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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
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    References listed on IDEAS

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    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.
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    Cited by:

    1. 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.
    2. 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.
    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.

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