 음의 상관 관계를 보인 반면, 직무환경, 자기효능감, 조직의 지지, 조직몰입과는 유의한 양의 상관관계를 보였다. 구조모형 분석결과, 삶의 질에 정신건강은 부정적인 영향을 주고, 직무환경과 자기효능감은 긍정적인 영향을 주는 것으로 나타났다. 또한 감정노동은 정신건강에 부정적인 영향을 주었으며, 조직몰입과 직무환경은 감정노동 수준을 낮추는 효과가 있었다. 아울러 조직의 지지는 근로자의 자기효능감과 조직몰입을 높이는 효과가 있으며, 조직몰입은 감정노동을 완화시키는 효과가 있었다. 따라서 콜센터 상담사의 삶의 질을 높이기 위한 건강증진 프로그램의 실시가 필요한 것으로 생각된다.

Keywords

References

  1. Ministry of Employment and Labor, "Survey on the actual condition of contact center for job creation and direction of development", Hanbat University Industry-University Cooperation Foundation, 2015.
  2. J. H. Lee, U. G. Baek, I. I. Han, S. J. Lee, "Distribution Industry Emotional Labor Studies", Seoul Labor Center, 2015.
  3. H. J. Kim, S. Y. Shin, M. H. An, J. E. Lee, H. C. Jeong, "Research Report on the Best Collective Agreement for Employment Labor in the Call Center", Korean Finance & Service Workers' Union. 2016.
  4. Hochschild AR, "The managed heart: Commercialization of human feeling", Berkeley, CA: University of California Press, 1983.
  5. Sharma R, Yadav R, Aggarwal P, Singh N, "Burnout and quality of life among call centre executives", J Organ Hum Behav, vol 1, no. 3, pp. 43-48, 2012.
  6. C. I. Park, S. R. Lee, H. G. Shin, B. S. Kang, M. G. Mum, J. J. Kim, J. H. Lee, "Emotional Labor Studies in Service Industry", Korea Labor Institute, 2012.
  7. Korea Occupation Safety & Health Agency, "Emotional Labor Status of Employment Labor Workers, Risk Factors, Health Effects Research", Occupational Safety & Health Research Institute, 2015.
  8. Mannocci A, Natali A, Colamesta V, Boccia A, Torre GL, "How are the temporary workers? Quality of life and burn-out in a call center temporary employment in Italy: a pilot observational study", Ann Ist Super Sanita, vol. 50, no. 2, pp. 153-159, 2014.
  9. Mensah AO, Lebbaeus A, "The influence of employees self-efficacy on their quality of work life: The case of cape coast, Ghana", IJ-ARBSS, vol 4, no. 2, pp. 195-205, 2013.
  10. S. O. Shin, E. K. Roh, E. S. Kim, "Caregiver's of the Correlation between Self-efficacy and Quality of life", The Korea Entertainment Industry Association, vol. 8, no. 3, pp. 85-91, 2014. https://doi.org/10.21184/jkeia.2014.09.8.3.85
  11. J. W. Lee, Y. H. Jang, I. H. Kang, "The Relationship between Emotional Labor, Job Involvement and Life Satisfaction", Korea Academic Society of Tourism Management, vol. 1, no. 3, pp. 277-295, 2016.
  12. Molino M, Emanuel F, Zito M, Ghislieri C, Colombo L, Cortese CG, "Inbound call centers and emotional dissonance in the job demands-resources model", Front Psychol, vol. 7, p. 1133, 2016. DOI: https://doi.org/10.3389/fpsyg.2016.01133
  13. M. J. Kim, E. J. Ryu, "Structural Equation Modeling of Quality of Work Life in Clinical Nurses based on the Culture-Work-Health Model", Journal of Korean Academy of Nursing, vol. 45 no. 6, pp. 879-889, 2015. DOI: https://doi.org/10.4040/jkan.2015.45.6.879
  14. B. I. Lee, H. S. Jung, "A Predictive Model of Workers' Quality of Life", Korean Journal of Occupational Health Nursing, vol. 20, no. 1, pp. 35-45, 2011. DOI: https://doi.org/10.5807/kjohn.2011.20.1.035
  15. T. Y. Lee, W. S. Kim, H. E. Lee, "The Multilevel Analysis for Factors effecting on the Health-related Quality of Life in Dental Technicians", Journal of the Korea Academia-Industrial cooperation Society, vol. 15, no. 6, pp. 3625-3634, 2014. DOI: https://doi.org/10.5762/KAIS.2014.15.6.3625
  16. H. L. Jeong, K. H. Lim, "Effects of Emergency Department Nurses' Emotional Labor on Professional Quality of Life: Focusing on Mediating Effects of Emotional Dissonance", Journal of the Korea Academia-Industrial cooperation Society, vol. 17, no. 11, pp. 491-506, 2016. DOI: http://dx.doi.org/10.5762/KAIS.2016.17.11.491
  17. Green LW, Kreuter MW, "Health promotion planning: An educational and environmental approach", (3rd ed.) Mountain View: Mayfield, 1991.
  18. Bertera RL, "Planning and implementing health promotion in the workplace: A case study of the Dupont Company Experience", Health Educ Quart, vol. 17, no. 3, pp. 307-327, 1990. DOI: https://doi.org/10.1177/109019819001700307
  19. Glanz K, Rimer BK, Viswanath K, "Health behavior and health education: Theory, research, and practice", 4th edition, JOSSEY-BASS A Wiley Imprint, pp. 405-433, 2008.
  20. Green LW, Kreuter MW, "Health program planning: An educational and ecological approach", 4th edition, NY: McGraw-Hill Higher Education, 2005.
  21. Faul F, Erdfelder E, Lang AG, Buchner A, "G*power 3: A flexible statistical power analysis program for the social, behavioral, and science", Behav Res Methods, vol. 39, no. 2, pp. 175-191, 2007. DOI: https://doi.org/10.3758/BF03193146
  22. S. K. Min, K. I. Kim, S. Y. Suh, D. K. Kim, "Development of Korean Version of World Health Organization Quality of Life Scale(WHOQOL)", J Korean Neuropsychiatr Assoc, vol. 39, no. 1, pp. 78-88, 2000.
  23. K. K. Chon, S. C. Choi, B. C. Yang, "Integrated Adaptation of CES-D in Korea", Korean Journal of Health Psychology, vol. 6, no. 1, pp. 59-76, 2001.
  24. M. J. Cho, K. H. Kim, "Diagnostic Validity of the CES-D(Korean Version) in the Assessment of DSM-III -R Major Depression", J Korean Neuropsychiatr Assoc, vol. 32, no. 3, pp. 381-399, 1993.
  25. Bastien CH, Vallières A, Morin CM, "Validation of the insomnia severity index as an outcome measure for insomnia research", Sleep Med, vol. 2, pp. 297-307, 2001. DOI: https://doi.org/10.1016/S1389-9457(00)00065-4
  26. Spitzer RL, Kroenke K, Williams JBW, Lowe B, "A brief measure for assessing generalized anxiety disorder", Arch Intern Med, vol. 166, pp. 1092-1097, 2006. DOI: https://doi.org/10.1001/archinte.166.10.1092
  27. S. J. Chang, H. T. Kang, S. Y. Kim, I. A. Kim, J. I. Kim, H. R. Kim, "Study on Applied Research Tools for Korean Emotional Labor Scale and Korean Workplace Violence Scale(2013)", Korea Occupation Safety & Health Agency, 2014.
  28. S. J. Chang, S. B. Koh, D. M. Kang, S. A. Kim, M. G. Kang, C. G. Lee, et al, "Developing an Occupational Stress Scale for Korean Employees", Korean J Occup Environ Med, vol. 17, no. 4, pp. 297-317, 2005.
  29. Y. K. Ko, "Identification of Factors related to Nurses' Individual Performance using a Multi level Analysis", Graduate School of Yonsei University, Doctoral thesis, 2006.
  30. K. H. Cho, "Antecedents of Organizational Commitment in Korean Public Services : An Application of LISREL", The Korean Association For Public Administration, vol. 27, no. 4, pp. 1203-1226, 1993.
  31. J. P. Woo, "Structural Equation Model Concept and Understanding", Hannarae Publishing Co, 2012.
  32. Templeton GF, "A two-step approach for transforming continuous variables to normal: Implications and recommendations for IS Research", CAIS, vol. 28, no. 4, pp. 41-58, 2011.
  33. T. M. Song, G. S. Kim, "Structural Equation Modeling for Health & Welfare Research", Hannarae Publishing Co, 2012.
  34. Y. H. Chang, "A Study on Beauty Service Worker's Stress, Depression and Quality of Life consequent on Emotional Labor", Graduate School of Seokyeong University, Doctoral thesis, 2015.
  35. Raja JD, Bhasin SK. Health issues amongst call center employees, an emerging occupational group in India, Indian J Comunity Med 2014; 39(3): 175-177. DOI: https://doi.org/10.4103/0970-0218.137156
  36. Celik DA, Oz Eu. The effects of emotional dissonance and quality of work life perceptions on absenteeism and turnover intentions among turkish call center employees, Procedia Soc Behav Sci 2011; 30: 2515-2519. DOI: https://doi.org/10.1016/j.sbspro.2011.10.491
  37. Malik SA, Bashir N, Khan MM, Malik SA, "Predicting employees turnover in telecom mobile communication call centers of Pakistan", Middle East J Sci Res, vol. 17, no. 4, pp. 481-494, 2013.
  38. M. S. Chung, "Mediating Effects of Job Stress and Moderating Effects of Autonomy on the Relationship between Emotional Labor and Organizational Commitment", Korean Journal of Counseling, vol. 16, no. 3. pp. 121-138, 2015. DOI: https://doi.org/10.15703/kjc.16.3.201506.121