[2022] Mindfulness and emotional exhaustion in call center agents in the Philippines: moderating roles of work and personal characteristics

Peerayuth Charoensukmongkol & Jenette Villegas Puyod (2022) Mindfulness and emotional exhaustion in call center agents in the Philippines: moderating roles of work and personal characteristics, The Journal of General Psychology, 149:1, 72-96, DOI: 10.1080/00221309.2020.1800582

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.