Beyond Addiction: Exploring Female Call Center Employees’ Smoking Experiences as a Work Tool

PURPOSE: The purpose of this study was to explore the smoking experiences of female call center employees, focusing on the factors that facilitate smoking and the perceived barriers to smoking cessation within their specific occupational context. METHODS: Qualitative focus group interviews and thematic analysis were used to examine the experiences of female employees at two call centers. RESULTS: The findings showed that the 25 female call center employees characterized smoking as a functional aspect of their job, suggesting that it is not simply a personal habit but an integral component of workplace dynamics. This perspective revealed the complex role of smoking as a coping mechanism for stress, a facilitator of social engagement, and a contributor to the cultural fabric of the workplace. The analysis delineated three primary themes: (1) "Smoking, a working drug: Indispensable elements at work," highlighting smoking's necessity for job performance; (2) "Smoking is normal in my life: Daily use of smoking," indicating its habitual nature; and (3) "Just holding off, not permanently quitting," describing challenges in achieving lasting cessation. CONCLUSION: Smoking among female call center employees stems from workplace culture and occupational stress rather than from personal choice.