The Study on the Emotional Labor, Emotional Exhaustion and Turnover Intention of Call Center Tele-Communicators

콜센터 상담원의 감정노동과 감정소진 및 이직의도에 관한 연구

  • 이수연 (호서대학교 경영학, 제이앤비컨설팅) ;
  • 양해술 (호서대학교 벤처전문대학원 정보경영학과)
  • Published : 2008.09.30


This study shows the factors which have an effect on the emotional exhaustion and turnover intention in call center tole-communicators who perform emotional labor using telephone without direct confronting with clients. This study empirically shows 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 tole-communicators.