콜센터 근로자의 직무 스트레스 수준에 따른 인지적 대처전략

• 영문명: A Study on the Cognitive Coping Strategies by Job Stress Level of Call Center Workers
• 발행기관: 한국직업건강간호학회
• 저자명: 김정임(Kim, Jung-Im) 김순례(Kim, Soon-Lae) 이진화(Lee, Jin-Hwa)
• 간행물 정보: 『한국직업건강간호학회지』제22권 제3호, 257~265쪽, 전체 9쪽
• 주제분류: 의약학 > 간호학
• 파일형태: PDF
• 발행일자: 2013.08.31

영문 초록

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, Scheffé’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.

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스트레스 대처 근로자 Stress Coping Workers