DOI QR코드

DOI QR Code

고객센터 상담원의 이직의도 철회에 영향을 미치는 요인 연구

A Study on Factors Affecting Retractation of Turnover Intention of Customer Center Counselor

  • 이인석 (SK텔레콤 고객센터) ;
  • 배재홍 (폴리텍대학 울산캠퍼스 교양과) ;
  • 신호영 (영남대학교 산경연구소)
  • Lee, In-Seok (SKtelecom Customer Center) ;
  • Bae, Jae-Hong (Dept. of Liberal Arts and Science, Ulsan Campus of KOREA POLYTECHNICS) ;
  • Shin, Ho-Young (Institute of Management & Economy Research, Yeungnam University)
  • 투고 : 2019.11.26
  • 심사 : 2020.01.20
  • 발행 : 2020.01.28

초록

본 연구는 이직의도 철회 경험이 있는 상담원이 이직의도 철회시 어떠한 요인들이 중요한 역할을 했는지 알아보기 위해 모 통신사 고객센터 상담원을 대상으로 3개월에 걸쳐 인터뷰 설문조사 연구를 실시하였다. 연구결과 업무이동, 동기부여, 자기효능감, 정서조절이 상담원 이직의도 철회에 주요 영향 요인으로 나타났으며, 상사지원, 동료지원은 이직 의도 철회에 영향을 미치지 못하는 것으로 나타났다. 그중, 정서조절과 업무이동은 이직의도 철회에 있어 다른 요인보다 많은 영향을 미치는 것으로 나타났다. 본 연구의 결과는 기업에서 중요성이 점점 커지고 있는 고객센터 부서의 상담원 이직률을 낮춰 조직의 안정화를 극대화하고, 또한 고객센터 상담원의 이직의도 철회에 관련된 연구에 이론적 기반을 제공할 수 있을 것으로 생각된다.

In this study, an interview survey was conducted for three months by a counselor who had experience of retractation of turnover intention to find out what factors played an important role in retractation of turnover intention. The results found that task shift, motivation, self-efficacy, and emotion control were the major factors in the retractation of counselor's turnover intention, while superior support and colleague support did nop affect. Among them, emotion control and task shift had more influence on retractation of turnover intention than other factors. The results of this study are expected to maximize the stabilization of the organization by lowering the turnover rate of counselor in the customer center department becoming more important in the enterprise and to provide an important theoretical basis for studies related to retractation of customer center counselor's turnover intention.

키워드

참고문헌

  1. K. J. Cheong. (2001). A Study on The Management Strategy and Directions for Enhancing of Customer Center in Korea: A Comparison of Korean Customer Center with American Customer Centers. The Journal of Information Strategy, 4(1), 3-36.
  2. J. Anton. (2000). The Past, Present and Future of Customer Access Centers. International Journal of Service Industry Management, 11(2), 120-130. https://doi.org/10.1108/09564230010323534
  3. H. S. Kim, K. J. Cheong & J. H. Choi. (2006). The Relative Effects of Three Dimensions of Service Quality on CS in Voice to Voice Context. Journal of Product Research, 24(2), 67-89.
  4. S. J. Choi, H. K. Lim & Y. S. Park. (2009). Impact of Self-Leadership on the Enhancement of Performance of Customer Service Representatives in Customer Center. Journal of Industrial Economics and Business, 22(4), 1807-1832.
  5. J. H. Kim. (2007). On the Effects of the Key Factors for Service Quality Evaluation on Service Performance in the Cell Center. Academy of Customer Satisfaction Management, 9(1), 155-172.
  6. S. J. Gwak, K. J. Cheong & S. J. Choi. (2010). A Study on the Effects of the Job Burnout on the Customer Orientation, Job Satisfaction, and Turnover Intention of Customer Service Representatives at Customer Centers. Korea Business Review, 39(3), 541-576.
  7. H. S. Choi, H. C. Lim & M. G. Jeong. (2008). The Determinants of Employees' Emotional Labor in Cell Centers. Korean Corporation Management Review, 15(2), 53-68.
  8. I. S. Lee, C. S. Kim, J. H. Park & J. H. Ryoo. (2009). A Study on the Industry of Customer Contact Center Based on e-CRM: Its Current Status Analysis and Development Strategy. Journal of KECRA, 10(3), 3-28.
  9. M. W. Yum. (2010). A Study on the Effect of the Turnover with the Job Satisfaction and Organizational Commitment of Customer Service Representative. Journal of Industrial Economics and Business, 23(1), 483-504.
  10. H. K. Lee & Y. K. Sohn. (2016). A Prediction Model of Call Center Employee's Turnover Behavior: Focusing on Duties and Role of Organizational Communication. Academy of Customer Satisfaction management, 18(1), 145-174.
  11. H. C. Kang & J. C. Oh. (2014). A Study on Relationship among Emotional Labor, Burnout, Self Efficacy and Turnover Intention in a Contact Center Agent: Focused on Moderating Effect of Super Leadership. Korean Corporation Management Review, 21(6), 61-80.
  12. S. E. Cho & H. S. Yang. (2010). Impact of the Customer Orientation and Job Satisfaction as a result of the Consultant's Emotional Exhaustion at the Call Center. The Journal of the Korea Contents Association, 10(6), 386-403. https://doi.org/10.5392/JKCA.2010.10.6.386
  13. H. D. Kan, J. H. Lee & D. H. Kim. (2010). A Study on the Effect of Call Center Employee's Job Satisfaction on Productivity: An Empirical Study Through Cases at Mobile Telecommunication Company. The Journal of Society for e-Business Studies, 15(2), 107-135.
  14. A. Bandura & N. E. Adams. (1977). Analysis of Self-Efficacy Theory of Behavioral Change. Cognitive Therapy and Research, 1, 287-310. https://doi.org/10.1007/BF01663995
  15. H. G. Kwon & B. G. Park. (2010). The Effects of Transformation Leadership and Self-Efficacy on Job Satisfaction: Moderating Roles of Work Flow and Organizational Commitment. Journal of Human Resource Management Research, 17(2), 203-218.
  16. J. Y. Lee. (2009). Moderating Effects of Self-Efficiency in the Emotional Labor and Burn-Out Process. Journal of Human Resource Management Research, 16(4), 237-260.
  17. H. S. Kim, D. G. J & H. J. Choo. (2011). Transactions: The Effect of Salesperson's Self-Efficacy and Work Overload on Emotional Labor and the Mediating Role of Emotion. Journal of the Korean Society of Clothing and Textiles, 35(10), 1150-1160. https://doi.org/10.5850/JKSCT.2011.35.10.1150
  18. Y. K. Yang. (2011). A Study on Burnout, Emotional Labor, and Self-Efficacy in Nurses. Journal of Korean Academy of Nursing Administration, 17(4), 423-431. https://doi.org/10.11111/jkana.2011.17.4.423
  19. H. Y. Shin. (2014). A Study on the Emotional Labor, Self-Efficacy and Burnout of Call Center Employees. Academy of Customer Satisfaction Management, 16(1), 159-178.
  20. K. B. Lee & M. S. Chung. (2008). The Effects of Fashion Product Salesperson's Emotional Labor, Self-Efficacy and Burnout on Customer-Oriented Selling Behavior. The Research Journal of the Costume Culture, 16(1), 33-47. https://doi.org/10.29049/rjcc.2008.16.1.33
  21. H. J. Kim. (2013). The Moderating Effect of Emotional Intelligence in the Relationship between Emotional Dissonance and Customer Orientation of Call Center Consultants. The Journal of Vocational Education Research, 32(5), 115-129.
  22. J. S. Kim. (2013). A Study about the Influence of the Care Workers Emotional Labor on Turnover Intention and Mediating Effects of Emotive Dissonance and Job Satisfaction. Korean Journal of Gerontological Social Welfare, 61, 163-187.
  23. M. K. Kwon & S. Y. Yoon. (2011). A Study on the Influence of Emotional Labor and Social Support on Airline Call Center Agent Burnout. The Journal Korea Navigation Institute, 15(5), 808-822.
  24. B. S. Kim, M. H. Kim, I, S. Lee & M. G. Jeong. (2010). The Impact of Hotel Foodservice Employee's Emotional Labor on Level Service Delivery: Focused on the Mediating Effect of Supervisor's Emotional Intelligence and Social Supports. Journal of Foodservice Management, 13(5), 319-340.
  25. E. J. Choi. (2011). Moderating Effect of Social Support on the Relationship Between Airline Tele-Communicator's Emotional Labor and Turnover Intention. The Journal of Korea Navigation Institute, 15(2), 171-180.
  26. J. H. Park & A. R. Lee. (2011). Hotel Management: Controlling Effect of Pro-Social Behavior in the Relation between Emotional Labor and Exhaustion of Hotel Employees: Focusing on Premium Hotels. Journal of Hospitality and Tourism Studies, 13(1), 234-253.
  27. H. S. Lee, S. D. Chang & H. N. Lee. (2016). Employees Perceived Emotional Leadership, Intrinsic-Extrinsic Rewards, and Withdrawal Behaviors in SMEs. Korean Journal of Resources Development, 19(4), 25-56. https://doi.org/10.24991/kjhrd.2016.12.19.4.25
  28. E. Babakus, U. Yavas & N. J. Ashil. (2009). The Role of Customer Orientation as a Moderator of the Job Demand Burnout Performance Relationship: A Surface Level Trait Perspective. Journal of Retailing, 85(4), 480-492 https://doi.org/10.1016/j.jretai.2009.07.001
  29. G. Chen, S. M. Gully & D. Eden. (2001). Validation on a New General Self-Efficacy Scale. Organization Research Methods, 4(1), 62-83. https://doi.org/10.1177/109442810141004
  30. C. M. Brotrid & R. T. Lee. (2003). Development and Validation of the Emotional Labor Scale. Journal of Occupational Health Psychology, 76, 365-379.
  31. B. G. Park. (2008). Effects of Organizational Support and Self-Efficacy on the Relationship Between Emotional Labor and Job Attitudes. Journal of Human Resource Management Research, 15(1), 69-85.
  32. G. A. Churchill. (1979). A Paradigm for Developing Better Measures of Marketing Constructs. Journal of Marking Research, 16(Fed), 64-73. https://doi.org/10.1177/002224377901600110
  33. S. Y. Lee & H. S. Yang. (2008). The Relations of Emotional Labor to Emotional Exhaustion and Turnover Intention in Call Center Workers. The Journal of the Korea Contents Association, 8(4), 197-210. https://doi.org/10.5392/JKCA.2008.8.4.197
  34. I. S. Kim. (2009). The Role of Self-Efficacy and Social Support in the Relationship between Emotional Labor and Burnout, Turn over Intention among Hospital Nurses. Journal of Korean Academy of Nursing Administration, 15(4), 515-526.
  35. M. K. Jung, K. J. Cheong & S. D. Cho. (2015). The Effects of Customer Contact Center Service Representatives'Ego-resilience and Social Support on Service Performance and Turnover Intention and The Mediating Roles of Happiness and Negative Role Perceptions. Journal of the Korea Service Management Society, 16(2), 87-114. https://doi.org/10.15706/jksms.2015.16.2.005