Journal of the Korea Convergence Society (한국융합학회논문지)

Korea Convergence Society (한국융합학회)
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Convergence Study on Emotional Labor, Stress Response and Turnover Intention of Call-center Worker

콜센터 근로자의 감정노동, 스트레스반응 및 이직의도에 관한 융합적인 연구

  • Kim, Jung-Im (Department of Nursing, Kyungdong University) ;
  • Choi, Bo-Ram (Department of Nursing, Yong-In Songdam College)
  • 김정임 (경동대학교 간호학부) ;
  • 최보람 (용인송담대학교 간호학과)
  • Received : 2015.09.18
  • Accepted : 2015.12.20
  • Published : 2015.12.31
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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.

본 연구의 목적은 콜센터 근로자들의 일반적특성 및 업무관련특성을 파악하고 대상자의 감정노동 수준, 스트레스반응 수준 및 이직의도와의 관계를 알아보기 위함이다. 한국의 정보통신업체인 K사의 콜센터 근로자 300명을 대상으로 2015년 7월15일부터 8월31일까지 이루어졌다. 분석방법은 Independent Samples t-test, One Way ANOVA, 사후검정으로 Tukey 분석법 및 Pearson's correlation coefficient를 하였다. 분석결과 대상자의 감정노동수준이 높아질수록 스트레스반응의 하부요인들인 신체화, 우울, 분노는 높아지고 이는 이직의도를 높이는 것으로 나타났다. 따라서 콜센터 근로자의 이직의도를 줄이기 위하여 감정노동 수준을 줄여주고 스트레스 반응을 완화시켜줄 수 있는 대책마련이 필요하다.

Keywords

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