Journal of the Korea Academia-Industrial cooperation Society (한국산학기술학회논문지)

The Korea Academia-Industrial cooperation Society (한국산학기술학회)
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Relationship Between Occupational Stress and Turnover Intention Among Call Center Counselors

콜센터 상담사의 직무스트레스와 이직의도와의 관련성

  • Shin, Sam-Chul (Department of Administration, Dankook University Hospital) ;
  • Cho, Young-Chae (Department of Preventive Medicine and Public Health, Chungnam National University School of Medicine) ;
  • Kim, Jong-Soo (Department of Obstetrics and Gynecology, Dankook University School of Medicine) ;
  • Kim, Dong-Hyun (Department of Nanobiotronics, Hoseo University)
  • 신삼철 (단국대학교병원 사무처) ;
  • 조영채 (충남대학교 의학전문대학원 예방의학교실) ;
  • 김종수 (단국대학교 의과대학 산부인과학) ;
  • 김동현 (호서대학교 나노바이오트로닉스학과)
  • Received : 2014.09.03
  • Accepted : 2015.02.12
  • Published : 2015.02.28
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Abstract

In this study, customer service representatives in call centers, the relevance of occupational stress, and turnover intention as well as the investigation of the relevance to that of demographic characteristics, health behaviors, and job-related characteristics is carried out. In particular, the relevance of occupational stress and turnover intention was attempted to be identified. From the response to the surveys of nine hospitals and five companies, there was a total of 158 people during the investigation. The collection of data was conducted by self-administered questionnaire in the period of February 1, 2013 to June 30, 2013. As the result of study, factors related to turnover intention involved age, sleep, job demands and job autonomy as significant variables. In particular, in the relevance of occupational stress and turnover intention, it was revealed that turnover intention decreases as job autonomy increases while turnover intention increases as job demands become higher. The ratio of danger of occupational stress on turnover intention eminently increased in the group of high job demands, low job autonomy, low support of supervisor and co-worker. Therefore, it is considered that efforts for improvement of occupational stress factors are required to decrease turnover intention.

본 연구는 콜센터 상담사의 인구사회학적 특성, 건강행태 및 직업관련 특성에 따른 이직의도 수준을 파악하고, 특히 직무스트레스와 이직의도 간의 관련성을 규명하고자 시도하였다. 조사 대상은 콜센터를 운영하고 있는 병원 9개소와 기업체 5개소에 근무하고 있는 콜센터 상담사 158명으로 하였으며, 자료 수집은 2013년 2월 1일부터 6월 30일까지의 기간 동안에 자기기입식 설문조사(self-administered questionnaire)에 의하였다. 연구결과, 이직의도에 관련된 요인으로는 연령, 수면시간, 업무요구도, 업무자율성이 유의한 변수로 선정되었다. 특히 직무스트레스 내용과 이직의도 간의 관련성에서는 업무요구도가 높아질수록 이직의도가 높은 반면, 업무의 자율성이 높아질수록 이직의도가 낮아지는 것으로 나타났다. 이직의도에 대한 직무스트레스의 위험비는 업무 요구도가 높은 군에서, 업무자율성이 낮은 군에서, 상사의 지지도 및 동료의 지지도가 낮은 군에서 이직의도가 높은 군에 속할 위험비가 유의하게 증가하였다. 따라서 이직의도를 감소시키기 위해서는 직무스트레스 요인의 개선을 위한 노력이 필요하다고 생각된다.

Keywords

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