The Role of Occupational Stress in the Association between Emotional Labor and Mental Health: A Moderated Mediation Model

This study investigated whether occupational stress factors moderate the effect of emotional labor on psychological distress in call center employees. A cross-sectional and descriptive study using anonymous paper-based survey methods was conducted in a sample of 283 call center employees in South Korea. Participants completed the Emotional Labor Scale, the Depression Anxiety Stress Scale, and the Korean Occupational Stress Scale. Moderated mediation analyses were conducted using the PROCESS macro in order to investigate the relationship among variables. The results showed that the association between surface acting while having emotional labor and psychological distress was mediated by emotional dissonance. The mediated effect of emotional dissonance was moderated by discomfort in occupational climate, suggesting that improving the occupational environment can lessen the level of psychological distress among emotional workers, and that more attention should be devoted to the development of an intervention at the organizational level in order to prevent mental health problems in this population

Stress enhances model-free reinforcement learning only after negative outcome

<div><p>Previous studies found that stress shifts behavioral control by promoting habits while decreasing goal-directed behaviors during reward-based decision-making. It is, however, unclear how stress disrupts the relative contribution of the two systems controlling reward-seeking behavior, i.e. model-free (or habit) and model-based (or goal-directed). Here, we investigated whether stress biases the contribution of model-free and model-based reinforcement learning processes differently depending on the valence of outcome, and whether stress alters the learning rate, i.e., how quickly information from the new environment is incorporated into choices. Participants were randomly assigned to either a stress or a control condition, and performed a two-stage Markov decision-making task in which the reward probabilities underwent periodic reversals without notice. We found that stress increased the contribution of model-free reinforcement learning only after negative outcome. Furthermore, stress decreased the learning rate. The results suggest that stress diminishes one’s ability to make adaptive choices in multiple aspects of reinforcement learning. This finding has implications for understanding how stress facilitates maladaptive habits, such as addictive behavior, and other dysfunctional behaviors associated with stress in clinical and educational contexts.</p></div

Best-fitting parameter estimates, shown as median plus quartiles across conditions.

<p>Best-fitting parameter estimates, shown as median plus quartiles across conditions.</p

Task design.

<p>(A) Task structure. Choice in the first stage leads probabilistically to different states in the second stage. Each stimulus in the second-stage resulted in either 0 or 100 points with different probabilities. (B) Timeline of events in a single trial. (C) Reward-probabilities of four options in stage 2.</p

The effects of stress on decision-making.

<p>(A) The hypothetic results of stay-shift analysis expected for model-based (left) and model-free (right) reinforcement learning. (B) The behavioral results of stay-shift analysis. Participants’ task performance in control condition showed characteristics of both model-free and model-based influences, while stressed participants showed stronger characteristic of model-free reinforcement learning. The stress × reward × transition interaction, <i>p</i> = .004. (C) The results of parameter estimation of a reinforcement learning model. Stress heightened the discount factor, γ (which means stress declined the learning rate) (<i>p</i> = .002) and boosted only model-free tendency to switch to a different option after no reward (Δ_{_}^mf) (<i>p</i> < .001). Error bars represent SEM. Δ₊^mb Δ_{_}^mb, and Δ₊^mf are parameters of the RL model which indicate the model-based tendency after reward, the model-based tendency after no-reward, and the model-free tendency after reward, respectively.</p