콜센터 상담사의 감정노동과 감정부조화, 직무긴장 및 이직의도와의 관계에 대한 연구 (A Study of Customer Service Representatives’ Emotional Labor on Emotional Dissonance, Job-induced Tension and Turnover Intention)

서지정보

· 발행기관 : 한국서비스경영학회
· 수록지 정보 : 서비스경영학회지 / 18권 / 2호 / 1 ~ 24페이지
· 저자명 : 탁인철, 김동현, 차재빈

초록

The aim of this study is to explore the process by which call center customer service representatives’ emotional labour affect turnover intention. Through these study results, the purpose of this research is to provide the emotional labour increase emotional dissonance, job-induced tension sequentially, emotional dissonance and job-induced tension increase turnover intention. The different type of emotional labour employees use affect their emotional dissonance, job-induced tension differently. Futhermore their emotional dissonance and job-induced tension affect turnover intention. To verify our assertions we used data collected from the 565 call center customer service representatives who working for call centers in Korea. The major findings are as follows. First, the results show that surface acting is positively related to emotional dissonance and job-induced tension. Second, the results indicate that deep acting is positively related to emotional dissonance and negatively related to job-induced tension. Third, our results demonstrate that emotional dissonance is not related to job-induced tension and negatively related to turnover intention. Finally, job-induced tension is positively related to turnover intention. Some discussion and implications for the results are discussed.

영어초록

The aim of this study is to explore the process by which call center customer service representatives’ emotional labour affect turnover intention. Through these study results, the purpose of this research is to provide the emotional labour increase emotional dissonance, job-induced tension sequentially, emotional dissonance and job-induced tension increase turnover intention. The different type of emotional labour employees use affect their emotional dissonance, job-induced tension differently. Futhermore their emotional dissonance and job-induced tension affect turnover intention. To verify our assertions we used data collected from the 565 call center customer service representatives who working for call centers in Korea. The major findings are as follows. First, the results show that surface acting is positively related to emotional dissonance and job-induced tension. Second, the results indicate that deep acting is positively related to emotional dissonance and negatively related to job-induced tension. Third, our results demonstrate that emotional dissonance is not related to job-induced tension and negatively related to turnover intention. Finally, job-induced tension is positively related to turnover intention. Some discussion and implications for the results are discussed.

참고자료

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