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KMID : 0605720180240010031
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Journal of the Korean Society of Biological Therapies in Psychiatry
2018 Volume.24 No. 1 p.31 ~ p.39
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Moderating Effects of Resilience and Mental Health on the Relationship between Stress and Burnout among Call Center Workers
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Lee Yu-Ri
Lee Ju-Yeon
Kim Jae-Min
Shin Il-Seon
Yoon Jin-Sang
Kim Sung-Wan
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Abstract
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Objectives：The aim of this study was to investigate the moderating effects of resilience and mental health on the relationship between stress and burnout among call center workers.
Methods：A total of 403 call center workers completed this survey. We investigated Perceived Stress Scale(PSS), Connor-Davidson resilience scale(K-CD-RISC), Hospital Anxiety and Depression Scale(HADS), and Maslach Burnout Inventory-General Survey(MBI-GS). Collected data were analyzed by frequency, descriptive statistics, structural equation model using SPSS 20.0 and AMOS 20.0 program.
Results：Stress was significantly related to burnout. Resilience and mental health were significantly related to the burnout. Resilience and mental health had partial mediating effects on the relationship between stress and burnout.
Conclusion：These findings suggest that the importance of stress management program, resilience improvement program and mental health enhancement intervention to reduce burnout among call center consultants.
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KEYWORD
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Call center, Workers, Stress, Burnout, Resilience, Mental health
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