원문정보
The Effect of Emotional Labor and Psychological Flexibility on the Stress Response of Call Center Workers
초록
영어
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.
목차
Ⅰ. 서론
1. 연구의 필요성
Ⅱ. 연구방법
1. 연구설계
2. 연구대상
3. 윤리적 고려와 자료수집 방법
4. 연구도구
5. 연구방법
Ⅲ. 연구결과
1. 일반적 특성
2. 대상자의 감정노동, 심리적 유연성 및 스트레스반응 수준
3. 일반적 특성에 따른 감정노동, 심리적 유연성 및 스트레스반응의 차이
4. 대상자의 감정노동, 심리적 유연성 및 스트레스반응의 상관관계
5. 대상자의 스트레스반응에 영향을 미치는 요인
Ⅳ. 논의
Ⅴ. 결론 및 제언
참고문헌