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KMID : 1148220170130040055
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Journal of Arts Psychotherapy
2017 Volume.13 No. 4 p.55 ~ p.74
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Study on the Effect of Song-focused Group Music Therapy for Emotional Labor of Service Associate in Call Center
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Cha Mi-Lim
Kang Kyoung-Sun
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Abstract
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The purpose of research is to exam the effect of group music therapy on the emotional labor of call center tele-communicators. The subjects were 20 call center tele-communicators of H company. Among them, 10 were allocated to an experimental group and the other 10 were in a control group. This program took place twice a week, for 50 minutes by each session for 10 times in total. In order to find out whether there is a significant difference between the experimental group and the control group in emotional labor after the music therapy programs, a repeated measure analysis was performed. The result showed that the time X group interaction effects was significant. This means that the pre-test and post-test score difference of the experimental group was significantly larger than the control group and the music therapy program affected the emotional labor. In addition, paired t-test was conducted to find out the trend of changes of each group. As a result, the experimental group showed statistically significant differences, while the emotional labor average score decreased, but the control group showed no significant difference. These result suggest that group music therapy can be effective intervention for reducing the emotional labor of call center tele- communicators.The purpose of research is to exam the effect of group music therapy on the emotional labor of call center tele-communicators. The subjects were 20 call center tele-communicators of H company. Among them, 10 were allocated to an experimental group and the other 10 were in a control group. This program took place twice a week, for 50 minutes by each session for 10 times in total. In order to find out whether there is a significant difference between the experimental group and the control group in emotional labor after the music therapy programs, a repeated measure analysis was performed. The result showed that the time X group interaction effects was significant. This means that the pre-test and post-test score difference of the experimental group was significantly larger than the control group and the music therapy program affected the emotional labor. In addition, paired t-test was conducted to find out the trend of changes of each group. As a result, the experimental group showed statistically significant differences, while the emotional labor average score decreased, but the control group showed no significant difference. These result suggest that group music therapy can be effective intervention for reducing the emotional labor of call center tele- communicators.
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KEYWORD
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Song, Group Music Therapy, Call Center Tele-communicator, Emotional Labor
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