콜센터의 직무환경, 소진, 고객지향성의 영향관계에 관한 연구

• 영문명: The Relationship between Job Setting Variable, Burnout and Customer Orientation
• 발행기관: 관광경영학회
• 저자명: 윤시내(SiNae Yun) 박완순(WanSoon Park)
• 간행물 정보: 『관광경영연구』제11권 제4호, 53~76쪽, 전체 24쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2007.12.31

영문 초록

This paper examines the conditions of working environment of two domestic airline's call cetnters. working for call center typically requires high levels of sustained interaction with customers which can links to burnout and customer orientation. Call center representative(CCR) can also become targets of hostile customer. Therefore, customer handling and working circumstance are regarded as major variables to bring burnout of CCR. So this study focused on correlation and influence between call center working environment and support of manager and co-worker to burnout of CCR, Which may cause the major variable to customer orientation. This paper draws upon survey data from 231 CCR to identify the factors that are associated with burnout and customer orientation. A modelling of data using SPSS 12.0 revealed that working environment and social supports were verified as a major variables to he level of CCR's burnout which has direct concern to customer orientation.

목차

I. 서 론

II. 이론적 배경

III. 조사설계

IV. 실증분석 결과 및 시사점

V. 결과 및 시사점

참고문헌

키워드

working environment social support burnout customer orientation