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Convergence Study on Emotional Labor, Stress Response and Turnover Intention of Call-center Worker
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 Title & Authors
Convergence Study on Emotional Labor, Stress Response and Turnover Intention of Call-center Worker
Kim, Jung-Im; Choi, Bo-Ram;
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 Abstract
The purpose of this study is to determine the general characteristics and work-related characteristics of call center workers and learn the relationship between the subjects of emotional labor levels, stress response levels and turnover. Target the K's Call Center employees 300 people of telecommunications companies in Korea 2015 July 15 to August 31. Results of the study was higher the level of emotional labor of the subjects underlying factors which are somatization of stress reactions, depression, anger is rising, which also showed an increase in turnover. It is necessary to develop and measures to reduce the degree of turnover Intention of call center workers prepare measures are needed that can mitigate the stress response reduces the level of emotional labor.
 Keywords
Emotional labor;Stress Response;Turnover Intention;Call center workers;
 Language
Korean
 Cited by
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