콜센터 팀장의 리더십 역할유형이 상담원의 수용도를 매개로 조직유효성에 미치는 영향에 관한 연구

• 영문명: The Role and Effect of the Call Center Supervisor on Organizational Effectiveness Mediated Through Employee Acceptance
• 발행기관: 한국창업학회
• 저자명: 강지현(Ji hyun Kang) 유왕진(Wang jin Yoo)
• 간행물 정보: 『한국창업학회 Conferences』2014년 추계학술대회 발표집, 411~437쪽, 전체 27쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2014.09.30

영문 초록

This study examines how the behaviors of the members in a call center supervisor and employee unit impact organizational effectiveness. The study first assesses the validity of the supervisory role as an active contributor towards organizational effectiveness before analyzing the mediating effect of the acceptance rate exhibited by employees with regard to the supervisory role. Conclusions concerning the positive influence of both the supervisory role and acceptance of the supervisory role were drawn on the basis of data gathered by distributing questionnaires to call center employees at K Bank. The findings of the study are as follows. First, the study divided the supervisory role into four types-innovative leadership, task-based leadership, hierarchical leadership, and relational leadershipand categorized the three components of organizational effectiveness as organizational commitment, job satisfaction, and job performance, on the basis of which the supervisory role was proven to have a mutually valid relationship to organizational effectiveness. Second, in its analysis of the psychological aspect of supervisor acceptance rates, the study discovered that only task-based leadership has a partial mediating effect on job performance, while innovative leadership, hierarchical leadership, and relational leadership proved to have a full mediating effect. Third, in its analysis of the behavioral aspect of supervisor acceptance rates, the study determined that innovative leadership and task-based leadership have a partial mediating effect on job performance, where as hierarchical leadership and relational leadership have a full mediating effect. Thus, the results of the study verify the critical importance of supervisor acceptance rates in the area of organizational effectiveness. The study concludes by suggesting several methods through which organizational effectiveness may be achieved, including enhancing organizational commitment through the cultivation ofa sense of unity among employees and facilitation ofthe communication process between supervisor and employee; elevating job satisfaction by assuring employees of their future prospects within their field and encouraging them to recognize the value of their work; and augmenting job performance by imparting work tactics and implementing opportunities to improve job ability which would result in higher customer satisfaction.

목차

Ⅰ. 서론

Ⅱ. 콜센터와 팀장 역할유형에 관한 이론적 고찰

Ⅲ. 수용도와 조직유효성에 관한 이론적 고찰

Ⅳ. 실증연구

Ⅴ. 콜센터의 조직유효성 향상방안 및 결론

참고문헌

ABSTRACT

키워드

Role & Effect Call Center Supervisor Acceptance Organizational Effectiveness