DOI QR코드

DOI QR Code

The moderating effects of converging smart work and supervisor's support in the study of turnover on job satisfaction in call centers

콜 센터에서 이직요인이 직무만족에 미치는 영향에 있어 스마트워크와 상사지원 융복합 서비스의 조절효과에 관한 연구

  • Kim, Kye-Chul (Chonnam National University Graduate School of e-commerce) ;
  • Cheong, Ki-Ju (Chonnam National University Graduate School, Department of e-commerce)
  • 김계철 (전남대학교 일반대학원 전자상거래학과) ;
  • 정기주 (전남대학교 일반대학원 전자상거래학과)
  • Received : 2015.01.02
  • Accepted : 2015.04.20
  • Published : 2015.04.28

Abstract

The purpose of this study is first to understand agent's turnover from both academic and perspectives. Then we suggest convergence of smart work paradigm and supervisor's support as the relieving factors of turnover, The research model of this study is based upon reviews of turnover literature, the smart work and supervisor's support as moderating variables from which research hypotheses were derived. The data came from the survey from financial sector agents such as banking, insurance, and others. The analyses has been done by SPSS 20.0, We used multiple regressions to test the effects of the tested variables on the dependent variable, job satisfaction. The results of this study find significant relations of smart work and supervisor's supports in relations to personal and job-related turnover. The implication is smart work and supervisor's supports play significant role in increasing job satisfactions. Major finding is too much supervisor's supports ignoring agent's situations may bring reverse effects on relieving turnover.

본 논문의 연구목적은 콜센터 상담사의 이직요인을 학문적 실무적 관점에서 고찰하고 이에 대한 완화방안으로 콜센터 서비스에 스마트워크 기술과 상사지원 서비스의 융복합이 상담사의 직무만족에 정의 효과를 나타내는지 여부를 검증하는데 있다. 본 연구는 상담사의 이직요인에 대한 선행 연구의 이론적 배경을 토대로 스마트워크 효과와 상사지원효과를 조절변수로 하는 연구모델과 가설을 설정하고, 금융분야의 콜센터 상담사를 대상으로 설문 조사를 실시하였다. 가설검증을 위하여 자료 분석은 SPSS 20.0을 사용하였으며, 영향관계 검증을 위해서는 다중회귀분석, 조절효과 검증을 위해서는 위계적 회귀분석을 사용하였다. 실증분석 결과 상담사의 개인적 이직요인에 대한 스마트워크 조절효과와 업무적 이직요인에 있어 업무 과부하는 상사지원이 상담사의 직무만족에 유의한 정(+)의 조절효과가 있는 것으로 나타났지만, 직무탈진감에 대한 상사지원 조절효과는 부(-)의 효과가 나타났다. 이는 상담사의 속사정을 모르는 지나친 상사의 지원은 오히려 상담사 개인의 자존심에 역효과를 주어 이직율 완화에 부정적인 영항을 줄 수 있다는 점을 의미할 수 있다.

Keywords

References

  1. Calvert, N.(2001), 'Today's changing call centre: An overview,' Journal of Database Marketing, 8(2), 168-175. https://doi.org/10.1057/palgrave.jdm.3240032
  2. KMAC, (2010). 'Call Center Industry Survey and Policy Research' National IT industry Promotion Agency
  3. Wsjeong(2008), 'Home agents operating practices', CJ Telenix, August 2008,
  4. Sung AhKim (2011), 'Emotional Care Management for Emotional Labour-:Korean Call Centre Case' Sookmyung Women's University
  5. Singh, J.(2000), 'Performance productivity and quality of frontline employees in service orgaizations,' Journal of Marketing, 64(2), 15-34. https://doi.org/10.1509/jmkg.64.2.15.17998
  6. Weatherly, K.A. and Tansik, D.A.(1993), 'Tactics used by customer-contact workers : effects of role stress, boundary spanning and control,' International Journal of Service Industry Management, 4(3), 4-17. Research, 58, 1330-1339. https://doi.org/10.1108/09564239310041643
  7. Sang Jong Gwak, Gwak.Ki Ju Cheong, Su Jeong Choi(2010), 'A Study on the Effects of the Job Burnout on the Customer Orientation, Job Satisfaction, and Turnover Intention of Customer Service Representatives at Customer Centers', Business Research Journal, Volume 39, Number 4
  8. Daniels, Kevin, Lamond, David and Standen, Peter (2001), 'Teleworking : Frameworks for Organizational Research,' Journal of Management Studies, Vol. 38 No. 8, pp. 1151-1185. https://doi.org/10.1111/1467-6486.00276
  9. Ki Ju Cheong (2001), 'A Study on The Management Strategy and Directions for Enhancing Productivity of Customer Center in Korea', Korea Information Strategy Institute Journal, Volume 4, Number 1
  10. Ki Ju Cheong(2012), 'Key issues and recommendations of the Korea Customer Service Industry', CIRC.
  11. Molbey, W.H.(1982), 'Employee Turnover : Cause, Consequences, and Control', M. A. Addision- Wesley
  12. Pigors, P.&Myers, C.A(1981). Personnel administration: A point of view and a meth, 9th ed., NY: McGraw-Hill.
  13. Kim, D. W(2013), 'The Effect of Justice Perception with regard to Pay-for-Performance Performance on Job Satisfaction and Organizational Commitment,' The Korean Governance Review, Vol. 20, No 3, pp. 199-222. https://doi.org/10.17089/kgr.2013.20.3.008
  14. Eunjeong. choi(2013), 'The cloud revolution to change the future', SERI Management notes, Vol. 181
  15. Jong-ho Joh(2011), Developmental tasks of Saramdaum education and fusion/combination researches: Focused on the research note regulation, (Korea National Sport University
  16. Hagen, M. S.(2012), 'Managemerial coaching: A review of the literature', Performance Improvement Quarterly, 24, 17-39. https://doi.org/10.1002/piq.20123
  17. Stowell, S. J(1986), 'leadership and coaching', Doctoral dissertion, University of Utah.
  18. 財經新聞. (2014), '高齢者の雇用促進.就業支援のためのプロジェクト本部を立ち上げ/ 第一弾として4月に 高齢者オペレ一タ一によるコ一ルセンタ一 開設'.