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Effects of The Call Center Counselors' Personal Characteristics and Perceived Organizational Support on Organizational Commitment and Organizational Citizenship Behavior

콜센터 상담사들의 개인특성과 조직후원인식이 조직몰입, 조직시민행동에 미치는 영향

  • Noh, Hyun-Woo (Business Administration, Graduate School of Anyang University) ;
  • Han, Kyung-Il (Business Administration, Anyang University)
  • 노현우 (안양대학교 대학원 경영학과) ;
  • 한경일 (안양대학교 경영학과)
  • Received : 2013.06.13
  • Accepted : 2013.07.20
  • Published : 2013.07.28

Abstract

This study is to establish the effect of the call center counselors' personal characteristics and perceive organizational support(POS) on their organizational commitment and organizational citizenship behavior(OCB). through survey targeting 290 call center counselors in Seoul. Accordance with these conclusions, Self-esteem, Self-efficacy except Emotional Intelligence were positive(+) influence on Organizational Commitment. and Emotional Intelligence, Self-esteem, Self-efficacy were positive(+) influence on OCB. Also Self-esteem and Organizational Commitment, OCB were full mediation on POS And Self-efficacy and Organizational Commitment, OCB were part mediation on POS. This result implies call center needs the approach method and different perspectives to increase the degree of call center counselors' organizational commitment.

Keywords

Emotional Intelligence;Self-esteem;Self-efficacy;Perceived Organizational Support(POS);Organizational commitment;Organizational Citizenship Behavior(OCB)