Browse > Article
http://dx.doi.org/10.5762/KAIS.2015.16.2.1318

Relationship Between Occupational Stress and Turnover Intention Among Call Center Counselors  

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)
Publication Information
Journal of the Korea Academia-Industrial cooperation Society / v.16, no.2, 2015 , pp. 1318-1327 More about this Journal
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.
Keywords
Call center; Counselor; Occupational stress; Turnover intention;
Citations & Related Records
Times Cited By KSCI : 8  (Citation Analysis)
연도 인용수 순위
1 J. H. Lee, W. H. Cho, S. J. Chang, Y. H. Kim. "The Effects of Work and Psychosocial stress on job Satisfaction, Organizational Commitment, and Leaving Intention in General Hospital Female Office Workers". Korean journal of hospital management, 17(1), p.1-22. 2012.
2 H. J. Lee, Y. C. Cho, "Relationship Between Job Satisfaction and Turnover Intention Among Nurses in General Hospitals", Graduate School of public Health Chungnam National University, 2014.
3 E. J. Choi, "A Study on the Internal Service Quality of Airline Call Center's Agent on job Satisfaction and Turnover Intention". The journal of Korea Navigation Institute, 13(5), p.619-629. 2009.
4 S. Yub, S. D. Cho, K. J. Cheong, "The Relationships of Call-Center Service Quality, Representative Trust, Campany Trust and Company Brand Attachment and The Moderating Role of Call-Center Service Types", Korea Marketing Review, 28(5), p.127-149, 2013.
5 J. E. Oh, "A Study on Inbound Call-Center Agents' Ability to Respond to Clients that is Regarded Important when Booking a Travel Package", Tourism Research Journal, 27(6), p.187-199, 2013.
6 S. H. Cho. K. H. Park, "A Study on Service Process Modeling for the Performance of the Non-face-to-face Call Center", The Society of Digital Policy & Management, 12(1), p.149-161, 2014. DOI: http://dx.doi.org/10.14400/JDPM.2014.12.1.149   DOI
7 E. J. Choi, "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), p.171-180, 2011.
8 S. Y. Lee, H. S. Yang, "The Relations of Emotional Labor to Emotional Exhaustion and Turnover Intention in Call Center Workers". The Korea Contents Society, 8(4), p.197-210, 2008. DOI: http://dx.doi.org/10.5392/JKCA.2008.8.4.197   DOI
9 S. Y. Yoon, "A Study on the Emotional Labor, Burnout and Turnover Intention of Airline Call Center Wokers". The journal of Korea Navigation Institute, 14(1), p.1-10, 2010.
10 C. G. Park, K. S. Park, Y. S. Kang, "Job Stress, Job Satisfaction, and Organizational Commitment of Customized Home Health Care Nurse". Korean Society for Agricultural Medicine and Community Health, 38(1), p.39-48, 2013. DOI: http://dx.doi.org/10.5393/JAMCH.2013.38.1.039   DOI   ScienceOn
11 N. H. Lee, J. U. Kim, "The Influences of Emotional Labor and Emotional Intelligence on Call Center Tele-Communicators' Job Burnout", Characteristics of Teacher. Journal of Vocational, 33(2), p.103-120, 2014.
12 E. J. Choi, "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), p.171-180, 2011.
13 E. J. Seong, "A Study on Obligation of Safety Consideration for Emotional Laborers : With a Focus on Rights to Refuse Hazardous Work". Ewha Law Review, 4(1), p.65-96, 2014.
14 J. M. Park, D. S. Park, J. K. Lee, S. K. Ahn, "An Empirical Study on the Relationship between Emotional Labor Strategies and Turnover Intention : The Mediating Role of Job Burnout and the Moderating Role of Job Performance", The Korean Society of Management Consulting, 14(4), p.173-186, 2014.
15 K. J. Yoo, "An Empirical Study on Grievant Handling Procedure for Workers at Call Center of Financial Companies", Korea Univ. Labor Education and Research Institute, 20, p.195-239, 2010.
16 Sczesny Sabine, Stahlberg, Dagmar, "Sexual harassment over the telephone: occupational risk at call centers". WORK & STRESS, 14(2), p.121-136, 2000. DOI: http://dx.doi.org/10.1080/026783700750051649   DOI
17 Http;//www.callcenter.or.kr, Korea Callcenter Information Research Center, p.5,
18 S. J. Chang, S. B. Koh, Dongmug Kang, Seong-Ah Kim, et al. "Developing an occupational stress scale for Korean employees". Annals of Occupational and Environmental Medicine, 17(4), p.297-317, 2005.
19 Mobley William H, Griffeth Rodger W, Hand Herbert H, Meglino B.M, "Review and conceptual analysis of the employee turnover process", Psychological Bulletin, 86(3), p.493-522. 1979. DOI: http://dx.doi.org/10.1037/0033-2909.86.3.493   DOI
20 G. H. Lee, "The Impact of Career Plateau on Turnover Intentions : Concerning on Bank Employees". Graduate School of Hanyang University, Master's Theses, 2004.
21 D. H. Kim, Y. C. Cho. "Occupational Stress and Its Associated Factors among Male Workers in Small scale Manufacturing Industries under 50 members". Digital Policy Institute. Digital Policy, 10(10), p.405-413, 2012.