Journal of Families and Better Life (가정과삶의질연구)

Korean Home Management Association (가정과삶의질학회)
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Business and Workers' Needs for Flexible Work Arrangements : Focusing on the Case of a Customer Center Business

유연근무제에 대한 기업의 요구와 근로자의 요구 : CS(고객센터)기업 사례를 중심으로

  • Kim, Seon Mi (Department of Family Welfare, Gwangju University) ;
  • Lee, Hyun Ah (Research Institute of Human Ecology, Seoul National University)
  • Received : 2014.01.15
  • Accepted : 2014.05.23
  • Published : 2014.06.30
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Abstract

This study attempted to explore business and workers'needs for flexible work arrangements focusing on the case of a customer center business. We conducted in-depth interview and focus group interviews with the CEO of the company as well as with workers employed at the company in order to identify their need for flexible work arrangements. The subject of this study is a customer service center business that offers a variety of flexible work arrangements. We found that there is a need for flexible work arrangements in terms of both businesses and workers. These results suggest that flexible work arrangements can be activated when they meet the needs of businesses and workers. Flexible work arrangements can be activated when they meet the businesses'goals in human resource management and workers'goals for achieving work-family balance.

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References

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