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Undergraduate Research Project

Permanent URI for this collectionhttps://hdl.handle.net/20.500.14583/29

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Committee Chair: search.filters.chair.Ebay, JorgeDegree: search.filters.degree.Bachelor of Arts in Psychology

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    Emotion work and its relation to job burnout and job satisfaction among call center agents in Iloilo City
    Bañas, Mechaela E. (Division of Social Sciences, College of Arts and Sciences, University of the Philippines Visayas, 2006-04)
    The current study aimed to describe the level of emotion work among call center agents in Iloilo city including the differences in their levels of emotion work between sex groups and types of call center work. It also attempted to show the relationship of emotion work to job burnout and job satisfaction. The design of the study was descriptive-correlational. Analyses were based on a sample of thirty available male and female (30) inbound and outbound call center agents from selected call centers in Iloilo city. Three data gathering instruments were used in this study, namely: Emotional Labour Scale (ELS), Maslach Burnout Inventory (MBI), and Job Satisfaction Survey (JSS). Statistical tools employed in the study were means for descriptive analysis, Mann - Whitney U for tests of difference and Spearman’s rho for correlations. Level of significance was set at 0.05 for both tests. The findings revealed that call center agents occasionally have intense experience of emotion work, whereas they sometimes experience a variety of emotion work. Moreover, they used deep acting regulation of emotion more compared to surface acting . Emotion work is correlated with job satisfaction while no relationship was found between emotion work and job burnout. Significant differences in the levels of emotion work existed both for groups based on sex and type of work.
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    Marital satisfaction, gender equity, and marital conflict among selected elderly couples in Guimbal, Iloilo
    Asorio, Shiela Mae S.; Pradilla, Lea Angela S. (Division of Social Sciences, College of Arts and Sciences, University of the Philippines Visayas, 2007-03)
    The study was conducted to find out the relationship among marital satisfaction, gender equity, and marital conflict among old married couples, as well as their pattern of conflict resolution. Nineteen (19) elderly couples from Guimbal, Iloilo married for at least 25 years and living with their families at the time of the study participated. The instruments used were the shortened version of the Comprehensive Marital Satisfaction Scale by Blum and Mehrabian (1999), the Gender Equity on Household Labor Scale, and the Conflict Resolution Questionnaire. Results show that marital satisfaction and marital conflict have a significant negative correlation at -0.460 [a=0.01 level of significance (2-tailed test)]. However, there was no correlation between marital satisfaction and gender equity at -0.214 and gender equity and marital conflict at 0.252 [a=0.01 level of significance (2-tailed test)]. The mean score (19.29) on the shortened version of the Comprehensive Marital Satisfaction Scale by Blum and Mehrabian (1999) indicates that the respondents have a high level of marital satisfaction. There was also a significant gender difference in the distribution of household labor as perceived by the males and the females with to=-16.36 (tc=<-2.042 or >2.042). Lastly, with regards conflict resolution, majority of the respondents use the compromise style. The outcomes of the study support previous studies which state that elderly marriages experience high level of marital satisfaction and less marital conflict.