Psycho-Organizational Predictors of Mental Distress in Call Center Employees.

Abstract

This study aimed at exploring mental distress themes that arise as a consequence of organizational design elements and emotional labor in a call center landscape. Organizational design elements were postulated through Arnold Bakker’s JD-R model in the form of Job Demands (Job Autonomy & Workload) and Job Resources (Peer Support & Supervisor Support). While Emotional Labor was conceptualized according to Prof. Dr. Dieter Zapf’s work on Emotion Work through elements of Emotional Dissonance, Emotional Sensitivity & Emotional Interaction Control. A deductive approach was adopted for this study, that employed the questionnaire method of quantitative study, on a sample size of 269 individuals belonging to different call centers based out of Pakistan. Statistical tests of correlation, regression and mediation analysis were performed on the collected data. The results concluded that Job Demands positively and significantly impacted emotional labor and mental distress. While Job Resources significantly and negatively impacted on mental distress and not emotional labor. Emotional labor significantly mediated the relation between job demands and mental distress and not the relation between job resources and mental distress. The core findings of this study stress confirm mental distress as an occupational hazard in the Pakistani Call Center landscape and an avenue that will help in managing employee attrition and absenteeism