The Relationship between Occupational Stress and Musculoskeletal Symptoms in Call Center Employees

The purpose of this study is to examine the effect of emotional intelligence (EI) on turnover behaviors among call center employees. We investigated the relationship between EI and turnover behaviors during 190 days at two call centers located in Korea. Survival analyses revealed that EI significantly reduced turnover rate after controlling for the Big 5 personality traits. Specifically, most of the employees with low EI quit their jobs within the first 2 months while only half of the employees with high EI did. The importance of EI in the emotional labor settings and suggestions for the future research are discussed.

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Correlations among occupational stress, fatigue, and depression in call center employees in Seoul

Journal of Physical Therapy Science ◽

10.1589/jpts.27.3191 ◽

2015 ◽

Vol 27 (10) ◽

pp. 3191-3194 ◽

Cited By ~ 9

Author(s):

Yun Kyung Kim ◽

Nam Hyun Cha

Keyword(s):

Occupational Stress ◽

Call Center ◽

Call Center Employees ◽

Stress Fatigue

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Risk Factors for Upper Extremity Musculoskeletal Symptoms among Call Center Employees

Journal of Occupational Health ◽

10.1539/joh.l9117 ◽

2010 ◽

Vol 52 (2) ◽

pp. 115-124 ◽

Cited By ~ 19

Author(s):

Angelo d'Errico ◽

Patrizia Caputo ◽

Umberto Falcone ◽

Lidia Fubini ◽

Luisella Gilardi ◽

...

Keyword(s):

Risk Factors ◽

Upper Extremity ◽

Call Center ◽

Musculoskeletal Symptoms ◽

Call Center Employees

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The effects of supervisor support and self-efficacy on call center employees’ work engagement and quitting intentions

International Journal of Manpower ◽

10.1108/ijm-12-2017-0320 ◽

2019 ◽

Vol 40 (4) ◽

pp. 688-703 ◽

Cited By ~ 11

Author(s):

Siti Nur Hidayah Ibrahim ◽

Choo Ling Suan ◽

Osman M. Karatepe

Keyword(s):

Work Engagement ◽

Self Efficacy ◽

Call Center ◽

Structural Equation ◽

Design Methodology ◽

Supervisor Support ◽

Equation Modeling ◽

Content Type ◽

Call Center Employees ◽

The Relationship

Purpose The purpose of this paper is to investigate work engagement as a mediator of the impacts of supervisor support and self-efficacy on quitting intentions, and examine self-efficacy as a mediator between supervisor support and work engagement. Design/methodology/approach Data were collected from 177 call center employees in Malaysia. The aforesaid linkages were tested through structural equation modeling. Findings As hypothesized, self-efficacy mediates the relationship between supervisor support and work engagement, while work engagement mediates the impacts of supervisor support and self-efficacy on quitting intentions. Originality/value Though work engagement is on the decline and employee turnover is on the rise, no attention has been given to investigating the impacts of supervisor support and self-efficacy simultaneously on call center employees’ work engagement and quitting intentions so far. Therefore, the study aims to fill in this void.

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Leadership Style, Self-Sacrifice, and Team Identification

Social Behavior and Personality An International Journal ◽

10.2224/sbp.2013.41.7.1171 ◽

2013 ◽

Vol 41 (7) ◽

pp. 1171-1178 ◽

Cited By ~ 14

Author(s):

Stefano Ruggieri ◽

Costanza Scaffidi Abbate

Keyword(s):

Transformational Leadership ◽

Leadership Style ◽

Call Center ◽

Goal Attainment ◽

Team Identification ◽

Group Cohesiveness ◽

Effective Leaders ◽

Transformational Leadership Style ◽

Call Center Employees ◽

The Relationship

Leadership is a group feature that directly impacts on team identification. Effective leaders are especially capable of fostering group cohesiveness and promoting efficacy in goal attainment. We assessed the relationship between transactional and transformational leadership style, team identification, and leader self-sacrifice. Participants were 186 call center employees who were headed by a leader who operated with either a transactional or a transformational leadership style. The employees reported their level of team identification and leader self-sacrifice. Results show how, in either the transactional or transformational leadership condition, levels of leadership and self-sacrifice were related to team identification, as well as the interaction effect between transactional leadership level and leader self-sacrifice. Our findings demonstrate how different leadership styles play a diverse role in this relationship.

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The Role of Occupational Stress in the Association between Emotional Labor and Mental Health: A Moderated Mediation Model

Sustainability ◽

10.3390/su11071886 ◽

2019 ◽

Vol 11 (7) ◽

pp. 1886 ◽

Cited By ~ 1

Author(s):

Heyeon Park ◽

Hyunjin Oh ◽

Sunjoo Boo

Keyword(s):

Mental Health ◽

Psychological Distress ◽

Occupational Stress ◽

Emotional Labor ◽

Call Center ◽

Moderated Mediation ◽

Stress Factors ◽

Emotional Dissonance ◽

Stress Scale ◽

Call Center Employees

This study investigated whether occupational stress factors moderate the effect of emotional labor on psychological distress in call center employees. A cross-sectional and descriptive study using anonymous paper-based survey methods was conducted in a sample of 283 call center employees in South Korea. Participants completed the Emotional Labor Scale, the Depression Anxiety Stress Scale, and the Korean Occupational Stress Scale. Moderated mediation analyses were conducted using the PROCESS macro in order to investigate the relationship among variables. The results showed that the association between surface acting while having emotional labor and psychological distress was mediated by emotional dissonance. The mediated effect of emotional dissonance was moderated by discomfort in occupational climate, suggesting that improving the occupational environment can lessen the level of psychological distress among emotional workers, and that more attention should be devoted to the development of an intervention at the organizational level in order to prevent mental health problems in this population.

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