항공사 콜센터 상담원의 감정노동이 소진에 미치는 영향

• 영문명: The Relationship between Emotional Labour and Burnout in Airline Call Center
• 발행기관: 관광경영학회
• 저자명: 윤시내(Sinae Yun) 이승륜(Seungryun Lee)
• 간행물 정보: 『관광경영연구』제11권 제1호, 99~117쪽, 전체 19쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2007.02.28

영문 초록

This study examines emotional laborand burnout in domestic airline call centers. Call center work typically requires high levels of sustained interpersonal interaction with customers, which can lead to emotional laborand burnout. Because call center representatives(CCR) are required to suppress their true feelings and emotionally detach themselves from difficult or hostile customers. And also they are related to the tension between management's goal of customer satisfaction and customer throughput. This study is to analyze the relationship between emotional labor and burnout. The collected materials analyzed technical statistics and interrelation, revolutions as using the SPSS for Window 10.0. This study revealed emotional dissonance that affected the level of emotional exhaustion of CCR.

목차

Ⅰ. 서 론

Ⅱ. 이론적 배경

Ⅲ. 조사설계

Ⅳ. 실증분석 및 결과

Ⅴ. 결론 및 시사점

참고문헌

키워드

Call Center Emotional Labour Burnout Emotional Exhaustion