The Role of Occupational Stress in the Association between Emotional Labor and Mental Health: A Moderated Mediation Model

Abstract

This study investigated whether occupational stress factors moderate the effect of emotional labor on psychological distress in call center employees. A cross-sectional and descriptive study using anonymous paper-based survey methods was conducted in a sample of 283 call center employees in South Korea. Participants completed the Emotional Labor Scale, the Depression Anxiety Stress Scale, and the Korean Occupational Stress Scale. Moderated mediation analyses were conducted using the PROCESS macro in order to investigate the relationship among variables. The results showed that the association between surface acting while having emotional labor and psychological distress was mediated by emotional dissonance. The mediated effect of emotional dissonance was moderated by discomfort in occupational climate, suggesting that improving the occupational environment can lessen the level of psychological distress among emotional workers, and that more attention should be devoted to the development of an intervention at the organizational level in order to prevent mental health problems in this population.

Relationship Between Emotional Labor and Mental Health in Preschool Teachers: Mediation of Psychological Capital

“…Shu et al (2017), in a study of nurses, discovered that the surface acting of emotional labor strategy has a significant negative effect on self-assessed anxiety in mental health, whereas deep acting had a significant positive effect on self-assessed anxiety. Researchers have identified that surface acting had a negative predictive effect on mental health of employees, whereas deep acting and expression of naturally felt emotions had positive predictive effects (Huang et al, 2010;Park et al, 2019). Summarizing these arguments, this study posited the following hypothesis: H1: Emotional labor has a negative effect on mental health in preschool teachers.…”

Analyzing the Job Demands-Control-Support Model in Work-Life Balance: A Study among Nurses in the European Context

“…Previous studies with this model support the association between poor work results (for example, exhaustion, stress, poor well-being, etc.) with high levels of demands or work load (for example, [28][29][30]), low control over work, or the degree of autonomy in the application of labor decisions (for example, [31][32][33]). In addition, the low level of support perceived by colleagues or supervisors also influences (for example, [27,34]).…”

Attitudes towards Statistics among Business Students: Do Gender, Mathematical Skills and Personal Traits Matter?

“…The Model's Dependent Variable: Attitudes towards Statistics Using a linear regression model enabled us to simultaneously find how attitudes towards statistics depend on gender, mathematical skills, and personal traits (See Figure 1). We used the following model: A method for distinguishing between direct and indirect gender effects is to use mediation analyses [47,48]. An alternative approach is to have different sets of variables in the regression model [49][50][51].…”