March 2015 1) 2 2010 1970 e.g., Bolfing, 1989 ; Liefeld, Edgecombe, & Wolfe, 1975 20041980 2005 Smith, Bolton, & Wagner 1999 2005 ACAP complaint 1999 claim 2002
120 Gilly & Gelb 1982 Hochschild 1983 2000 emotional labor 2006 Zapf, Vogt, Seifert, Mertini, & Isic 1999Emotional work 2006 Hochschild e.g 2005 ; Morris, & Feldman, 1996Hochschild 1983 2000 2007 3 Zapf, et al. 1999 5 Frankfurt Emotion Work Scale 2004 Zapf, et al. 1999 4 2007
March 2015 e.g.2010 ; Morris, & Feldman, 1996 2004 e.g., Adelmann, 1995 : Zapf, et al., 1999 Zapf, et al. 1999 2008 2006 4 Golman 1995 EI Emotional Intelligence 2008 Stauss & Seidel 2004 2008 4 2008 2008 2005 2004 3 3 Hochschild 1983 2000 2006 Zapf, et al. 1999
120 Figure 1 2007 Hochschild, 1983 2000 2007 2008 Figure 1 ACAP Association of Consumer Affairs Professionals 600 12 148 9 1 1 1 2011 8 138 93.24 31 22.5 107 77.5 20 6 4.3 30 32 23.2 40 51 37.0 50 43 31.2 60 5 3.6 1 0.7 45.31 SD 8.94 1 2 3 4 5 15 5 6 1 5 5
March 2015 2007 2004 9 21 15 5 Table 1 Stauss & Seidel 2004 2008 4 2007 3 2008 25 1 5 5 Table 2 Davis, Stankov, & Roberts 1998 Wong & Law 2002 Wong & Law EI Scale WLEIS WLEIS 16 4 3 9 1 5 5 2005 20055 22 18 3 15 2005 1 15 5 Table 4 57.61 4.8 SD 42.49 2 180 8.74 SD 13.52 2 120 71.80 SD 8.94 10 360 3 5 3.56 SD 1.02 5 3.42 SD.97
120 Table 1 h 2.961.157.118.795.698.090.039.565.674.145.061.499.670.149.176.399.535.149.038.398.479.188.009.363.053.813.001.710.033.722.018.583.035.031.952.904.017.051.474.232 α.842.542.001 α.743.000 α.631 21 3 10 Table 1 M 3.83 SD.71 M 3.42 SD.87 M 1.67 SD.65 2004 α 2007 F 1,1351.36, n.s. M 3.70 SD.89n 57 M 3.94 SD.69n 80 M 3.31 SD.83n 57 M 3.58 SD.92n 80 F 1,1353.39 F 1,1353.29 p.1 β. 161 p.1β.045 n.s. β.119 n.s. F 3,1342.48, R 2.053, p.1 e.g., Adelmann, 1995 : Zapf, et al., 1999
March 2015 β.292 p.01β.169 p.1β.091 n.s. R 2.072, p.05 25 6 20 Table 2 M 3.27 SD.62 M 3.95 SD.54 M 3.43 SD.93 M 3.74 SD.55 M 3.78 SD.63 M 3.77 SD.73 α 2006 2008 WLEIS 9 WLEIS Table 2 h 2.790.102.158.034.185.106.386.721.062.167.183.015.307.611.655.025.144.088.156.140.370.592.200.107.141.061.135.557.587.096.144.101.035.147.723.557.077.045.042.227.089.725.021.753.018.005.065.063.335.087.745.116.072.010.060.516.028.658.059.115.061.077.522.191.432.176.065.138.055.579.083.041.939.009.063.035.464.087.061.766.005.032.067.481.015.071.071.848.001.172.612.133.180.013.588.020.138.573.100.019.075.536.081.128.455.041.010.078.023.865.022.843.037.058.030.074.807.103.683.152.074.195.052.022.599.565.011.016.292.012.029.577.556.075.077.135.102.104.535.266 α.815.480.253.510.428.383 α.752.056.338.114.342 α.879.264.147.353 α.706.267.233 α.792.315 α.675
120 2 α.807 α.773 Table 3 F 6,129 6.87, R 2.242, p.001 β.185 p.05 β.276 p.01 β.133 n.s.β.072 n.s.β.058 n.s. β.124 n.s. F 1,13619.79, R 2.127, p.001 β.356, p.001 15 2 15 4 Table 4 M 2.43 SD Table 3.252.003.268.002.193.024.414.000.212.013.362.000.426.000.054.534.304.000.325.000.592.000.374.000 p Table 4 h 2.795.088.008.119.541.681.055.015.102.650.653.206.102.025.321.003.858.030.005.503.180.652.196.069.458.030.529.059.107.764.090.001.949.029.859.091.022.624.045.274.147.088.454.028.408.105.144.031.718.494.146.207.054.690.554.215.123.064.599.529.203.295.119.462.380 α.759.202.194.463 α.764.499.197 α.720.364 α.764
March 2015.81 M 2.06 SD.94 M 2.46 SD 1.01 M 2.51 SD.74 F 4,13313.49, R 2.289, p.001 β.388 p.001 β.026 n.s. β.352 p.001 β.021 n.s. Figure 1 GFI.880, AGFI.720, RMSEA.209, AIC 115.13, χ 1283.13, 2 p.001 C. R..11 LM Figure 2 5 GFI.976, AGFI.918, RMSEA.053, AIC 51.06, χ 811.06, 2 p.198 GFI AGFI.90 RMSEA AIC χ 2 Figure 2
120 3 2007 2004 3 2004 2004 2 Adelmann 1995 Zapf, et al. 1999 2004 2006
March 2015 6 Stauss & Seidel 2004 2008 2006 2008 6 Hochschild 1983 2000 Stauss & Seidel, 2004 2008 Lemkau, Rafferty, Purdy, & Rudisill 1987 2008 Stauss & Seidel 2004 2008 2005 4 2005 2013
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120 The Effect of Complaint Procedures as Emotional Labor on Mental Health: Focusing on Subjective Stress and Job Satisfaction ABSTRACT This study regards complaint procedures as a kind of work termed emotional labor. Emotional labor is defined as the required emotional regulation to display desired emotions during the interaction with customers. The main purpose of this study is to investigate the effect of complaint procedures as emotional labor on mental health, that is, subjective stress and job satisfaction. A hundred and thirty-eight workers at customer service centers were asked to complete a questionnaire by the mail survey method. A factor analysis revealed that the concept of emotional labor for workers at customer service centers had three factors: positive emotions display, sensitivity requirements, and negative behavior display. In particular, positive emotions display tended to increase subjective stress. Furthermore, the aptitude scale for emotional labor (for workers at customer service centers) was also developed, and the high levels of professional skills and motivation led to higher job satisfaction. Key Words: complaint procedures, emotional labor, mental health