Quality of Life and Stress in Call Center Agents: A Study of the Mediation of the Five Facets of Mindfulness

Auteurs

DOI :

https://doi.org/10.30849/ripijp.v59(2025).e2038

Mots-clés :

Qualidade de vida, Estresse Psicológico, Atenção Plena

Résumé

Call centers have become prominent in the service industry, characterized by factors triggering high employee stress. Regular mindfulness practice emerges as a strategy to promote mindfulness among workers, serving as an ally in mitigating psychological stress in the workplace context. The present study aimed to investigate the mediating role of the trait of mindfulness, including its facets, in the relationship between psychological quality of life and stress levels in call center operators. A total of 110 call center operators, aged between 19 and 51, participated in the study from a private company. The results revealed a significant indirect effect (b = -0.92 [95% BCa CI = -1.77; -0.19]), suggesting that the trait of mindfulness acts as a mediator in the relationship between psychological quality of life and stress. This finding implies that a propensity for mindfulness can play a protective role against stress. When investigating which specific facets of mindfulness exert a significant mediating effect, multiple mediation analysis indicated that the "non-judging" facet is the only trait mediating the relationship between psychological quality of life and stress. The results provide preliminary evidence highlighting the importance of mindfulness as a potential protective factor against psychological distress in the organizational environment.

Bibliographies de l'auteur

Raissa Ester Maia Monteiro, Universidade Federal da Paraíba, João Pessoa, Brasil.

Psychologue, doctorante en Neurosciences Cognitives et Comportement (UFPB), Master en Sciences Sociales (UFCG).

Joel Jonathan Carvalho Tavares, Universidade Federal da Paraíba, João Pessoa, Brasil.

Possui graduação em Psicologia pelo Centro Universitário de João Pessoa (2019) e mestrado em Neurociência Cognitiva e Comportamento pela Universidade Federal da Paraíba (UFPB) (2022). Atualmente é discente de pós-graduação strictu senso (doutorado) em Neurociência Cognitiva e Comportamento, faz especialização em Terapia Cognitivo-Comportamental e em Neuropsicologia pela Universidade Pitágoras Unopar Anhanguera, também é pesquisador no Laboratório de Ecologia Comportamental e Psicobiologia (LECOPSI). Tem experiência na área de Psicologia, com ênfase em psicoterapia e avaliação neuropsicológica.

Leonardo Júnior Souza Silva, Universidade Federal da Paraíba, João Pessoa, Brasil.

Licence en Psychologie, master et doctorat en Neurosciences Cognitives et Comportement – ​​UFPB, lié au Programme de Troisième Cycle en Neurosciences Cognitives et Comportement – ​​PPGNeC.

Cynthia Borges Luiz, Universidade Federal da Paraíba, João Pessoa, Brasil.

Psychologue, spécialiste en psychologie humaniste et approche centrée sur la personne
Étudiant en Master en Neurosciences Cognitives et Comportement à l'UFPB.

Danilo Andrade de Meneses, Universidade Federal da Paraíba, João Pessoa, Brasil.

Étudiant postdoctoral en Neurosciences. Doctorat en Neurosciences Cognitives et Comportement. Université fédérale de Paraíba (UFPB).

Luiz Carlos Serramo Lopez, Universidade Federal da Paraíba, João Pessoa, Brasil.

Diplômé en biologie et psychologie, avec une maîtrise et un doctorat de l'Université fédérale de Rio de Janeiro. Il est actuellement professeur assistant à l'Université fédérale de Paraíba (UFPB) où il coordonne le Laboratoire d'écologie comportementale et de psychobiologie. Il est chercheur collaborateur au programme de recherche et de vulgarisation sur la pleine conscience "Mente Aberta" de l'Unifesp. Il est conseiller accrédité au Programme de troisième cycle en neurosciences cognitives et comportementales (PPGNeC) de l'UFPB. Il travaille dans le domaine de la psychophysiologie du stress, des neurosciences et des interventions basées sur la pleine conscience et l'auto-compassion.

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Publiée

2025-12-26

Comment citer

Maia Monteiro, R. E., Tavares, J. J. C., Silva, L. J. S., Luiz, C. B., Meneses, D. A. de, & Lopez, L. C. S. (2025). Quality of Life and Stress in Call Center Agents: A Study of the Mediation of the Five Facets of Mindfulness. Revista Interamericana De Psicología/Interamerican Journal of Psychology, 59(1), e2038. https://doi.org/10.30849/ripijp.v59(2025).e2038

Numéro

Vol. 59 (2025): Revista Interamericana de Psicología/Interamerican Journal of Psychology

Rubrique

Articles

Licence

(c) Tous droits réservés Raissa Ester Maia Monteiro, Joel Jonathan Carvalho Tavares, Leonardo Júnior Souza Silva, Cynthia Borges Luiz, Danilo Andrade de Meneses, Luiz Carlos Serramo Lopez 2025

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