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UPV Theses and Dissertations

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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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    A descriptive study on how adolescents respond to value-bearing communication
    Asong, Mariver A.; Bobe, Minnie Marie M.; Guadalquiver, Nanette L.; Jalover, Carol P.; Niembra, Lorlyn C.; Rasmo, Anna Vina Lisa L.; Salazar, Ma. Jonalyn U.; Tupas, Euridice L. (Division of Humanities, College of Arts and Sciences, University of the Philippines Visayas, 1995-03)
    This study is an attempt to re-validate the study framework of Dr. Jacobson Kliatchko, which he used in his dissertation entitled, Communication and Attitude Development: A Philosophical Perspective. The framework deals with the development of attitudes after exposure to value-bearing communication. Because this study does not deal with the cause and effect relationship, the variables are rather called as components. The components of such study framework are: environment, value-bearing communication, and attitude. In this study, the environment is Marillac Academy. The value-bearing communication is the module on good study habits. And the attitude is the study habits of the respondents. needed data. Purposive sampling was used to determine the respondents. The essays and interviews with the students and the questionnaires filled up by the parents were the instruments designed to elicit the needed data. The general objective of this study is to determine how adolescents respond to value-bearing communication. Results reveal that although most of the respondents did not follow their study schedule, all of them have allotted time for their studies as reflected by the filled up observation sheets accomplished by the parents. This suggests that there is favorable response on the part of the respondents towards value-bearing communication. The study framework of Dr. Kliatchko that was used in the study shows that there is indeed an attitude formed when a value-bearing communication is inputted to a certain environment.