IDEAS home Printed from https://ideas.repec.org/a/wly/nuhsci/v19y2017i2p228-236.html
   My bibliography  Save this article

Mental health status and its predictors among call center employees: A cross‐sectional study

Author

Listed:
  • Hyunjin Oh
  • Heyeon Park
  • Sunjoo Boo

Abstract

In this study, we assessed the mental health of Korean call center employees and investigated the potential predictors of their mental health status. A cross‐sectional study using self‐completing questionnaire was conducted for employees working for a credit card call center. A total of 306 call center employees completed the Depression Anxiety Stress Scale, the Emotion Labor Scale, and the Korean Occupational Stress Scale. The results showed that more than half of the participants reported high levels of depression, anxiety, and stress. A multiple regression analysis indicated that the total scores on the Depression Anxiety Stress Scale were predicted by perceived health, job satisfaction, job demands, organizational injustice, and emotional dissonance suggesting that, in the interest of improving the mental health of call center employees, their job demands and emotional dissonance should be reduced and the work environment be improved. Consideration should be given to providing routine assessments of mental health, including depression, anxiety, and stress, and the corresponding need for the development of an intervention program and other work‐related policies that would protect employees from the risk of poor mental health outcomes.

Suggested Citation

  • 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.
    • Handle: RePEc:wly:nuhsci:v:19:y:2017:i:2:p:228-236
    DOI: 10.1111/nhs.12334
    as

    Download full text from publisher

    File URL: https://doi.org/10.1111/nhs.12334
    Download Restriction: no
    File URL: https://libkey.io/10.1111/nhs.12334?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Stephen Deery & Roderick Iverson & Janet Walsh, 2002. "Work Relationships in Telephone Call Centres: Understanding Emotional Exhaustion and Employee Withdrawal," Journal of Management Studies, Wiley Blackwell, vol. 39(4), pages 471-496, June.
    2. Tuten, Tracy L. & Neidermeyer, Presha E., 2004. "Performance, satisfaction and turnover in call centers: The effects of stress and optimism," Journal of Business Research, Elsevier, vol. 57(1), pages 26-34, January.
    3. Ybema, Jan F. & van den Bos, Kees, 2010. "Effects of organizational justice on depressive symptoms and sickness absence: A longitudinal perspective," Social Science & Medicine, Elsevier, vol. 70(10), pages 1609-1617, May.
    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. 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.
    2. Dahyeon Lee & Kang-Sook Lee & Ahnna Lee & Hyeju Ahn & Hyun-Kyung Lee & Hyekyeong Kim & Jakyoung Lee & Hong-Gwan Seo, 2021. "Successful Smoking Cessation among Women Smokers Based on Utilizing National Smoking Cessation Service Type in Korea," IJERPH, MDPI, vol. 18(12), pages 1-12, June.
    3. 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.

    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. Rahman, Shaikh Moksadur, 2020. "Relationship between Job Satisfaction and Turnover Intention: Evidence from Bangladesh," Asian Business Review, Asian Business Consortium, vol. 10(2), pages 99-108.
    2. María José Sanzo & Luis Ignacio Álvarez & Marta Rey, 2017. "Lights and Shadows of Business-Nonprofit Partnerships: The Role of Nonprofit Learning and Empowerment in this Ethical Puzzle," Sustainability, MDPI, vol. 9(8), pages 1-21, August.
    3. Devina Oodith, 2017. "Customer Perceptions of Skills of Agents in Effectively Managing Their Needs within a Call Center," Journal of Economics and Behavioral Studies, AMH International, vol. 9(2), pages 58-75.
    4. Sandrine Hollet-Haudebert & Christophe Fournier & Fanny-Juliet Poujol & Ellen Pullins, 2015. "Designing Sales Contests in Call Centers: Understanding Inside Salespeople’s Preferences for Contest Design Attributes and Rewards," Post-Print hal-02044554, HAL.
    5. Yuhyung Shin & Won-Moo Hur & Kyungdo Park & Hansol Hwang, 2020. "How Managers’ Job Crafting Reduces Turnover Intention: The Mediating Roles of Role Ambiguity and Emotional Exhaustion," IJERPH, MDPI, vol. 17(11), pages 1-17, June.
    6. Minjeong Kang & Taeshik Gong, 2019. "Dysfunctional customer behavior: conceptualization and empirical validation," Service Business, Springer;Pan-Pacific Business Association, vol. 13(4), pages 625-646, December.
    7. Stephen J. Deery & Roderick D. Iverson & Janet T. Walsh, 2010. "Coping Strategies in Call Centres: Work Intensity and the Role of Co‐workers and Supervisors," British Journal of Industrial Relations, London School of Economics, vol. 48(1), pages 181-200, March.
    8. Kaim, Zeev & Romi, Shlomo, 2021. "Work and family in normative and at-risk adolescents’ perception of their future," Children and Youth Services Review, Elsevier, vol. 120(C).
    9. Mañé Vernet, Ferran & Benner, Chris, 2009. "Dead-End Jobs or Career Opportunities? Advancement opportunities in call centers," Working Papers 2072/42870, Universitat Rovira i Virgili, Department of Economics.
    10. Sean O'Brady & Virginia Doellgast & David Blatter, 2024. "The high costs of outsourcing: Vendor errors, customer mistreatment, and well‐being in call centers," Industrial Relations: A Journal of Economy and Society, Wiley Blackwell, vol. 63(1), pages 80-103, January.
    11. Zopiatis, Anastasios & Constanti, Panayiotis & Theocharous, Antonis L., 2014. "Job involvement, commitment, satisfaction and turnover: Evidence from hotel employees in Cyprus," Tourism Management, Elsevier, vol. 41(C), pages 129-140.
    12. Sony, Michael & Mekoth, Nandakumar, 2016. "The relationship between emotional intelligence, frontline employee adaptability, job satisfaction and job performance," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 20-32.
    13. Tatiana V. Volchenko & Lyudmila S. Ruzhanskaya & Maxim A. Fokeev, 2021. "Non-cognitive skills of employees and their influence on voluntary turnover," Upravlenets, Ural State University of Economics, vol. 12(2), pages 87-101, April.
    14. Assist. Ph.D Student Dan Cristian Dabija & Assist. Ph.D Student Ioana N. Abrudan & Lect. Ph.D Alt Monika Anetta, 2009. "Retail Marketing Instruments – An Analytic Approach," Revista Tinerilor Economisti (The Young Economists Journal), University of Craiova, Faculty of Economics and Business Administration, vol. 1(13S), pages 85-96, November.
    15. Sharda, Kirti, 2011. "Back to the Drawing Board: Exploring Gestalts of Work Design in BPO Firms," IIMA Working Papers WP2011-02-04, Indian Institute of Management Ahmedabad, Research and Publication Department.
    16. Burhan, Omar K. & van Leeuwen, Esther & Scheepers, Daan, 2020. "On the hiring of kin in organizations: Perceived nepotism and its implications for fairness perceptions and the willingness to join an organization," Organizational Behavior and Human Decision Processes, Elsevier, vol. 161(C), pages 34-48.
    17. Edmondson, Diane R. & Boyer, Stefanie L., 2013. "The Moderating Effect of the Boundary Spanning Role on Perceived Supervisory Support: A Meta-Analytic Review," Journal of Business Research, Elsevier, vol. 66(11), pages 2186-2192.
    18. Pérez-Arechaederra, Diana & Briones, Elena & Lind, Allan & García-Ortiz, Luis, 2014. "Perceived Organizational Justice in Care Services: Creation and multi-sample validation of a measure," Social Science & Medicine, Elsevier, vol. 102(C), pages 26-32.
    19. Lindblom, Arto & Lindblom, Taru & Wechtler, Heidi, 2020. "Retail entrepreneurs’ exit intentions: Influence and mediations of personality and job-related factors," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    20. Michael S. Cole & Jeremy B. Bernerth & Frank Walter & Daniel T. Holt, 2010. "Organizational Justice and Individuals' Withdrawal: Unlocking the Influence of Emotional Exhaustion," Journal of Management Studies, Wiley Blackwell, vol. 47(3), pages 367-390, May.

    More about this item

    Statistics

    Access and download statistics

    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:wly:nuhsci:v:19:y:2017:i:2:p:228-236. 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: Wiley Content Delivery (email available below). General contact details of provider: https://doi.org/10.1111/(ISSN)1442-2018 .

    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.