Abstract

The purpose of this study was to examine the dual-mediation effect of maladaptive cognitive emotion regulation strategies and internalized shame in the relationship between intolerance of uncertainty and mental health, to help improve the mental health of call center agents. A total of 165 call center agents who work in central metropolitan governments, completed a questionnaire assessing the Intolerance of Uncertainty Scale(IUS), Cognitive Emotion Regulation Questionnaire(CERQ), Internalized Shame Scale(ISS), and Brief Symptoms Inventory-18(BSI-18). As a result, IU was found to directly increase depression, anxiety, somatization, and the path through which maladaptive cognitive emotion regulation strategies and IS were sequentially mediated were significant. Specifically, the indirect effect of the maladaptive cognitive emotion regulation strategy in the relationship between IU and mental health was not significant, but the path through which maladaptive cognitive emotion regulation strategy and IS were sequentially mediated was significant. The implications and limitations of this study were also discussed.