콜센터상담원의 감정노동과 직무스트레스 간의 관계: 직무 관련 부정정서상태와 회피분산적 정서조절양식의 이중매개효과

This study aimed to examine the sequential multiple mediation effects of work-related negative affective states and avoidant-diffusive emotion regulation strategies in the relationship between emotional labor and job stress among emotional laborers. A online survey was conducted with 568 call center counselors across the country. Based on the collected data, frequency analysis, descriptive statistics, correlation analysis, reliability analysis, and structural equation modeling were conducted using SPSS 22.0 and AMOS 23.0 programs. Emotional labor had a significant direct effect on increased job stress. Furthermore, the indirect effects confirmed within the research model demonstrated that both work-related negative affective states and avoidant-diffusive emotion regulation strategies played key mediating roles in the pathway from emotional labor to job stress. Specifically, the study verified a sequential mediation path involving these two variables. These findings provide meaningful implications. This study used dual mediation analysis to empirically examine the emotional transfer mechanisms of emotional labor and the need for interventions, providing a basis for supporting workers’ recovery, adaptation, and competency development. Limitations and suggestions for future research are also discussed.