{"title":"菲律宾呼叫中心座席的正念与情绪耗竭:工作与个人特质的调节作用。","authors":"Peerayuth Charoensukmongkol, Jenette Villegas Puyod","doi":"10.1080/00221309.2020.1800582","DOIUrl":null,"url":null,"abstract":"<p><p>This research explored the association between the mindfulness of call center agents in the Philippines and the level of emotional exhaustion they experienced. The study also contributes to the literature by investigating the role of call center agents' work (job demands and supervisory position) and personal characteristics (age and marital status) as moderating factors that might influence the effect of mindfulness on emotional exhaustion. Survey data were collected from 412 call center agents from 5 call center companies in the Philippines. Partial least squares structural equation modeling was used for data analysis. The results supported a negative association between mindfulness and emotional exhaustion. Moreover, the analysis of the moderating effect found that the negative effect of mindfulness on emotional exhaustion was particularly strong for call center agents who: (1) experienced high job demands; (2) held a supervisory position; (3) were single, and (4) were younger.</p>","PeriodicalId":47581,"journal":{"name":"Journal of General Psychology","volume":"149 1","pages":"72-96"},"PeriodicalIF":1.9000,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/00221309.2020.1800582","citationCount":"42","resultStr":"{\"title\":\"Mindfulness and emotional exhaustion in call center agents in the Philippines: moderating roles of work and personal characteristics.\",\"authors\":\"Peerayuth Charoensukmongkol, Jenette Villegas Puyod\",\"doi\":\"10.1080/00221309.2020.1800582\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"<p><p>This research explored the association between the mindfulness of call center agents in the Philippines and the level of emotional exhaustion they experienced. The study also contributes to the literature by investigating the role of call center agents' work (job demands and supervisory position) and personal characteristics (age and marital status) as moderating factors that might influence the effect of mindfulness on emotional exhaustion. Survey data were collected from 412 call center agents from 5 call center companies in the Philippines. Partial least squares structural equation modeling was used for data analysis. The results supported a negative association between mindfulness and emotional exhaustion. Moreover, the analysis of the moderating effect found that the negative effect of mindfulness on emotional exhaustion was particularly strong for call center agents who: (1) experienced high job demands; (2) held a supervisory position; (3) were single, and (4) were younger.</p>\",\"PeriodicalId\":47581,\"journal\":{\"name\":\"Journal of General Psychology\",\"volume\":\"149 1\",\"pages\":\"72-96\"},\"PeriodicalIF\":1.9000,\"publicationDate\":\"2022-01-01\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"https://sci-hub-pdf.com/10.1080/00221309.2020.1800582\",\"citationCount\":\"42\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Journal of General Psychology\",\"FirstCategoryId\":\"102\",\"ListUrlMain\":\"https://doi.org/10.1080/00221309.2020.1800582\",\"RegionNum\":4,\"RegionCategory\":\"心理学\",\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"2020/8/4 0:00:00\",\"PubModel\":\"Epub\",\"JCR\":\"Q2\",\"JCRName\":\"PSYCHOLOGY, MULTIDISCIPLINARY\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of General Psychology","FirstCategoryId":"102","ListUrlMain":"https://doi.org/10.1080/00221309.2020.1800582","RegionNum":4,"RegionCategory":"心理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"2020/8/4 0:00:00","PubModel":"Epub","JCR":"Q2","JCRName":"PSYCHOLOGY, MULTIDISCIPLINARY","Score":null,"Total":0}
Mindfulness and emotional exhaustion in call center agents in the Philippines: moderating roles of work and personal characteristics.
This research explored the association between the mindfulness of call center agents in the Philippines and the level of emotional exhaustion they experienced. The study also contributes to the literature by investigating the role of call center agents' work (job demands and supervisory position) and personal characteristics (age and marital status) as moderating factors that might influence the effect of mindfulness on emotional exhaustion. Survey data were collected from 412 call center agents from 5 call center companies in the Philippines. Partial least squares structural equation modeling was used for data analysis. The results supported a negative association between mindfulness and emotional exhaustion. Moreover, the analysis of the moderating effect found that the negative effect of mindfulness on emotional exhaustion was particularly strong for call center agents who: (1) experienced high job demands; (2) held a supervisory position; (3) were single, and (4) were younger.
期刊介绍:
The Journal of General Psychology publishes human and animal research reflecting various methodological approaches in all areas of experimental psychology. It covers traditional topics such as physiological and comparative psychology, sensation, perception, learning, and motivation, as well as more diverse topics such as cognition, memory, language, aging, and substance abuse, or mathematical, statistical, methodological, and other theoretical investigations. The journal especially features studies that establish functional relationships, involve a series of integrated experiments, or contribute to the development of new theoretical insights or practical applications.