Annals of R.S.C.B., ISSN:1583-6258, Vol. 25, Issue 6, 2021, Pages. 16785-16797 Received 25 April 2021; Accepted 08 May 2021.
http://annalsofrscb.ro 16785
Mediating Effect of Social Support and Wisdom on the Relationship between Emotional Labor and Psychological Well-being of Women in Service
Workplaces
Hee Kyung Kim*
*Professor, Department of Nursing, Kongju National University, Gongju, Chungnam, 32588, Republic of Korea
* Corresponding Author:
Name: Hee Kyung Kim Email: [email protected]
Contact: +82-1081933938 Fax: +82-4185003015
Abstract
The purpose of this study is to analyze the intermediate effects of social support and wisdom in the relationship between emotional labor and psychological well-being of service women. The subjects of the study were 102 bankers and collected data while complying with research ethics guidelines. Data analysis performed technical statistics such as mean, standard deviation, frequency, percentage, and Pearson’s correlation coefficients, multiple regression and Sobel test. As a result of analyzing the intermediate effects of social support, at stage 3, emotional labor had a negative effect on the quality of service (β=-.27), and social support had a static effect on the quality of service (β=.41) and showed 28.0% explanatory power. Social support has been shown to have a partial medium effect in relation to emotional labor and quality of service (Z=-3.57, p<.001). In addition, in the effect of wisdom, stage 3 had a negative effect on the quality of service (β=-.19), wisdom had a static effect on the quality of service (β=.61) and had 46.9% explanatory power. Wisdom has been shown to have a partial medium effect in relation to emotional labor and quality of service (Z=-3.48, p<.001). In order to improve the quality of services for service women, it is necessary to develop an arbitration program that can increase social support and wisdom and revitalize it with remuneration education or job training.
Keywords: Service workers; Women; Psychological well-being; Emotional labor; Social support; Wisdom; Mediating effects
Introduction
Recent changes in the industrial structure have led to an increase in customer response and relationship work with customers, and the proportion of service professions performing such work is rapidly expanding. In addition, the emergence of the term "fourth industrial revolution" in 2016 has led to the emergence of the industrial revolution led by artificial intelligence, robot technology and life sciences, resulting in a network and Internet-connected society. The representative banker of the service profession shall be responsible for performing quality duties and improving the quality of services while adapting to various factors such as complexity, speed, interrelationship, and recordability through the computer network.
Workers in these service sectors, whether face-to-face or non-face-to-face, are engaged in emotional labor as well as conventional physical or mental labor when they perform their duties of serving customers. As an element of emotional labor, frequency is the most notable factor, first of all, and secondly, it can be a difficult task to assess how often bankers and customers contact each other, and how well they convey and express emotions. Third, the diversity of emotions is the application of control over one's actions by expressing various emotions in accordance with a particular situation. The fourth factor is the mismatch of emotions, which means uncomfortable
feelings or emotional conflicts experienced by facial expressions and gestures in accordance with the norms demanded by the organization, regardless of their actual feelings. Therefore, emotional labor in the service sector reduces job satisfaction and negatively affects psychological well- being such as turnover and depression (Jeong H. S., 2020; Kim H. J. 2014, Shin J. W., 2012).
Psychological well-being is the concept of how well an individual functions (Ryff C.D., 1989).
Psychological well-being can be enhanced when you accept yourself as you are, maintain a positive relationship with others, have independent control over your surroundings, and have a motivation to realize your potential with your purpose in life. A banker, a service woman, spends more than half of her day at work interacting and responding with customers, colleagues, and bosses, so psychological well-being will affect her quality of life and quality work performance.
Therefore, negative perceptions of emotional labor of bankers should be reduced and mediation measures should be considered in order to increase their psychological well-being.
On the other hand, social support is a positive resource that an individual obtains from important relationships with others (Cohen C. et al., 1983), which can be said to be various forms of positive help from family, friends, and experts. Prior research on factors affecting psychological well-being showed that service workers' grateful disposition had full-mediated social support in their relationship with psychological well-being (Chos. L. et al., 2016). Also, a study of the impact of social support on psychological well-being of early childhood teachers showed that social support has a mediating effect (Jung Y. J. et al., 2019). Therefore, it can be inferred that emotional labor by bankers, who are service workers, can also enhance psychological well-being through social support. And the wisdom of the caregiver in charge of visiting care in the service profession was a critical factor (Kim H. K et al., 2020-a) in determining and solving all daily problems (Kim H. K. et al., 2020-b) and improving the quality of services of visiting caregivers. Wisdom has been shown to have a partial mediating effect in the relationship between self-leadership and quality of services of caregivers visiting again (Kim H.K., 2021). Wisdom was also a very influential factor in the successful aging of older people (Kim H. K., 2020), and wisdom was identified as the most important factor affecting the health preservation of 132 middle-aged adults (Kim H. K., 2015). The study of 648 young, middle-aged and elderly adults reported a high correlation between wisdom, psychological well-being and life satisfaction (Choi S. H., 2015). As a result, wisdom can be predicted to have a major impact on physical and psychological well-being and health in adults.
Therefore, the researcher aims to provide basic data for the development of social support and wisdom programs by analyzing the relationship between emotional labor, social support, wisdom and psychological well-being, and identifying the intermediate effects of social support and wisdom.
Purpose
1. Identify the degree of emotional labor, social support, wisdom and psychological well being of the subject.
2. Identify the relationship between emotional labor, social support, wisdom and psychological well-being of the subject.
3. Analyze the intermediate effects of social support and wisdom in the relationship between emotional labor and psychological well-being of the subject.
Methods Research Design
This study is a descriptive survey that analyzes the intermediate effects of social support and wisdom in the relationship between emotional labor and psychological well-being using questionnaires about emotional labor, social support, wisdom and psychological well-being of female bankers who provide services face-to-face or untact.
Subjects
The subjects of the study designated bankers as a group representing service women. The subjects of the study are service women who work in seven D cities, C province and G city, two D provinces, and S city, who understood the purpose of the study and voluntarily expressed their willingness to participate. They are female bankers, who are 22 to 53 years old and have six months of experience in banking, face-to-face and untact. Using the G-power 3.1.9.4 program, the number of samples required to maintain the three predictors was 99. For regression analysis, effect size.15, magnitude of effect .05, test power of .90 was required. Considering the rate of elimination, the total number of 102 was targeted.
Instruments Emotional labor
Developed by Morris (Morris J. A., et al., 1996) and supplemented by Song (Song Y. J., 2011), this tool was modified and used by the researcher to suit the subject. The tool consists of a total of nine questions, three subdomain of labor frequency, three questions regarding precautions for expressing emotions, and three questions for disagreement of emotions. Each question is a Likert five-point scale from one "not at all" to five "very" points, and the higher the score with an average score of 1-5, the higher the emotional labor. In Song (Song Y. J., 2011), the reliability α of Cronbach was .87, and in this study it was .86.
Social support
Regarding Social support, a self-reported evaluation tool developed by Zimet (Zemet, G.D., et al., 1988), Multidimensional Scale of Perceived Social Support (MSPSS), was measured as a social support tool used by Lee (Lee T. H., 2019). The tool consists of a total of 12 questions about family support, friend support, and special support by meaningful others, consisting of a Likert 5- point scale ranging from 1 'not at all' to 5 'very likely' points. The higher the score with an
average score of 1-5, the higher the social support. At the time of the development of the tool, the reliability coefficient was Cronbach's α=.88 and in this study it was .92.
Wisdom
It used the Korean Wisdom Scale (KMWS) developed by Kim (Kim H.J., 2014). There are 43 questions in total, consisting of four sub-areas: cognitive competence, refinement and balance, positive attitude to life and empathetic interpersonal relations.
It consists of a Likert 5-point scale ranging from 1 'not at all' to 5 'very likely' points. The higher the score with an average score of 1-5, the higher the wisdom. At the time of the development of the tool, the reliability was Cronbach's α=.93 and in this study it was .95.
Psychological well-being
Psychological well-being tools developed by Ryff (Ryff C.D., 1989) were modified and utilized
by this researcher. The tool consists of a total of 44 questions, consisting of six sub-categories:
eight questions for self-acceptance, seven questions for positive interpersonal relations, seven questions for autonomy, seven questions for environmental control, seven questions for life purpose, and eight questions for personal growth. Each question is a five-point scale of Likert from one point of 'not at all' to five points of 'very likely'. Twenty-one questions were scored in reverse. The higher the score with an average score of 1-5, the higher the psychological well- being. In Song (Song, J. D., 2015), the reliability was Chronbach's α=.91 and in this study, it was .93.
Data collection
Researchers and research assistants visited seven branches in D city, one branch in C province and G city, two branches in D province, one branch in S city and asked the branch manager for permission to distribute questionnaires according to the number of bankers. With the help of H bank’s executives, researchers and research assistants were able to hand out and ask them to fill out questionnaires for female employees who provided face-to-face or untact services. Questions were asked using the contact information of researchers or assistants. Before data collection, researchers explained the purpose of research, methods of data collection, and questions to research assistants and trained them to collect data in the same way as researchers. If a subject of research agrees with the research, he/she was required to prepare a written consent form and prepare a questionnaire. It took about 10-15 minutes to complete the questionnaire.
Ethical consideration
This study was approved by the K University Institutional Review Board on the purpose, methodology and rights protection of participants (KNU_IRB_2021-62). Throughout the study, guidelines for ethical research would be followed. The agreement included anonymity and confidentiality, and explained that if subjects want to stop the study even after agreeing to participate in the study according to subject’s voluntary intention, subject can stop participating in the study at any time, and there is no disadvantage. The collected information would be managed under the Privacy Act and announced that it would do its best to ensure the confidentiality of all personal information obtained through research. The data collected after the investigation would be kept in a locked location for three years, and would be subsequently destroyed by means of destruction.
Data Analysis
Using the SPSS/WIN 25.0 program, the general characteristics of the subject and the average and standard deviation of each variable were obtained, and the difference in psychological well-being according to the general characteristics of the subject was obtained by the t-test and ANOVA.
Post result was verified by Scheffe test. The correlation between each variable was analyzed by Pearson's correlation coefficients. In addition, the intermediate effects of social support and wisdom in the relationship between emotional labor and psychological well-being of the subjects were analyzed using multiple linear regression, and the significance test for the size of the intermediate effect was analyzed by Sobel test.
Results
General characteristics of subjects
In the general characteristics of the subjects, 102 female bankers were analyzed, and their workplaces are seven branches in D city, one branch in C province and G city, two branches in D province, one branch in S city. The average age was 38.73±6.56 years, with 51.0% (52 people) aged 40 or older, followed by 38.2% (39 people) aged 30-39. Married couples accounted for 85.3%
(87 people), 62.7% (64 people) of non-religious people, and 89.2% (91 people) of college graduates or higher in educational background. The subjects' working experience was 182.33±84.02 months, accounting for 83.3% (85 people) of the respondents who have worked for more than 15 years and had more than five years of experience. 93.1% (95 people) of the respondents said they had never received education related to psychological well-being over the past year, indicating that they had rarely received education. The total monthly income was over 3.01 million won, accounting for 80.4% (82 people) [Table 1].
Table 1. General Characteristics in Subjects
(N=102)
Variables Categories N(%) M±SD
Age(yr) Under 30 years 11(10.8) 38.73±6.56
30-39 39(38.2)
Over 40 years 52(51.0)
Marriage Married 87(85.3)
single 15(14.7)
Religion yes 38(37.3)
no 64(62.7)
Education High school graduate or
below 11(10.8)
College graduate or higher 91(89.2)
Working experience(months) Less than 120 months 17(16.7) 182.33±84.02 More than 120 months 85(83.3)
Education related to psychological well-
being None 95(93.1)
More than once 7(6.9)
Monthly total income Less than 3 million won 20(19.6) More than 3 million won 82(80.4)
The degree of emotional labor, social support, wisdom, and psychological well-being of the subject
The emotional labor level of the subjects was 3.86±0.32 out of 5 and social support was 4.22±0.56 out of 5. Wisdom was 3.44 ± 0.45 out of 5 and psychological well-being was 3.48 ± 0.42 out of 5. In other words, the emotional labor of the subjects was above average, social support was highly recognized, and wisdom and psychological well-being were moderate [Table 2].
Table 2. The degree of emotional labor, social support, wisdom, and psychological well-being of the subject (N=102)
Variable M±SD Range
Emotional labor 3.86±0.32 1~5
Social support 4.22±0.56 1~5
Wisdom 3.44±0.45 1~5
Psychological well-being 3.48±0.42 1~5
Differences in psychological well-being according to the general characteristics of the subject
There were no variables that differed at a statistically significant level in the difference in psychological well-being according to the general characteristics of the subjects. [Table 3].
Table 3. Differences in the quality of services according to the general characteristics of the subjects (N=102)
Variables Categories M±SD t/F(p)
Age(yr) Under 30 years 3.43±0.58 1.40(.254)
30-39 3.52±0.39
Over 40 years 3.46±0.41
Marriage Married 3.48±0.38 0.17(.866)
Single 3.45±0.62
Religion yes 3.51±0.37 0.65(.519)
no 3.46±0.45
Education High school graduate or
below 3.33±0.39 -0.93(.370)
College graduate or
higher 3.50±0.57
Working experience(months) Less than 120 months 3.43±0.51
More than 120 months 3.49±0.40 -0.55(.585)
Education related to
psychological well-being None 3.48±0.42
More than once 3.47±0.40 0.03(.975)
Monthly total income Less than 3 million won 3.37±0.43 -1.31(.194) More than 3 million won 3.51±0.41
The relationship between emotional labor, social support, wisdom and psychological well- being of the subject
The emotional labor and psychological well-being of the subject (r=-.35, p<.001) showed negative correlation at a statistically significant level, social support and psychological well- being (r=.46, p<.001), wisdom and psychological well-being (r=66; p<.001) showed a positive correlation at a statistically significant level. In other words, the higher the emotional labor of the subject, the lower the psychological well-being, and the higher the social support and wisdom, the higher the psychological well-being. Emotional labor and wisdom (r=-.26, p=.008), Social
support and wisdom (r=.31, p=.001) was shown to correlate at a statistically significant level.
Emotional labor and social support (r=-.29, p=.047 also showed negative correlation at a statistically significant level [Table 4].
Table 4. Correlation between Emotional labor, social support, wisdom and psychological well-being in Subjects
Variables Emotional labor r(p)
Social support r(p)
wisdom r(p)
Psychological well-being r(p)
Emotional labor 1
Social support -.29(.047) 1
wisdom -.26(.008) .31(.001) 1
Psychological well-being -.35(<.001) .46(<.001) .66(<.001) 1
Mediating effects of social support and wisdom in the relation between emotional labor and psychological well-being in subjects
Prior to testing the intermediate effects of social support and wisdom in the relationship between emotional labor and psychological well-being of subjects, the Durbin-Watson index for autocorrelation was 1.603-1.750, close to 2. Multicollinearity between independent variables has been shown to have no multicollinearity because the Variance Infusion Factor (VIF) index was 1.037-1.073 which is below 10.
The three-stage verification of Baron and Kenny was carried out to test the intermediate effects of social support and wisdom in the relationship between emotional labor and psychological well- being of service women. First of all, as a result of testing the mediated effect of social support, emotional labor, which is an independent variable, had a significant impact on social support (β=- .19, p=.047) The explanatory power to explain social support was 3.6%. Emotional labor also had a significant effect on psychological well-being (β= -.35, p<.001) explanatory ability to explain psychological well-being was 12.1 percent. In order to test the impact of social support on psychological well-being, emotional labor and social support are predicted factors and psychological well-being is analyzed as dependent variables, and emotional labor (β =-.27, p=.002) and social support (β =.41, p<.001) were significant predictors of psychological well- being. The explanatory power for psychological well-being was 28.0 per cent.
As a result of comparing β, Social support had a mediated effect of 0.078. β at Stage 3 was -.27 which was shown to have an absolute value lower than the β at Stage 2 which was -.35. Because the effect of emotional labor has been reduced by the parameter social support, social support has been confirmed to have a partial medium effect. The significance test of the mediated effect was statistically significant (Z=-3.57, p<.001) [Table 5].
Table 5. Mediating effects of Social support in the relation between Emotional labor and Psychological well- being in Subjects
Variables B β t p R2 Adj. R2 F p
step1: Emotional labor→social support -.16 -.19 -1.98 .047 .036 .026 3.69 .047 step2: Emotional labor →psychological
well-being -.22 -.35 -3.71 <.001 .121 .112 13.73 <.001
step3: Emotional labor, social support→
psychological well-being .280 .265 19.23 <.001
1) Emotional labor → psychological
well-being -.17 -.27 -3.12 .002
2) Social support→ psychological well-
being .30 .41 4.68 <.001
Sobel test: Z=-3.57, p<.001
In addition, as a result of analyzing the medium effect on the wisdom of the subject, the regression of the first stage showed that the independent variable, emotional labor had a significant impact on the wisdom.(β=-.26, p=.008). The explanatory power to explain wisdom was 6.8 percent. At stage 2, emotional labor had a significant effect on psychological well-being (β=-.35, p<.001). The explanatory power to explain psychological well-being was 12.1 percent.
In the third stage, emotional labor and wisdom were used as predictors and psychological well- being as dependent variables to test the impact of wisdom on psychological well-being.
Emotional labor (β =-.19, p=.015) and wisdom (β =.61, p<.001) were significant predictors of psychological well-being. The explanatory power for psychological well-being was 46.9 percent.
As a result of comparing β, wisdom had a mediated effect of 0.16. β at Stage 3 was -.19 which was shown to have an absolute value lower than the β at Stage 2 which was -.35. Because the effect of emotional labor has been reduced by the parameter wisdom, wisdom has been confirmed to have a partial medium effect. The significance test of the mediated effect was statistically significant (Z=-3.48, p<.001) [Table 6].
Table 6. Mediating effects of Wisdom in the relation between Emotional labor and Psychological well-being in Subjects
Variables B β t p R2 Adj R2 F p
step1: Emotional labor→wisdom -.18 -.26 -2.69 .008 .068 .058 7.255 .008 step2: Emotional labor →
psychological well-being -.22 -.35 -3.71 <.001 .121 .112 13.73 <.001 step3: Emotional labor,
wisdom→psychological well-being .469 .458 43.68 <.001
1) Emotional labor → psychological
well-being -.12 -.19 -2.49 .015
2) Wisdom→ psychological well-
being .56 .61 8.05 <.001
Sobel test: Z=-3.48, p<.001
Discussion
This study identified the relationship between emotional labor, social support, wisdom and psychological well-being of service women and tested the intermediate effects of social support and wisdom in their relationships. We would also like to discuss based on the findings above.
Emotional labor of female service workers is 3.86±0.32 out of 5, experiencing more than average emotional labor, and the psychological level of well-being is 3.48±0.42 out of 5, which is a moderate level of psychological well-being.
A study of 187 mental nurses showed that emotional labor is highly correlated with exhaustion and is an important influence factor. (Park S.M. et al., 2020) The more emotional labor, the higher the exhaustion and the lower the psychological well-being. Female bankers, who belong to the service profession, will also be asked to hide their feelings and show infinite kindness to
customers for customer satisfaction, so employees will experience emotional labor in the process.
Emotional labor suffers from severe stress such as frustration, anger, and exhaustion when it is not properly handled. In such situations, it is important to minimize and quickly overcome the negative effects from the negative emotions or phenomena experienced in the process of serving customers. To this end, it is necessary to find and strengthen an individual's positive psychological capabilities to control and manage individual emotional labor and cope with the situation.
There are also six components of psychological well-being: self-acceptance, positive interpersonal relationships, autonomy, control over the environment, purpose of life, and personal growth (Ryff C.D., 1989). Considering these factors, a person with high self-acceptance evaluates himself positively and acknowledges both his positive and negative aspects. People with high positive interpersonal relationships are interested in the welfare of others, have a high consensus, and easily feel affectionate and intimate. And a person with high autonomy decides on his own and thinks and acts accordingly. A person with control over the environment can actively participate in the opportunities given to him/her and effectively utilize the environment. A person who has a firm purpose in life has his own answer to lead life, and values life in the present and the past with purpose and direction in life. Finally, it is said that the person who has achieved personal growth is well aware of their characteristics, tries to overcome their shortcomings, and is open to new experiences or challenges (Jo E. Y., 2014). Therefore, if psychological well-being is high, one can positively evaluate oneself and one's life, build positive relationships with others, control one's own behavior, and manage one's surroundings efficiently (Jo E.Y., 2014).
In order to increase the degree of psychological well-being, interventions based on individual dimensions, especially personal characteristics, are needed rather than on an organizational level (Chos. L. et al., 2016). Previous studies have focused on the prior factors of personal well-being at the organizational level, overlooking that psychological well-being affects the employee's own mind and behavior. Suh (Suh S. M. et al., 2010) emphasized that improving the psychological capacity of employees themselves to maintain positive emotions in any environment is more important than changing working conditions. In other words, there is a limit to the policy to relieve employees' stress by improving working conditions, so service workers themselves should be managed to have the internal ability to overcome any situation. In particular, women value relationship-oriented life compared to men, so they can gain psychological well-being in relationships, so mediation should be provided for internal capacity building.
The emotional labor and psychological well-being of the subject (r= -.35, p<.001) showed negative correlation at a statistically significant level, social support and psychological well- being (r=.46, p<.001), wisdom and psychological well-being (r=.66, p<.001) showed a positive correlation at a statistically significant level.
In order to enhance the psychological well-being of the subjects, emotional labor should be reduced and social support and wisdom level should be increased. According to the analysis of the relationship between psychological well-being, positive and negative emotions of 338 college students, it showed a significant correlation. Positive emotions were statically correlated with the whole psychological well-being (r=.52, p<.001), negative emotions were mis-correlated with the whole psychological well-being (r=-.49, p<.001). In other words, the more enthusiastic, active, and lively the psychological well-being of college students is, and the lower the subjective pain and discomfort, the higher the psychological well-being of college students (Jo E. Y., 2014). In light of this, negative psychological factors such as emotional labor will be factors that hinder psychological well-being. Service workers often have to hide and distort their feelings in accordance with the norms required at work, as it is important to increase satisfaction with
customers and kindness. Therefore, it can be said that it further demands emotional labor from working women and they reduce psychological well-being by adding stress without even realizing because they think it is natural to provide kind services themselves. This psychological well-being will also affect the employee’s personal lives, customer service attitudes of employees, sales performance, and customer satisfaction (Cho SL. et al., 2016). According to a study of nurses at a general hospital, the more emotional the nurse is, the higher the intention of exhaustion and turnover (Jeong H. S., 2020; Kim J. H. et al., 2014) In conclusion, it is inferred that the more emotional labor is, the lower the sense of well-being, which can cause rejection of the workplace. It is necessary to develop and apply programs that reduce emotional labor and enhance psychological well-being.
Social support and wisdom in the relationship between emotional labor and psychological well-being of the subjects have a partial mediating effect. A study of 191 employees at department stores or marts, which are service professions, found that social support has a full- mediated effect in the relationship between grateful disposition and psychological well-being (Cho S L. et al., 2016). Social support is a resource that individuals facing various work-related requirements receive from colleagues or superiors to protect themselves from loss of self-esteem (Cohen S. et al., 1985). Therefore, employees who receive this support could be greatly influenced by having a psychological well-being. Therefore, it is necessary to set up an organizational atmosphere and provide online and offline education and workshops related to support to receive support from family members, colleagues and experts.
And wisdom enables an integrated and holistic approach in the face of life challenges and problems. It also helps humans adapt positively and affects life satisfaction (Linley P.A., 2003).
According to a study of 506 Korean seniors, wisdom and successful aging of the elderly showed positive correlation and wisdom was an influence on successful aging (Sung K.W., 2011). These results suggest that wisdom leads to successful life and has a greater impact on life satisfaction (Aldelt M., 1997).
In addition, in the case of 188 elderly people with chronic diseases, wisdom and health preservation show a positive correlation, and the higher the level of wisdom, the better the health preservation. Wisdom has been identified as the most important factor in health preservation (Sung K.W., 2014), so it is the most important influence factor. These results include psychological well-being in the concept of health preservation and successful aging, and are therefore inferred to be applicable to adults who are subject to this study. We need to continue to study wisdom and psychological well-being in the future. In addition, a study of 132 middle-aged adults found that wisdom and health preservation had a high amount of correlation and wisdom was the most important influence factor. Wisdom has been shown to have a partial medium effect in the relationship between health promotion behavior and health preservation (Kim H. K., 2015, 2016). Wisdom can be considered the pinnacle of successful human development because it has positive characteristics such as self-preservation and completion, judgment and understanding of human relationships, and life. It is also a personal force that grows with age (Lee S. L., et al., 2007; Sung K. W., 2011). Staudinger, et al. (Staudinger U.M. et al., 1996) said that social cooperation, such as dialogue and discussion, promotes wisdom (Sternberg R. J., 2001), and that writing and discussion through classical works of literature and philosophy, also require this kind of intervention and application. Mid-aged and old-age wisdom has a static relationship with psychological well-being (Kim M.H., 2008). According to the study of 422 office workers, psychological well-being and wisdom were also highly correlated (r=.64 , p<.01) Wisdom has been shown to have a controlling effect in the relationship between job stress and psychological well-being, and wisdom has an important buffer against psychological well-being. The group
with high wisdom had a higher psychological well-being than the group with low wisdom. In addition, when the level of wisdom was high, it was shown that the level of psychological well- being remained relatively high even under high job stress, making the group with high wisdom more sensitive to job stress (Song J. D., 2015).
Therefore, it is encouraged to explore various ways to increase wisdom and include it in the job training of female service workers.
This study mainly involved female bankers who provide services, so no broad interpretation is allowed. We propose an extended study to various service women.
Conclusion
This study was conducted to identify the intermediate effects of social support and wisdom in the relationship between emotional labor and psychological well-being of service women. According to the study, emotional labor of the subjects showed a negative correlation with psychological well-being. Social support, wisdom and psychological well-being were positively correlated. In addition, social support and wisdom were found to have a partial mediating effect in the relationship between emotional labor and psychological well-being. The head of the agency shall identify the needs of the subject persons so as to reduce emotional labor of female service workers and enhance social support and wisdom. Systems and policies shall be prepared accordingly, and a social support system shall be established through various club activities among employees. It is necessary to encourage psychological well-being to improve by providing administrative and financial support.
Ethical clearance: Not required Source of Funding: Self
Conflict of Interest: Nil
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