Influence of emotional dissonance and job burnout on well-being of call center employees of BPO companies in selected areas of Cavite / by Cindy N. Cabacas, Joan S. Dela Cruz and Keith Alrie Lallayne F. Garcia.

Thesis (Bachelor of Science in Business Management) Cavite State University

Includes bibliographical references.

College of Economics, Management and Development Studies (CEMDS)

CABACAS, CINDY No, DELA CRUZ, JOAN so, and GARCIA, KEITH ALRIE
LALLAYNE F. Influence of Emotional Dissonance and Job Burnout on Well-being of Call
Center Employees of BPO Companies in Selected Areas of Cavite. Undergraduate
Thesis. Bachelor of Science in Business Management Major in Human Resource
Development Management. Cavite State University, Indang, Cavite. June 2018. Adviser:
Ms. Tania Marie P. Melo.

This study was conducted to determine the effects of emotional dissonance and job
burnout on well-being of call center employees in Business Process Outsourcing (BPO)
companies in selected areas of Cavite. Specifically, it aimed to: (l) determine the socio
demographic profile of call center employees in selected BPO companies; (2) determine the
level of emotional dissonance of call center employees; (3) determine the level of job burnout of
call center employees; (4) determine the well-being of call center employees; (5) compare the
emotional dissonance of participants according to their socio demographic;(6) compare the job
burnout level of participants according to their socio demographic profile; (7) compare the state
of being of participants according to their socio-demographic profile; (8) identify the relationship
between emotional dissonance and well-being of call center; and (9) and assess relationship
between job burnout and well-being of call center employees.
The participants of the study were 207 call center employees from four companies in
selected areas of Cavite. A questionnaire was used to gather data from the participants.
Frequency count, percentage, mean, and standard deviation were computed to answer the
objectives. Five-point Likert scale was also used to measure the variables. Spearman rank
correlation, point biserial correlation and Chi-square test were used to determine the
relationship between variables.
Results for the sociodemographic profile yielded 49.3 percent of the participants were
male while 50.7 percent of them were female; their age ranged from 24 to 40 years.
77.8 percent were single, while 22. 2 percent of them were married, participants were
relatively new in their job, having three years and below of length of service. The participants
worked in thrice shift schedule. Also, 79.7 percent of them were regular employees.

Results revealed that there was a very high emotional dissonance of felt and display
emotions at work. There was a high level of job burnout at work. Also, there was a good level
of state of being at work.
It was found out that civil status, length of service, work shift and work status were

significantly relationship with emotional dissonance, level of job burnout and level of well-
being. There is a significant relationship between emotional dissonance and level of job

burnout. There is a significant relationship between emotional dissonance and well-being and
there is also a significant relationship between the level of job burnout and level of well-being
of the call center employees.

Submitted copy to the University Library. 11/22/2018 T-7683