A Phenomenological Study on the Job Stress experienced by Emotional Labors: Focusing on the Call Center Consultant

감정노동자가 경험하는 직무스트레스에 관한 현상학적 연구: 콜센터 상담사를 중심으로

  • Lee, Mi-Young (Dept. of Psychotherapy & Counseling, Howon University)
  • 이미영 (호원대학교 심리상담치료학과)
  • Received : 2017.07.17
  • Accepted : 2017.09.20
  • Published : 2017.09.28


The purpose of this study was to investigate the content of job stress experienced by call center consultants. For that purpose, the investigator interviewed 11 call center consultants one-on-one in D City, conducting qualitative analysis of content of job stress they experienced according to Giorgi's phenomenological analysis procedure. As a result, there were classifications of job characteristics and individual characteristics. They were further classified into 8 categories and 24 subcategories. As for job characteristics, there were "limitations of work performance," "work burden," "inflexible work style," "uncontrolled customers," and "controlled demand." As for individual characteristics, there were "psychological instability," "personality vulnerabilities," and "poor coping resources." The categories of job characteristics and personal characteristics were classified into limit and control levels, respectively. It is found that poor coping resources mediate between job stress and personal characteristics. Based on these results, we discussed not only the existing organizational responses but also the combined interventions that mitigate the psychological stress after the unstable psychological state of the individual.


Emotional Labors;Job Stress;Qualitative Analysis;Phenomenological Study;Call Center Consultant


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