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

Charoensukmongkol, Peerayuth; Puyod, Jenette Villegas

doi:10.1080/00221309.2020.1800582

Cited by 77Stress and Burnout ResearchMindfulness and Compassion InterventionsJob Satisfaction and Organizational Behavior

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

Charoensukmongkol, Peerayuth, Puyod, Jenette Villegas·2022·The Journal of General Psychology

DOI 10.1080/00221309.2020.1800582

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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.

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Recent studies examining Eastern samples have yielded the same findings in the academic domains and in achievement-related domains.
“Recent studies examining Eastern samples have yielded the same findings in the academic domains [26, 27, 34, 36] and in achievement-related domains [81–83].”
From Benefits of mindfulness in academic settings: trait mindfulness has incremental validity over motivational factors in predicting academic affect, cognition, and behavior (2022) · cites this paper as [83]

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Authors: Charoensukmongkol, P., & Puyod, J. V.
Affiliations: National Institute of Development Administration (TH)
Assumption University (TH)
Corresponding author: Charoensukmongkol, Peerayuth
ORCID: Charoensukmongkol, Peerayuth
Puyod, Jenette Villegas
Venue: The Journal of General Psychology
Publisher: Informa UK Limited
Published: 2020-08-04
Volume: 149
Issue: 1
Pages: 72-96
ISSN: 0022-1309 (ISSN-L)
1940-0888
DOI: 10.1080/00221309.2020.1800582
OpenAlex: W3047396941
Cited by: 77
References: 83
Citations by year: 2026: 4 · 2025: 8 · 2024: 15 · 2023: 15 · 2022: 25 · 2021: 10
FWCI: 13.66
Type: journal article
Language: en
Open access: closed
Locations: The Journal of General Psychology (publishedVersion)
PubMed (publishedVersion)
Funders: National Institute of National Development and Assumption University
Topics: Social Sciences › Psychology › Social Psychology › Stress and Burnout Research
Social Sciences › Psychology › Clinical Psychology › Mindfulness and Compassion Interventions
Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Job Satisfaction and Organizational Behavior
Keywords: mindfulness, emotional exhaustion, call center employees, job demands, supervisory roles, marital status, age, moderating effect, occupational stress, Philippines
MeSH terms: Call Centers, Emotions, Humans, Philippines, Surveys and Questionnaires, Mindfulness

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

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