Convergence Study on Emotional Labor, Stress Response and Turnover Intention of Call-center Worker

Kim, Jung-Im; Choi, Bo-Ram

doi:10.15207/jkcs.2015.6.6.139

Cited by 6 publications

(3 citation statements)

References 11 publications

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“…As nurses interact closely with fellow nurses and other medical institution workers, the relationship between nursing managers and their colleagues is closely related to nursing performance [5]. As such, social support, as a variable that can be adjusted within an organization, positively affects organizational productivity and psychological stability, consequently influencing nursing performance [31]. In particular, nursing perform-ance is improved by the interactions between environmental and personal factors.…”

Section: Discussionmentioning

confidence: 99%

Factors Influencing Nurses’ Job Performance in Korea and Mongolia: A Cross-Sectional Study

Bayarsaikhan,

Shin

2023

J Korean Acad Fundam Nurs

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Purpose: This study aimed to identify the factors influencing job performance among Korean and Mongolian nurses.Methods: This descriptive cross-sectional study was conducted to identify the factors affecting job performance among Korean and Mongolian nurses. In Korea, data collected using paper questionnaires from 129 nurses in wards caring for cancer patients were analyzed. In Mongolia, data from 131 individuals collected through an online questionnaire were analyzed. Descriptive statistics, the independent t-test, one-way analysis of variance, Pearson’s correlation coefficients, and multiple regression analysis with SPSS/WIN 25.0 were utilized for data analysis.Results: Multiple regression analysis revealed that based on the Korean data, grit (β=.35, p<.001) and social support (β=.29, p=.001) were the main variables explaining job performance. The explanatory power of the model was approximately 41%. Meanwhile, multiple regression analysis of the Mongolian data revealed grit (β=.37, p=.001) and age (β=-.19, p=.027) as the main variables explaining job performance. The explanatory power of the model was approximately 8%.Conclusion: Grit strongly affected the job performance of nurses in both countries. Their grit may be improved by developing educational programs that help nurses clearly set self-development goals and ultimately improve their job performance. As social support also significantly affected the job performance of Korean nurses, this factor may be considered in improving the job performance of nurses in Mongolia.

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Section: Discussionmentioning

confidence: 99%

Factors Influencing Nurses’ Job Performance in Korea and Mongolia: A Cross-Sectional Study

Bayarsaikhan,

Shin

2023

J Korean Acad Fundam Nurs

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“…If an individual can adequately control stress, it plays a positive role and thus is called eustress. Stress can also play a dysfunction role if it becomes impossible for one to self-regulate; this is called distress [26], which is commonly used in a negative sense [27][28][29][30]. That is, different people may experience different levels of stress in response to the same event, depending on their subjective judgment [31].…”

Section: Stressmentioning

confidence: 99%

A Convergence Study on the Relationship between Perfectionism, Stress, and Burnout among College Golf Athletes

Bum¹,

Yoo²,

Jung³

2017

Journal of the Korea Convergence Society

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The purpose of this study was to investigate the relationship among perfectionism, stress, and burnout in college golf athletes. Participants were 221 college students. Self-oriented perfectionism and socially prescribed perfectionism were found to be the antecedent variables causing stress. Self-oriented perfectionism reduced personal accomplishments, and socially prescribed perfectionism increased the level of burnout. Additionally, perceived stress not only engendered emotional exhaustion but also reduced personal accomplishments. Regarding indirect effects, self-oriented perfectionism and socially prescribed perfectionism increased the level of stress and affected athletes' emotional exhaustion and lack of accomplishments. The results will be of use for helping athletes to escape from the perfectionism that occurs due to their obsession with winning, thus laying the foundation for athletes to continue to enjoy their sports.•

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“…Kim and Choi 2015;Zito et al 2018;Griffin 2021) (social science),(Valle, Ruz, and Masías 2017) (ML), (Reissová and Papay 2021) (social science, informatics). In(Brown et al 2022) (social science), the role of professional pride is studied, and this perspective is especially interesting in the case of HOCUS because of the change in the framing of the human operator in such systems (as also discussed in Section ).…”

mentioning

confidence: 99%

Customer Service Combining Human Operators and Virtual Agents: A Call for Multidisciplinary AI Research

Kraus

Oshrat

Aumann

et al. 2023

AAAI

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The use of virtual agents (bots) has become essential for providing online assistance to customers. However, even though a lot of effort has been dedicated to the research, development, and deployment of such virtual agents, customers are frequently frustrated with the interaction with the virtual agent and require a human instead. We suggest that a holistic approach, combining virtual agents and human operators working together, is the path to providing satisfactory service. However, implementing such a holistic customer service system will not, and cannot, be achieved using any single AI technology or branch. Rather, such a system will inevitably require the integration of multiple and diverse AI technologies, including natural language processing, multi-agent systems, machine learning, reinforcement learning, and behavioral cloning; in addition to integration with other disciplines such as psychology, business, sociology, economics, operation research, informatics, computer-human interaction, and more. As such, we believe this customer service application offers a rich domain for experimentation and application of multidisciplinary AI. In this paper, we introduce the holistic customer service application and discuss the key AI technologies and disciplines required for a successful AI solution for this setting. For each of these AI technologies, we outline the key scientific questions and research avenues stemming from this setting. We demonstrate that integrating technologies from different fields can lead to a cost-effective successful customer service center. The challenge is that there is a need for several communities, each with its own language and modeling techniques, different problem-solving methods, and different evaluation methodologies, all of which need to work together. Real cooperation will require the formation of joint methodologies and techniques that could improve the service to customers, but, more importantly, open new directions in cooperation of diverse communities toward solving joint difficult tasks.

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Convergence Study on Emotional Labor, Stress Response and Turnover Intention of Call-center Worker

Cited by 6 publications

References 11 publications

Factors Influencing Nurses’ Job Performance in Korea and Mongolia: A Cross-Sectional Study

Factors Influencing Nurses’ Job Performance in Korea and Mongolia: A Cross-Sectional Study

A Convergence Study on the Relationship between Perfectionism, Stress, and Burnout among College Golf Athletes

Customer Service Combining Human Operators and Virtual Agents: A Call for Multidisciplinary AI Research

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