• Journal of the Korea Society of Computer and Information
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• v.16 no.11
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• pp.209-217
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• 2011

Recently, As it takes charge of the customer service in many enterprises, the importance of call center has been emphasized more and more. The growth of call center industry is leading lots of call center agents. But, Call center agent's frequent turnover deteriorates the labor productivity and quality. Also, This turnover increases training cost and recruit cost. For these reasons, management turnover in call center is emerging as an important issue. The purpose of this study is to analyze the relationship of job satisfaction factors, job satisfaction, organizational commitment and turnover intention of call center agent. To achieve these objective, as a conceptual model of the study, job satisfaction factors, job satisfaction, organizational commitment and turnover intention were reviewed and the model could be estimated through path analysis. According th the finding of this study, job satisfaction factors have positively impact on the job satisfaction, organizational commitment but have not directly impact on the turnover intention. Also job satisfaction and organizational commitment have negatively impact on the turnover intention. As a result, the meaningful implication of this study suggests that the increase of both job satisfaction and organizational commitment through the improvement of job satisfaction factors should be regard as important dimensions to decrease of turnover intention of call center agents.

• Korean Journal of Social Welfare
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• v.69 no.2
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• pp.191-218
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• 2017

The purpose of this study was to examine the effect of the possibility of job-related risk, emotional labor, and emotional leadership on the job turnover intention of caregivers working at the long-term care facilities in Korea. For the study, survey data of 434 caregivers at senior nursing homes were collected and analyzed using hierarchical multiple regression method. The results showed that high level of caregivers'perception of both the possibility of management risk and employee risk led to increased turnover intention. On the other hand, perception of the possibility of social-disaster risk did not give significant impact on turnover intention. Although the perception of the possibility of service user risk gave statistically significant effect on the turnover intention, the direction was the opposite to the one set at the research hypothesis. Frequent camouflage behavior("surface acting") of caregivers, which is the kind of emotional labor led to increased turnover intention. However, caregivers'behavior consistent with their inner warm heart("deep acting") did not lead to a statistically significant result. Lastly, the more caregivers perceive their superiors'emotionally supportive leadership, the lower possibility of turnover intention. Based on the above result, the researchers suggested several intervention methods in order to prevent turnover of caregivers and improve service quality of long-term care institutions.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.16 no.2
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• pp.1318-1327
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• 2015

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.

• Journal of the Korean Society of Marine Environment & Safety
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• v.26 no.7
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• pp.787-797
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• 2020

The marine officer plays a pivotal role in the shipping organization as a professional who performs a complex and diverse function. On the sea, unlike land duty, the possibility of turnover increases due to characteristics such as living in isolated spaces, continuous shift work during a set sailing period, high intensity work tension, stress, and social isolation. In this study, the impact of the organization's civic actions on the intention of turnover as a mediator of organizational immersion was divided into three groups of large companies, small and medium-sized enterprises, and public enterprises to check the differences between each category in a structural manner. Analysis showed that there were statistically significant differences between the groups in loyalty and turnover intention when the sub-factors of organizational commitment and organizational citizen behavior of the marine officer, and the size of turnover intention were included. Organization citizen behavior did not directly affect turnover intention, but when indirect effects were included, there was an effect through loyalty, and relationship-oriented organizational citizen behavior negatively affected turnover intention through loyalty. Excluding public enterprises, the non-standardization path coefficients were -0.229±0.117 and -0.319±0.068, respectively, showing a statistically significant effect in large companies and SMEs. These results indicate that in order to lower the employee turnover intention in large corporations and small and medium-sized shipping companies, it is necessary to consider not only organizational citizen behavior but also measures to increase organizational commitment.

• Industry Promotion Research
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• v.8 no.1
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• pp.95-102
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• 2023

This study identified the relationship between stress and burnout that affects turnover intention of daycare center operators in the process of childcare and operation, and analyzed the role of burnout in the correlation between stress and turnover factors in Child Care Center Directors. The research results are as follows. First, the higher the stress of the Child care center director, the higher the burnout. In particular, among the stresses, the director confirmed that the higher the stress on faculty management and administrative and financial management, the higher the burnout. Second, the higher the burnout of the director of the Child care center, the higher the turnover intention. Third, it was confirmed that the higher the stress of the Child care center director, the higher the turnover intention. Fourth, as a result of verifying the mediating effect presented in this study, it can be said that burnout has a mediating effect in the correlation between stress and turnover intention, and since the direct effect of stress on turnover intention is not significant, this mediating effect is completely mediating. can be said. In conclusion, it was confirmed that preventing job burnout is the most important issue for managing stress, which is the most important factor for turnover of Child care center Directors. Therefore, it can be said that stress and burnout have a significant correlation among job factors of childcare center directors.

• 한국노년학
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• v.31 no.2
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• pp.277-290
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• 2011

The present study examined the impact of work stress and job satisfaction on intention to leave among staff including social workers, nurses, and care workers. The study subject included 235 staff in a welfare organization that provides long-term care services. Data was analyzed using multiple linear regression. The findings of the study show that work stress and job satisfaction affect intention to leave in the context of welfare organizations. Demographic variables were not the main focus of this study and thus these results are incidental. Staff with higher levels of work stress were more likely to think about leaving, while those with grater job satisfaction were less likely. There were several limitations in this study. Generalizability of the findings are limited to staff working in the province of Jeonnam. The results have important implications for the development of strategies to minimize turnover intention in long-term care. Reducing the intent to leave is desirable for issues of both cost reduction and quality of care. Managers could perhaps start to consider decreasing work overload assigned to staff. This study also provides some insight into the work status of new staff. Clearly this finding needs to be explored in further research studies. A more comprehensive model is likely required to adequately explain intention to leave the job.

• The Journal of the Korea Contents Association
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• v.12 no.8
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• pp.256-263
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• 2012

The purpose of this study is to investigate how hotel employees' musculoskeletal pain, which is likely caused by their poor working environment, affects their intent on changing jobs. The participants of this study were 200 hotel employees who were experiencing musculoskeletal pain. They were asked four questions through face-to-face interviews and questionnaires. They were asked four questions through face-to-face interviews and questionnaires. These four questions were about musculoskeletal pain, the employees' working environment, their turnover intention, and their general personalities. This study finds that the musculoskeletal pain is related to the employee's turnover intention. Based on its findings, this study claims that an adequate working environment and various preventative programs are necessary to decrease the number of employees resigning and to prevent musculoskeletal pain.

• Korean Journal of Childcare and Education
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• v.7 no.4
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• pp.205-221
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• 2011

This study purposed to examine the interaction effects of child care teachers' child care efficacy and burnout on their job turnover intention and occupational turnover intention. For this purpose, we conducted a questionnaire survey with 251 child care teachers. The results of this study are summarized as follows. First, child care teachers' occupational turnover intention was stronger than their job turnover intention. Second, job turnover intention to another child care facility was affected by burnout, but occupational turnover intention to another job was affected by high burnout, low child care efficacy, and interaction between the two factors. With regard to the interaction effects, child care teachers with high burnout were found to control their occupational turnover intention through child care efficacy. Accordingly, in order to prevent child care teachers' job turnover and occupational turnover, it is necessary to develop strategies to reduce their burnout experienced in child care activities and enhance their child care efficacy.

• Journal of Convergence for Information Technology
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• v.10 no.9
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• pp.191-199
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• 2020

This study conducted a self-written questionnaire survey on the correlation between job satisfaction, emotional labor, and turnover intention of dental hygienists according to the gender of dental medical institutions. Job satisfaction was high smoking cessation, emotional labor was low age. Turnover intention was low in over 35 years old, number of employees was 11-20, was high in smoking. For women, job satisfaction was high 10 years experience, university, 20 employees. Emotional labor was low age, drinking. Intention to turnover was high in college, single, drinking. Men's emotional labor was 0.22 times less than women's, but their turnover intention was 3.9 times higher. The number of employees was 2.7 times higher than 10 employees. Therefore, efforts to raise job satisfaction and reduce emotional labor and turnover intentions should be made systematically in consideration of gender differences.

• Journal of Korea Society of Industrial Information Systems
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• v.22 no.5
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• pp.65-84
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• 2017

This Study is Empirically Analyzed the Relationship among Personality, Job Satisfaction and Turnover Intention of Marketing Counselor of Mutual aid Fund for Small Enterprises and Small Enterprisers. The Collected 205 Counselors Data were Verified the Cause-and-effect Relationship and Mediated Effects among Variables by Exploratory Factor Analysis, Reliability Analysis, Multiple Regression Analysis. Personality Traits have a Significant Effect on Job Satisfaction and Turnover Intention. Job Satisfaction was Proved to have a Mediating Effect Between Personality Factors and Turnover Intention. In order to Encourage the Counselor to work and to Improve the Effectiveness of System, this Study Suggested the Necessity of Job Satisfaction Improvement Strategy According to Personality Characteristics of Counselor.