• Journal of the Korea Academia-Industrial cooperation Society
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• v.21 no.5
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• pp.466-475
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• 2020

Current performance evaluation of call center employees is dependent on the number of calls they have resolved, regardless of the individual and social characteristics of employees. However, since call center tasks are highly customer-oriented and emotional laborious, individual capability as well as social characteristics of employees is critical to performance. Therefore, this study analyzed the relationship between employees' individual/social characteristics and their performance. To extract individual characteristics, a repertory grid technique was employed, whereas social network analysis was conducted to extract the social characteristics of employees. Using individual and social characteristics as input variables, multiple regression was conducted to analyze the effect of each variable on performance. As a result, in-degree centrality of dining network, initiative characteristics, open characteristics, and enjoyment of studying were determined to be important variables for performance. This study is expected to be used in both performance management and human resource management of call center practices.

• Korean Journal of Culture and Social Issue
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• v.15 no.4
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• pp.529-546
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• 2009

Korean clients show a tendency to hide the real causes of problem. Therefore the 'grasping the real cause of a problem' is regarded as the first characteristic in Reality Dynamic Counseling. Many counselors stress over how express empathy with a client rather than understanding a problem. However the attitude change wouldn't be attained without grasping the real cause of a problem. The researcher tries to demonstrate how this characteristic is at play in counseling process. The researcher illustrates this process by 'narrative method' as one of qualitative research methods. The client who had received counseling for stress disorder and insomnia took a turn for the better as soon as getting at the truth of his problem.

• Journal of Digital Convergence
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• v.16 no.7
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• pp.27-34
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• 2018

This study was conducted to identify the contents of major consulting needs of SMEs using Big Data and to suggest the efficiency of operation. The subjects of the study were counseling cases posted on the website of the Business Support Center of the Ministry of SMEs and Startups. To do this, from 2009 to March 2018, we crawled about 7,000 cases of counseling cases, followed by word cloud analysis centering on effective keyword. The main results were as follows: First, the frequency of counseling cases in each field was found in the order of establishment, management strategy, human resources, financial order. Second, in word cloud analysis, the most frequent keyword related to counseling demand were small businesses, exports, methods, procedures, registration and authentication. In this study, we obtained research results that we can improve the efficiency of the policy in real time from a new point of view by conducting big data analysis on public policy.

• Journal of Digital Convergence
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• v.11 no.7
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• pp.75-81
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• 2013

In this study, career counseling collegiate career maturity differences before and after program implementation through proven collegiate career counseling program development and future of the University Career guidance and on the basis of the direction is set. Verification results first college career counseling program has not been applied to the experimental group than in the control group were improved career attitude maturity level.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.16 no.12
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• pp.8800-8811
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• 2015

When the crucial role of the agent in communicating with the customer is acknowledged well enough to relieve the agent's stress, it will lead to the decrease of the agent's emotional labor and the improvement of the business organization's performance simultaneously. However, the research on the relationship between information system and the emotional labor has been scarcely conducted even though the importance of the emotional labor is actively researched and discussed these days. Therefore, much effort has been put in this study to fine out how the quality of airline call center information system affects expectations-conformation and how expectations-conformation and self-efficacy affect performance of Emotional Labors. Analysis of the results to target a call center agent 436 people, When you provide them with quality information systems, it increased satisfaction and pride in their job. This mechanisms subsequently reduces the strength of the emotion labor, which ultimately improves the service performance. The implications of this study can be summarized as following: First, this research presented practical guidelines to the organization's decision-makers related to the airline call center operations in order to introduce and expand successful call center information system. Second, this research suggested the possible method to inspect and diagnose the system by way of applying the measurement model mentioned in this research into the airline information system and analyzing it. Third, the performance-measuring model developed in order to measure the performance of the airline call center information system can also be used when we carry out the performance-measuring task in the similar information system as the basis of diagnosing the situation and presenting the driving directions.

• The Journal of the Korea Contents Association
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• v.21 no.12
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• pp.632-644
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• 2021

The purpose of this study was to examine the mediating effect of ego-resilience and countertransference management ability in the relationship between counselor's adult attachment and development levels of counselors. For this purpose, 389 counselors who conducted more than 5 times of verbal counseling per case were surveyed for 3 weeks using the online questionnaire function. Data were analyzed using SPSS 21 and AMOS 21, reliability analysis was conducted, and constructed structural equation model(SEM) and to verify validity, fitness, and mediating effects. The results of the analysis are as follows: First, counselor's attachment anxiety and attachment avoidance had indirect effects on the ability to manage countertransference through the medium of ego-resilience(p<.001). Second, counselor's attachment avoidance had an indirect effect on counselor's developmental level through countertransference management ability(p<.05). Third, it was confirmed that counselor's attachment anxiety and attachment avoidance had an effect on counselor's development level through double mediation of ego-resilience and countertransference management ability(p<.001). The significance and limitations of these results and suggestions for follow-up studies were discussed.

• Proceedings of the Korean Society for Quality Management Conference
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• 2010.04a
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• pp.102-112
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• 2010

소상공인지원센터'는 1999년 개설 이해 2010년 현재 61개 센터(분소 16개 포함)가 운영되고 상담수요도 증가하고 있으나, 동시에 비효율성의 문제도 증가하고 있지만 이에 대한연구는 전무한 상태이다. 이에 동 센타의 핵심역량인 '전문상담사'의 직무만족과 조직몰입에 영향을 미치는 요인을 규명하여, 효율성을 제고한 양질의 상담서비스를 제공함으로서 소상공인 및 예비창업자들의 창업이나 경영성과 향상에 기여함과 동시에, 공공서비스 품질향상 척도로서 활용되기를 기대하며 본 연구를 추진한다.

• Journal of Digital Contents Society
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• v.9 no.3
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• pp.379-388
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• 2008

This paper is to redefine the concept of Cyber Career Counseling Activation(=C-C-C-A) and verify the effects of the factors affecting the C-C-C-A at Korean academic high school level in Kyunggi Province. In this research, we hypothesize that the three independent variables increase the effects of Cyber Career Counseling Activation.. To discuss the hypothesis, we analyzed survey data of 322 students who had taken Cyber Career Counseling in December 2007 based on Structural Equation Model. The results are as follows: First, the three crucial factors(Expanding C-C-C Opportunities, Improving C-C-C Service, Establishing C-C-C Service System) increase the C-C-C-A effectiveness. Second, as a result of Confirmatory Factor Analysis(CFA), the goodness of fit indices(GFI, AGFI, CFI, RMSEA) demonstrate statistical significance and fitness of the C-C-C-A Model. Therefore, the outcomes show that the three factors are the significant ones of Cyber Career Counseling Activation Model.

• Korean Journal of Childcare and Education
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• v.8 no.5
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• pp.231-252
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• 2012

This study examined the influence of job stress and personal resources (hardiness, optimism) of child counselors on their burnout and work engagement. For the study, 171 child counselors were surveyed. The main effects of job stress and personal resources on burnout and engagement were tested using hierarchical multiple regression analysis. The findings of this study were as follows: First, the study showed that both job stress and personal resources were related to burnout and work engagement. Specially, job stress was more closely related to burnout, whereas personal resources were more closely related to work engagement. Second, hardiness as personal resources reduced the level of burnout in child counseling. Third, although job stress negatively affected the level of work engagement, personal resources (hardiness, optimism) were relevant predictors of work engagement. Hardy and optimistic child counselors are less likely to experience burnout, they are more likely to experience vigor, dedication, and absorption on their job. Based on the results of this study, the practical implications for child counselors were discussed.

• Journal of Gifted/Talented Education
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• v.23 no.6
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• pp.1035-1054
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• 2013

While the importance of needs and effectiveness of counseling for the gifted and talented has been actively studied, factors that practitioners and researchers have to consider in designing counseling programs less have been studied. The main aim of this study is to establish a foundation of counseling for the gifted and talented research by investigating factors which impede gifted youths' intentions toward counseling and by suggesting structural model which explains the relationships between the factors. The author(s) investigated the effects of parental emphasis on academics, personal emphasis on academics, attitudes toward seeking professional help, surrounding attitudes for consultation on gifted youths' intentions. The result shows that the effects of parental emphasis to academics on gifted youths' intentions toward counseling are mediated by attitudes toward seeking professional help and surrounding attitudes for consultation. Implications, limitations, and future research directions are discussed.