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KMID : 1812920220040020075
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Korean Journal of Occupational Health
2022 Volume.4 No. 2 p.75 ~ p.86
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Effects of Verbal Abuse Experience and Emotional Labor on Psychological Well-being of Call Center Workers in the COVID-19 Environment
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Kim Jung-Im
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Abstract
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Purpose : The purpose of this study is to investigate the effect of veral abuse and emotional labor on psychological well-being of call center workers in the COVID-19 environment.
Methods : The data collection was conducted from March 10 to April 15, 2022, and the data analysis was performed using t-test, ANOVA, correlation analysis and multiple regression analysis using SPSS/WIN 23.0.
Results : The factors affecting the psychological well-being of subjects were found to be family living together(t=5.23, p<.001) and monthly average income(t=4.74, p<.001) in general and work-related characteristics. It was found that verbal abuse experience(t=-5.00, p<.001) and emotional labor(t=-1.69, p=.003) had a negative effect on psychological well-being(F=18.69, p<.001).
Conclusion : In conclusion, in order to promote the psychological well-being of call center workers, it is necessary to prepare workplace countermeasures against verbal abuse experiences and to introduce a health promotion program that can alleviate emotional labor.
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KEYWORD
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Verbal abuse, Emotional labor, Psychological well-being, Workers
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