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@article{ART001282446},
author={이수연 and HaeSool Yang},
title={The Study on the Emotional Labor, Emotional Exhaustion and Turnover Intention of Call Center Tele-Communicators},
journal={Journal of The Korea Society of Computer and Information},
issn={1598-849X},
year={2008},
volume={13},
number={5},
pages={291-308}

TY - JOUR
AU - 이수연
AU - HaeSool Yang
TI - The Study on the Emotional Labor, Emotional Exhaustion and Turnover Intention of Call Center Tele-Communicators
JO - Journal of The Korea Society of Computer and Information
PY - 2008
VL - 13
IS - 5
PB - The Korean Society Of Computer And Information
SP - 291
EP - 308
SN - 1598-849X
AB - EThis study shows the factors which have an effect on the emotional exhaustion and turnover intention in call center tele-communicators who perform emotional labor using telephone without direct confronting with clients. This study empirically shows that emotional exhaustion decreases job satisfaction and increases turnover intention. Therefore the emotional exhaustion is the important managing factor for efficient management of call center. To weaken emotional exhaustion, it is necessary to decrease time pressure in call center work. To weaken turnover intention, it is important to strengthen superior support. This study makes a contribution in providing the fact that emotional exhaustion is an important managing factor in administration of call center tele-communicators.
KW - 감정노동(Emotional Labor);감정소진(Emotional Exhaustion);직무만족(Job Satisfaction);이직의도(Turnover Intention)
DO -
UR -
ER -

이수연 and HaeSool Yang. (2008). The Study on the Emotional Labor, Emotional Exhaustion and Turnover Intention of Call Center Tele-Communicators. Journal of The Korea Society of Computer and Information, 13(5), 291-308.

이수연 and HaeSool Yang. 2008, "The Study on the Emotional Labor, Emotional Exhaustion and Turnover Intention of Call Center Tele-Communicators", Journal of The Korea Society of Computer and Information, vol.13, no.5 pp.291-308.

이수연, HaeSool Yang "The Study on the Emotional Labor, Emotional Exhaustion and Turnover Intention of Call Center Tele-Communicators" Journal of The Korea Society of Computer and Information 13.5 pp.291-308 (2008) : 291.

이수연, HaeSool Yang. The Study on the Emotional Labor, Emotional Exhaustion and Turnover Intention of Call Center Tele-Communicators. 2008; 13(5), 291-308.

이수연 and HaeSool Yang. "The Study on the Emotional Labor, Emotional Exhaustion and Turnover Intention of Call Center Tele-Communicators" Journal of The Korea Society of Computer and Information 13, no.5 (2008) : 291-308.

이수연; HaeSool Yang. The Study on the Emotional Labor, Emotional Exhaustion and Turnover Intention of Call Center Tele-Communicators. Journal of The Korea Society of Computer and Information, 13(5), 291-308.

이수연; HaeSool Yang. The Study on the Emotional Labor, Emotional Exhaustion and Turnover Intention of Call Center Tele-Communicators. Journal of The Korea Society of Computer and Information. 2008; 13(5) 291-308.

이수연, HaeSool Yang. The Study on the Emotional Labor, Emotional Exhaustion and Turnover Intention of Call Center Tele-Communicators. 2008; 13(5), 291-308.

이수연 and HaeSool Yang. "The Study on the Emotional Labor, Emotional Exhaustion and Turnover Intention of Call Center Tele-Communicators" Journal of The Korea Society of Computer and Information 13, no.5 (2008) : 291-308.