@article{ART002102142},
author={Mi-Jung Bok},
title={The Effect of Emotional Labor on Stress Coping Style and Psychological Burnout among Call Center Employees},
journal={Journal of The Korea Society of Computer and Information},
issn={1598-849X},
year={2016},
volume={21},
number={4},
pages={97-106}
TY - JOUR
AU - Mi-Jung Bok
TI - The Effect of Emotional Labor on Stress Coping Style and Psychological Burnout among Call Center Employees
JO - Journal of The Korea Society of Computer and Information
PY - 2016
VL - 21
IS - 4
PB - The Korean Society Of Computer And Information
SP - 97
EP - 106
SN - 1598-849X
AB - The aim of this study is to measure the degrees of emotional labor and to empirically analyze how emotional labor affects individual’s stress coping style and psychological burnout. The results were as follows. First, the call center employees were actually experiencing emotional labor and it was shown that the deep acting was higher than the surface acting. Second, the degree of experiencing stress coping style and psychological burnout appeared differently depending on the socio-economic variables of the employee. Third, despite the differences in the direction, there is a correlation between emotional labor, stress coping style, and psychological burnout. Fourth, the characteristics of the employees and emotional labor clearly affected stress coping style and psychological burnout.
Therefore, companies will have to provide various psychological treatments and training programs for call center employees, and a change in social awareness, where people take the service industry workers’ kindness for granted, is required as well.
KW - Emotional Labor;Stress Coping Style;Psychological Burnout
DO -
UR -
ER -
Mi-Jung Bok. (2016). The Effect of Emotional Labor on Stress Coping Style and Psychological Burnout among Call Center Employees. Journal of The Korea Society of Computer and Information, 21(4), 97-106.
Mi-Jung Bok. 2016, "The Effect of Emotional Labor on Stress Coping Style and Psychological Burnout among Call Center Employees", Journal of The Korea Society of Computer and Information, vol.21, no.4 pp.97-106.
Mi-Jung Bok "The Effect of Emotional Labor on Stress Coping Style and Psychological Burnout among Call Center Employees" Journal of The Korea Society of Computer and Information 21.4 pp.97-106 (2016) : 97.
Mi-Jung Bok. The Effect of Emotional Labor on Stress Coping Style and Psychological Burnout among Call Center Employees. 2016; 21(4), 97-106.
Mi-Jung Bok. "The Effect of Emotional Labor on Stress Coping Style and Psychological Burnout among Call Center Employees" Journal of The Korea Society of Computer and Information 21, no.4 (2016) : 97-106.
Mi-Jung Bok. The Effect of Emotional Labor on Stress Coping Style and Psychological Burnout among Call Center Employees. Journal of The Korea Society of Computer and Information, 21(4), 97-106.
Mi-Jung Bok. The Effect of Emotional Labor on Stress Coping Style and Psychological Burnout among Call Center Employees. Journal of The Korea Society of Computer and Information. 2016; 21(4) 97-106.
Mi-Jung Bok. The Effect of Emotional Labor on Stress Coping Style and Psychological Burnout among Call Center Employees. 2016; 21(4), 97-106.
Mi-Jung Bok. "The Effect of Emotional Labor on Stress Coping Style and Psychological Burnout among Call Center Employees" Journal of The Korea Society of Computer and Information 21, no.4 (2016) : 97-106.
