컨택센터 상담사의 감정노동, 직무소진, 자기효능감, 이직의도간의 관계 연구: 슈퍼리더십의 조절효과를 중심으로 (A Study on Relationship among Emotional Labor, Burnout, Self Efficacy and Turnover Intention in a Contact Center Agent: Focused on Moderating Effect of Super Leadership)

서지정보

· 발행기관 : 한국기업경영학회
· 수록지 정보 : 기업경영연구 / 21권 / 6호 / 61 ~ 80페이지
· 저자명 : 강한철, 오종철

초록

본 연구는 컨택센터 상담사의 감정노동이 이직의도에 영향을 미치는 과정에서 직무소진과 자기효능감이 어떠한 역할을 하는지를 규명하고 슈퍼리더십의 역할을 규명하고자 한다. 본 연구의 목표는 첫째, 컨택센터 상담사의 감정노동이 이직의도, 직무소진 및 자기효능감에 미치는 영향을 검정하고, 둘째, 컨택센터 상담사의 자기효능감이 직무소진과 이직의도에 미치는 영향을 검정하고자 한다. 셋째, 컨택센터 상담사의 직무소진이 이직의도에 어떠한 영향을 미치는지를 검정하고 변수간 매개효과를 나타내는지를 검정한다. 끝으로 상사의 슈퍼리더십의 조절역할을 검정하고자 한다. 실증분석 결과 첫째, 컨택센터 상담사들의 감정노동이 이직의도에 미치는 영향은 통계적으로 유의하지 않게 나타났다. 또한 감정노동은 직무소진에는 유의한 정(+)의 영향을 미치는 것으로 나타났고 감정노동이 자기효능감에 미치는 영향은 유의한 부(-)의 영향을 미치는 것으로 나타났다. 둘째, 자기효능감이 직무소진에 미치는 영향은 유의한 부(-)의 영향을 미치는 것으로 나타났다. 셋째, 직무소진이 이직의도에 미치는 영향은 유의한 정(+)의 영향을 미치는 것으로 나타났다. 또한 자기효능감이 이직의도에 미치는 영향은 유의한 부(-)의 영향을 미치는 것으로 나타났다. 끝으로 슈퍼리더십의 조절효과를 검정한 결과를 슈퍼리더십은 직무소진과 이직의도, 자기효능감과 이직의도에서 조절효과를 나타내는 것으로 나타났다.

영어초록

Because the demand for emotional labor in work has been increasing rapidly, it becomes more and more difficult to secure outstanding human resources. For instance, the average turnover of contact centers is quite high, which has reached 31.9%. Beside the commonly recognized factors as intensity of workload, working conditions, and work maladjustment, there are other influential factors which would afect turnover, such as emotional labor, job stress, and job burnout. Employes from companies with high turnover rate are under serious threat due to psychological stress, burnout, and depression from emotional labor rather than physical and mental labor, which in turn lead to turnover at last. The purposes of this study are to investigate relationship between emotional labor, job burnout, self-efficacy and turnover intention. Furthermore, it is important to analyze moderating effect of super leadership in emotional labor, self-efficacy, job burnout and turnover intervention.
Data has been collected from 543 respondents for this study using a questionnaire method. The survey for the actual analysis of the research was done and analyzed with the employee who work for a contact center in Seoul, Busan and Gwangju, Korea. The survey was done for 24 days from November, 2013 through december, 2013. Correlation analysis and structural equation modeling were conducted by using SPSS 20.0 and AMOS 20.0. Variables in discussion is considered as reliable as values of Cronbach’s alpha are greater than 0.60 Validities of variables were also checked by confirmatory factor analysis.
The following study results were revealed: First, the emotional labor does not have direct positive effect on turnover intentions. Such result is consistent with the finding of Hochschild's(1983) earlier work. Second, the emotional labor was related positively to job burnout and negatively to self-efficacy. Third, job burnout and self-efficacy mediate the relationship between emotional labor and turnover intentions. It suggests that emotional labor's influence to turnover intention is sequentially mediated by job burnout and self-efficacy. It confirms that employees have intentions to leave their jobs not because of only job burnout from emotional labor, but through a mechanism including both job burnout and self-efficacy. Forth, results of research on the moderating effect of super leadership in relationships between emotional labor, job burnout, self-efficacy and turnover intention show that super leadership has only a limited regulatory effect between emotional labor and turnover intention.
There are implications, both theoretical and practical, that arise from this study. First, the study classified and systematically arranged the behavioral factors of emotional labor by feature and contributed to identifying the cause-and-effect structure between job burnout as a result of emotional labor and turnover intention. Second, by identifying a progress that each factor of emotional labor results in burnout and ends up in turnover intention, the study identified that job burnout and self-efficacy indeed plays an intermediate role in relation between emotional labor and turnover intention. And finally, though the study objectively verified that the positive influence of supervisors' supports on alleviating the burnout linking to turnover intention.
This study has some limitations. First, this study’s convenience sampling limits the generalizability of the results beyond the sample profile. Second, we measured perceptions and turnover intentions from the viewpoint of the respondents. This may limit the generalizability of the results in that we did not delineate the sample by determining whether the respondents’ currently used emotional labor. Thus, future research should validate this study’s findings by using a more refined sampling design to secure respondents who fit the specific research objectives.

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