The Effect of Call Center Consultant 's Emotional Labor on Burnout: The Moderating Effect of Resilience and Social Support

콜센터 상담원의 감정노동이 소진에 미치는 영향: 회복 탄력성과 사회적 지지의 조절효과

  • Park, Hayoung (Department of Psychology, Sungshin Women's University) ;
  • Kim, Jungkyu (Department of Psychology, Sungshin Women's University)
  • 박하영 (성신여자대학교 심리학과) ;
  • 김정규 (성신여자대학교 심리학과)
  • Received : 2018.08.15
  • Accepted : 2018.12.17
  • Published : 2018.12.31


Background: The purpose of this study was to examine the moderating effect of resilience and social support to analyze that call center consultants' emotional labor impacts on the burnout. Methods: A survey questionnaire was conducted to people who work at call center in Gwangju and Deagu. The data from 444 were analyzed. Results: The result from the hierarchical multiple regression is as follows. First, deep acting decreased burnout, but surface acting of emotional labor increased burnout. Also, frequency of emotion display, variety of emotion required to be expressed and attentiveness to required display rules increased burnout. Second, Resilience had moderating effect between deep acting and burnout. Third, the moderate effect of interaction of social support from leader with surface action was found at burnout. Also, moderating effect of social support from leader were shown in frequency of emotion display with burnout and attentiveness to required display rules with burnout. Fourth, social support from colleague did not have buffering effect on emotional labor and burnout. Conclusions: It is expected that the moderator variables identified in this study can be used for prevention and treatment of burnout caused by emotional labor.


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