Korean J Occup Health Nurs.  2013 Aug;22(3):257-265.

A Study on the Cognitive Coping Strategies by Job Stress Level of Call Center Workers

• Kim JI
• Kim SL
• Lee JH

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 Q25~49 (the lower 50%) whereas the score of job demand and job control ranges Q50~74 (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.

Keyword

Stress; Coping; Workers

MeSH Terms

Data Collection
Korea