Korean Journal of Occupational Health Nursing (한국직업건강간호학회지)

Korean Academic Society of Occupational Health Nursing (한국직업건강간호학회)
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A Study on the Cognitive Coping Strategies by Job Stress Level of Call Center Workers

콜센터 근로자의 직무 스트레스 수준에 따른 인지적 대처전략

  • Kim, Jung-Im (Department of Nursing, Gangneung Yeongdong College) ;
  • Kim, Soon-Lae (College of Nursing, The Catholic University of Korea) ;
  • Lee, Jin-Hwa (Graduate School, The Catholic University of Korea)
  • 김정임 (강릉영동대학교 간호학과) ;
  • 김순례 (가톨릭대학교 간호대학) ;
  • 이진화 (가톨릭대학교 대학원)
  • Received : 2013.07.26
  • Accepted : 2013.08.20
  • Published : 2013.08.31
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Abstract

Purpose: This study aimed to investigate the job stress level of call center workers and figure out its relation with cognitive emotion regulation strategies as a cognitive coping strategy. Methods: Data collection was conducted on 985 call center workers, working for K companies in Korea. ANOVA, t-test, Scheffe's test and multiple regression have been conducted for the data analysis using SAS 9.0 software. Results: The total job stress score of subjects ranges $Q_{25{\sim}49}$ (the lower 50%) whereas the score of job demand and job control ranges $Q_{50{\sim}74}$ (the upper 50%), and its sectional job stress level is high. Since job stress is the major factor affecting cognitive emotion regulation strategies, it is shown that when the job stress score gets higher, the score of positive cognitive emotion regulation strategies gets decreased but the score of negative cognitive emotion regulation strategies, increased. Conclusion: Based on the results of this study, it is necessary to develop and apply an effective stress easing method for call center workers which reduces negative cognitive emotion regulation strategies and increases positive ones.

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References

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