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http://dx.doi.org/10.6115/fer.2015.028

The Effects of Consumer Counselor's Reaction and Counseling Work Stress on Counseling Work Satisfaction and Work Performance  

Huh, Kyungok (Department of Living Culture and Consumer Science, Sungshin Women's University)
Publication Information
Human Ecology Research / v.53, no.4, 2015 , pp. 351-362 More about this Journal
Abstract
This study examined differences in counseling work and work performance in a firm by the individual characteristics of counselors. This study also investigated the effects of consumer counselor's reaction and stress from counseling work on counselor satisfaction in regards to counseling work and work performance. The results of this study are as follows. First, consumer counselor's work satisfaction was high for female counselors, university-educated, with middle or high status occupations, had short work years, had a higher tendency towards consumerism, worked in a counseling department with an active reaction policy towards consumer complaints, and had a lower level. Second, the work performance of a counselor was high for those who were older, university-educated, had short work years, worked in large-size counseling departments in a firm, had a higher tendency of consumerism, and worked in counseling departments with active reaction policies toward consumer and consumer's complaints. Third, consumer counselor's work stress effected work satisfaction but did not influence work performance. The counselor's reaction towards consumer's complaints influenced the work performance but did not influence the work satisfaction of a counselor.
Keywords
consumer counselor; work performance; work stress; counselor's reaction; work satisfaction;
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Times Cited By KSCI : 4  (Citation Analysis)
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