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http://dx.doi.org/10.14400/JDC.2020.18.1.333

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

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)
Publication Information
Journal of Digital Convergence / v.18, no.1, 2020 , pp. 333-342 More about this Journal
Abstract
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.
Keywords
Customer Center; Task Shift; Motivation; Self-Efficacy; Emotion Control; Retractation of Turnover Intention;
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Times Cited By KSCI : 3  (Citation Analysis)
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