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Bedan Journal of Psychology 2009

Bedan Journal of Psychology 2009

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Published by San Beda Alabang
The Bedan Journal of Psychology (2009)
San Beda College Alabang, Muntinlupa City, Philippines ISSN: 2244-5382

Psychology Research by students and faculty of San Beda Collage Alabang
The Bedan Journal of Psychology (2009)
San Beda College Alabang, Muntinlupa City, Philippines ISSN: 2244-5382

Psychology Research by students and faculty of San Beda Collage Alabang

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Categories:Types, School Work
Published by: San Beda Alabang on Jun 15, 2009
Copyright:Attribution Non-commercial

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03/20/2014

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Psychological Research 2009
 THESIS COMPILATION OF THE BEDAN PSYCHOLOGICAL SOCIETY
 
Volume 3 Academic Year 2008- 2009
Stress Appraisal of an Aggressive Call and the Process of Emotional Labor of a Call Center AgentEmotional Labour, Burnout, Job Satisfaction among Philippine Call Center Agents in theAlabang AreaThe Levels of Occupational Stress and the Coping Mechanism of Call Center AgentsWell-Being, Job Satisfaction, and General Health of Call Center Agents in the Alabang AreaJob Satisfaction and Locus of Control among Lipa City Call Center AgentsCall Center Agents’ Job Satisfaction and their Intention to Remain in the Agency
Created Annually by
1
 
San Beda College – AlabangBedan Psychological Society
ACKNOWLEDGEMENT
With our sincerest gratitude, we, the graduating students of the Psychology Department Class2009, would like to thank the following people:
To Mr. Paul Hilario PhD, Ms. Maida Aguirre and Ms. Eva Castronuevo, for their patienceand unceasing mentorship that encouraged us to strive for excellence during thecompletion of our study and attain the highest possible standards set by the department,
To all the participants who devoted their time and helped us with our data gathering,
To our families and friends, for their undying support and understanding that sustained usthroughout this challenging but fulfilling journey,
To the Bedan Community, for nurturing our work values, keeping us grounded as Christ-centered individuals and standing as a constant reminder of St. Benedict’s philosophy -
Ora et Labora
, and last but not the least,
To God, Our Father and Provider, who is the source of our strength and inspiration,making all things possible not only in our college life but in all the aspects of our lives.
"You answered me when I called to you; with your strength you strengthened me." 
-Psalm 138:3
"That In All Things, God May Be Glorified!"
2
 
Table of Contents
Stress Appraisal of an Aggressive Call and the Process of Emotional Labor of a Call Center Agent…………………………………………………..…………………
1
 Emotional Labour, Burnout, Job Satisfaction among Philippine Call Center  Agents in the Alabang Area………………………………………………………………
23 
The Levels of Occupational Stress and the Coping Mechanism of Call Center Agents………………………………………………………
55
 Well-Being, Job Satisfaction, and General Health of Call Center Agentsin the Alabang Area …………………………………………………………………….
 
79
 Job Satisfaction and Locus of Control among Lipa City Call Center Agents
 
101
Call Center Agents’ Job Satisfaction and their Intention to Remain in the Agency
119 
3

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