IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v11y2019i7p1886-d218151.html
   My bibliography  Save this article

The Role of Occupational Stress in the Association between Emotional Labor and Mental Health: A Moderated Mediation Model

Author

Listed:
  • Heyeon Park

    (Department of Public Health Medical Services, Seoul National University Bundang Hospital, Seoul 13620, Korea)

  • Hyunjin Oh

    (College of Nursing, Gachon University, Seongnam-daero, Inchon 21936, Korea)

  • Sunjoo Boo

    (Research Institute of Nursing Science∙College of Nursing, Ajou University, Gyeonggi-do, Suwon 16499, Korea)

Abstract

This study investigated whether occupational stress factors moderate the effect of emotional labor on psychological distress in call center employees. A cross-sectional and descriptive study using anonymous paper-based survey methods was conducted in a sample of 283 call center employees in South Korea. Participants completed the Emotional Labor Scale, the Depression Anxiety Stress Scale, and the Korean Occupational Stress Scale. Moderated mediation analyses were conducted using the PROCESS macro in order to investigate the relationship among variables. The results showed that the association between surface acting while having emotional labor and psychological distress was mediated by emotional dissonance. The mediated effect of emotional dissonance was moderated by discomfort in occupational climate, suggesting that improving the occupational environment can lessen the level of psychological distress among emotional workers, and that more attention should be devoted to the development of an intervention at the organizational level in order to prevent mental health problems in this population.

Suggested Citation

  • Heyeon Park & Hyunjin Oh & Sunjoo Boo, 2019. "The Role of Occupational Stress in the Association between Emotional Labor and Mental Health: A Moderated Mediation Model," Sustainability, MDPI, vol. 11(7), pages 1-12, March.
    • Handle: RePEc:gam:jsusta:v:11:y:2019:i:7:p:1886-:d:218151
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/11/7/1886/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/11/7/1886/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Johnson, J.V. & Hall, E.M., 1988. "Job strain, work place social support, and cardiovascular disease: A cross-sectional study of random sample of the Swedish Working Population," American Journal of Public Health, American Public Health Association, vol. 78(10), pages 1336-1342.
    2. Dijk, Pieter A Van & Brown, Andrea Kirk, 2006. "Emotional labour and negative job outcomes: An evaluation of the mediating role of emotional dissonance," Journal of Management & Organization, Cambridge University Press, vol. 12(2), pages 101-115, September.
    3. Hyunjin Oh & Heyeon Park & Sunjoo Boo, 2017. "Mental health status and its predictors among call center employees: A cross‐sectional study," Nursing & Health Sciences, John Wiley & Sons, vol. 19(2), pages 228-236, June.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Leiv Opstad, 2020. "Attitudes towards Statistics among Business Students: Do Gender, Mathematical Skills and Personal Traits Matter?," Sustainability, MDPI, vol. 12(15), pages 1-16, July.
    2. Yuechao Du & Zhongming Wang, 2021. "How Does Emotional Labor Influence Voice Behavior? The Roles of Work Engagement and Perceived Organizational Support," Sustainability, MDPI, vol. 13(19), pages 1-14, September.
    3. Virginia Navajas-Romero & Antonio Ariza-Montes & Felipe Hernández-Perlines, 2020. "Analyzing the Job Demands-Control-Support Model in Work-Life Balance: A Study among Nurses in the European Context," IJERPH, MDPI, vol. 17(8), pages 1-17, April.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Hannah Carver & Tracey Price & Danilo Falzon & Peter McCulloch & Tessa Parkes, 2022. "Stress and Wellbeing during the COVID-19 Pandemic: A Mixed-Methods Exploration of Frontline Homelessness Services Staff Experiences in Scotland," IJERPH, MDPI, vol. 19(6), pages 1-20, March.
    2. Nicola Magnavita & Igor Meraglia, 2024. "Poor Work Ability Is Associated with Workplace Violence in Nurses: A Two-Wave Panel Data Analysis," IJERPH, MDPI, vol. 21(9), pages 1-13, August.
    3. Rémi Colin-Chevalier & Bruno Pereira & Amanda Clare Benson & Samuel Dewavrin & Thomas Cornet & Frédéric Dutheil, 2022. "The Protective Role of Job Control/Autonomy on Mental Strain of Managers: A Cross-Sectional Study among Wittyfit’s Users," IJERPH, MDPI, vol. 19(4), pages 1-10, February.
    4. Sebastiano, Antonio & Belvedere, Valeria & Grando, Alberto & Giangreco, Antonio, 2017. "The effect of capacity management strategies on employees' well-being: A quantitative investigation into the long-term healthcare industry," European Management Journal, Elsevier, vol. 35(4), pages 563-573.
    5. Suzuki, Etsuji & Takao, Soshi & Subramanian, S.V. & Komatsu, Hirokazu & Doi, Hiroyuki & Kawachi, Ichiro, 2010. "Does low workplace social capital have detrimental effect on workers' health?," Social Science & Medicine, Elsevier, vol. 70(9), pages 1367-1372, May.
    6. Akiomi Inoue & Hisashi Eguchi & Yuko Kachi & Sarven S. McLinton & Maureen F. Dollard & Akizumi Tsutsumi, 2021. "Reliability and Validity of the Japanese Version of the 12-Item Psychosocial Safety Climate Scale (PSC-12J)," IJERPH, MDPI, vol. 18(24), pages 1-14, December.
    7. Stefania Fantinelli & Teresa Galanti & Gloria Guidetti & Federica Conserva & Veronica Giffi & Michela Cortini & Teresa Di Fiore, 2023. "Psychological Contracts and Organizational Commitment: The Positive Impact of Relational Contracts on Call Center Operators," Administrative Sciences, MDPI, vol. 13(4), pages 1-14, April.
    8. Van Dijk, Pieter A. & Smith, Liam D.G. & Cooper, Brian K., 2011. "Are you for real? An evaluation of the relationship between emotional labour and visitor outcomes," Tourism Management, Elsevier, vol. 32(1), pages 39-45.
    9. Georges Steffgen & Philipp E. Sischka & Martha Fernandez de Henestrosa, 2020. "The Quality of Work Index and the Quality of Employment Index: A Multidimensional Approach of Job Quality and Its Links to Well-Being at Work," IJERPH, MDPI, vol. 17(21), pages 1-31, October.
    10. Huizing, Anna R. & Hamers, Jan P.H. & de Jonge, Jan & Candel, Math & Berger, Martijn P.F., 2007. "Organisational determinants of the use of physical restraints: A multilevel approach," Social Science & Medicine, Elsevier, vol. 65(5), pages 924-933, September.
    11. Rosie Mulholland & Andy McKinlay & John Sproule, 2013. "Teacher Interrupted," SAGE Open, , vol. 3(3), pages 21582440135, September.
    12. Cäker, Mikael & Siverbo, Sven, 2018. "Effects of performance measurement system inconsistency on managers’ role clarity and well-being," Scandinavian Journal of Management, Elsevier, vol. 34(3), pages 256-266.
    13. Silvia Simbula & Greta Mazzetti & Dina Guglielmi, 2019. "A Three-Wave Study on the Reciprocal Relationships between Emotional Dissonance, Need for Recovery, and Exhaustion," Sustainability, MDPI, vol. 11(19), pages 1-16, September.
    14. Bubonya, Melisa & Cobb-Clark, Deborah A. & Wooden, Mark, 2017. "Mental health and productivity at work: Does what you do matter?," Labour Economics, Elsevier, vol. 46(C), pages 150-165.
    15. Xue, Jinjie & Liu, Junqi & Geng, Zizhen & Yuan, Hongping & Chao, Lei, 2023. "Why and when do paradoxical management capabilities matter to paradoxical pressure? An empirical investigation of the role of coopetition," Technovation, Elsevier, vol. 120(C).
    16. Myra Sader & Barthélemy Chollet & Sébastien Brion & Olivier Trendel, 2021. "Supported, detached, or marginalized? The ambivalent role of social capital on stress at work," Post-Print hal-03167159, HAL.
    17. Lea Sell & Bryan Cleal, 2011. "Job Satisfaction, Work Environment, and Rewards: Motivational Theory Revisited," LABOUR, CEIS, vol. 25(1), pages 1-23, March.
    18. Fujishiro, Kaori & Xu, Jun & Gong, Fang, 2010. "What does "occupation" represent as an indicator of socioeconomic status?: Exploring occupational prestige and health," Social Science & Medicine, Elsevier, vol. 71(12), pages 2100-2107, December.
    19. Alexander Matros & Vladimir Smirnov & Andrew Wait & Helen Zhang, 2023. "Microfoundations of work intensification and burnout," Working Papers 2023-02, University of Sydney, School of Economics.
    20. Grimani, Katerina, 2014. "Labor earnings and Psychological well-being: An Empirical Analysis," MPRA Paper 57098, University Library of Munich, Germany.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:11:y:2019:i:7:p:1886-:d:218151. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.