Abstract
The purpose of this study is to empirically verify the mediation effect of job stress moderated by work-life balance in relation to emotional labor and happiness of call center workers. The results of the study are as follows; The mediating effect of job stress on the relationship between emotional labor and happiness was found significantly, and work-life balance moderated the relationship between job stress and happiness. These results suggest that emotional labor affects happiness by decreasing job stress and the effect occurs when the level of work-life balance is high. Call centers can improve employees’ happiness through work-life balance enhancement programs and strategies for dealing with job stress.
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