Abstract

This research explored the association between the mindfulness of call center agents in the Philippines and the level of emotional exhaustion they experienced. The study also contributes to the literature by investigating the role of call center agents’ work (job demands and supervisory position) and personal characteristics (age and marital status) as moderating factors that might influence the effect of mindfulness on emotional exhaustion. Survey data were collected from 412 call center agents from 5 call center companies in the Philippines. Partial least squares structural equation modeling was used for data analysis. The results supported a negative association between mindfulness and emotional exhaustion. Moreover, the analysis of the moderating effect found that the negative effect of mindfulness on emotional exhaustion was particularly strong for call center agents who: (1) experienced high job demands; (2) held a supervisory position; (3) were single, and (4) were younger.

摘要

这项研究探讨了菲律宾呼叫中心座席的正念与他们经历的情绪疲惫程度之间的关联。该研究还通过调查呼叫中心座席的工作（工作要求和监督职位）和个人特征（年龄和婚姻状况）作为可能影响正念对情绪衰竭影响的调节因素的作用，为文献做出了贡献。调查数据来自菲律宾 5 家呼叫中心公司的 412 名呼叫中心代理。偏最小二乘结构方程模型用于数据分析。结果支持正念和情绪衰竭之间的负相关。而且，调节效应分析发现，正念对情绪耗竭的负面影响对于以下呼叫中心座席尤为强烈：（1）工作要求高；（二）担任监事职务；(3) 单身，(4) 更年轻。