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

한국산학기술학회 (The Korea Academia-Industrial cooperation Society)
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보험회사 콜센터 상담사의 직무스트레스와 정서적 소진의 관계에서 사회적 지원의 조절효과

The Moderating Effect of Social Support in the Relationship between Job Stress and Emotional Burnout of Insurance Call center consultants

  • 김현정 (배재대학교 주시경 교양대학)
  • Kim, Hyun-Jung (Ju Si-Gyeong Liberal Arts college, Paichai University)
  • 투고 : 2018.08.06
  • 심사 : 2018.11.02
  • 발행 : 2018.11.30
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초록

본 연구는 보험회사 콜센터 상담사를 대상으로 직무스트레스와 정서적 소진간의 관계에서 사회적 지원의 조절효과를 살펴보았다. 이를 위하여 서울, 대전, 부산에서 근무하고 있는 A보험회사와 B보험회사 콜센터 상담사 186명을 대상으로 직무스트레스, 정서적 소진, 사회적 지원(상사지원, 동료지원) 척도에 대한 설문을 온라인으로 실시하였다. 세 변인들의 관계를 알아보기 위하여 상관 분석을 실시하였으며, 직무스트레스와 정서적 소진의 관계에서 사회적 지원의 조절 효과를 알아보기 위해 위계적 회귀분석을 실시하였다. 본 연구 결과는 다음과 같다. 첫째, 직무스트레스와 정서적 소진은 정적인 상관 관계를, 정서적 소진은 동료지원과 부적인 상관 관계를 나타냈다. 둘째, 보험회사 콜센터 상담사의 직무스트레스가 정서적 소진에 미치는 영향에 사회적 지원의 조절효과가 있는 것으로 나타났다. 즉 콜센터 상담사의 직무스트레스로 인한 정서적 소진은 사회적 지원이 높을수록 완화된다는 것이다. 이렇듯 사회적 지원은 직무스트레스에 따른 정서적 소진에 대한 보호요인으로 확인되었기 때문에 이를 강화하기 위한 조직 차원의 노력이 필요함을 논의하였다.

This study was to investigate the moderating effect of the social support in the relationship between job stress and emotional burnout of insurance call center consultants. Participants in this study were 186 consultants working in insurance call center. They completed survey questionnaires of job stress, emotional burnout and social support. Collected data was examined using correlation analyses and hierarchical multiple regression analyses. There was a positive relationship between job stress and emotional burnout and a negative relationship between emotional burnout and coworker support. Also, it was found that the social support(supervisor support, coworker support) moderated the relationship between job stress and emotional burnout of insurance call center consultants. The implications and limitations of this study were discussed.

키워드

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Fig. 1. The moderation effect of supervisor support in the relaitonship between job stress and emotional burnout

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Fig. 2. The moderation effect of coworker support in the relaitonship between job stress and emotional burnout

Table 1. Means, Standard deviation, correlations among variables

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Table 2. The moderating effect of social support in the relationship between job stress and emotional burnout of insurance call center consultants

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