Effects of Job Stress on Self-Esteem, Job Satisfaction and Turnover Intention : The Moderating Effects of Turnover Experience of Call Center Inbound Female Counselors

This study is focused on inbound call center female counselors who easily exposed to emotional labor when customers express anger, hostility and swear words towards invisible targets on the phone. This study aims to see the effects of job stress on job satisfaction and turnover intention, and mediating effect of self-esteem and moderating effect of turnover experience. Total of 244 valid questionnaire were collected. Job stress has significantly negative effect on job satisfaction and self-esteem, respectively. Self-esteem has significantly positive effect on job satisfaction. Job satisfaction has significantly negative effect on turnover intention. It was showned that self-esteem has partially mediating effect, and turnover experience had a moderating effect, too. It is required to shed new light on the roles of self-esteem among determinants of job satisfaction. the moderating effect verification result of turnover experience means it is a problem that call centers have regarded turnover of counselors as natural, calling this sacrificial HR strategy.