The Effect of Emotional Labor and Psychological Flexibility on the Stress Response of Call Center Workers

Abstract

Purpose : The purpose of this study was to investigate the effect of emotional labor and psychological flexibility on the stress response of call center workers. Methods : The study was conducted from May 1 to 13, 2023. The subjects of the study were 170 call center workers of K company located in S city. As for the research method, t-test, ANOVA, Pearson's correlation coefficient analysis method and multiple regression analysis were used with the SPSS 23.0 program. Results : The stress response showed a significant positive correlation with emotional labor (r=.76, p=<.001), and a significant negative correlation with psychological flexibility(r=-.57, p=<.001). The factors influencing the subject's stress response were the subject's emotional labor(t=0.43, p=<.001), psychological flexibility(t=-8.77, p=<.001), and gender( t=4.37, p=<.001)(F=27.50, p=<.001). Conclusion : In call center workplaces, it is necessary to introduce a well-being promotion program that can enhance psychological flexibility by considering gender factors in order to alleviate workers' emotional labor, thereby relieving the stress response.