The Relations of Emotional Labor to Emotional Exhaustion and Turnover Intention in Call Center Workers

콜센터 근로자의 감정노동과 감정소진 및 이직의도의 관계에 대한 연구

  • 이수연 (호서대학교 벤처전문대학원) ;
  • 양해술 (호서대학교 벤처전문대학원)
  • Published : 2008.04.28


In this paper, I show the factors which have an effect on the emotional exhaustion and turnover intention in call center workers who perform emotional labor using telephone without direct confronting with clients. I empirically show that emotional exhaustion decreases job satisfaction and increases turnover intention. Therefore the emotional exhaustion is the important managing factor for efficient management of call center. To weaken emotional exhaustion, it is necessary to decrease time pressure in call center work. To weaken turnover intention, it is important to strengthen superior support. This study makes a contribution in providing the fact that emotional exhaustion is an important managing factor in administration of call center worker.


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