Emotional Labour and Locus of Control in Call Center Employees: Mediating Effect of Work Motivation

Abstract

The present study aims at studying the mediating relationship of work motivation on the relationship of locus of control and emotional labour among call center employees. A cross-sectional design was used for the same. Standardised questionnaires were sent to call center agents working in the out-bound sector in tier-1 cities. The final sample size used for analysis was 223. The results revealed a significant correlation between internal locus of control and both deep acting and surface acting, which are established components of emotional labor. Call center agents with a higher internal locus of control demonstrated a greater tendency to engage in both forms of emotional labor. This suggests a potential link between internal locus of control and a higher inclination of employees to regulate emotional expressions and responses in accordance with organizational requirements. The study, however, did not provide evidence supporting a significant mediating role of work motivation in the relationship between locus of control and emotional labor. These findings can help the managers of call center employees in taking major leaps in the area of performance improvement and hence their organisational commitment. This can be achieved by helping the employees focus more on their performance and focusing less on emotional regulation by displaying deep acting and surface acting.