Table 2.

Effects of the Music Intervention on Caller Anger and Employee Exhaustion

Model	−2*LL	Predictor variables	F value	Fixed estimate	Fixed effects SE
1) Effects on caller anger	3938.51	Intercept	439.07**	1.60**	.09
		Gender	0.98	0.06	.06
		Age	10.35**	−0.01**	.01
		Tenure	0.17	<0.01	<.01
		Mean caller hold time	0.62	<0.01	<.01
		Condition	4.00*
		Prosocial versus no change		0.10	.07
		Prosocial versus neutral		−0.08	.07
		Neutral versus no change		0.19*	.07
2) Effects on employee emotional exhaustion	2262.84	Intercept	63.60**	1.21**	.18
		Gender	1.99	0.20	.14
		Age	<0.01	<0.01	<.01
		Tenure	0.26	−0.01	.01
		Mean caller hold time	16.08**	<0.01**	<.01
		Condition	4.10*
		Prosocial versus no change		0.10	.08
		Prosocial versus neutral		−0.09†	.04
		Neutral versus no change		0.17*	.08

Note. LL = log likelihood; SE = standard error. Gender is coded 1 = male, 2 = female. **p < .01. *p < .05. †p < .1.