earticle

영어

Purpose : This research was to recognize how emotional labor and job stress affect female call center agents in modern society where communication and information are becoming more important. Methods : The subjects in this research included all female call center agents from a company in Gyeong-Gi-Do. Among 1,459 employees who participated in this survey, only 931 responses were focused, excluding male employees and positions other than call agents. This survey-based study was conducted frequency analysis, t-test, ANOVA, correlation analysis, multiple regression anaysis by the SPSS 18.0 statistical program. Results : Relevant to emotional labor and job satisfaction, the frequency of emotional labor, careful enough about the emotional expression, and emotional dissonance of emotional labor showed a significant negative correlation. In addition, the results indicated a significant negative correlation toward any emotional labor. Thus, the higher emotional job point led to the lower job satisfaction rate. As a result, higher job stress point creates lower job satisfaction. Conclusion : In conclusion, reducing labor and job stress appraisal work programs is required to promote efficiency and effectiveness from in the work place even at the national level, emotional labor and jobs should come up with ways to manage stress.