콜센터 종사자의 성인애착과 직무소진의 관계에서 자기효능감의 매개효과
The Mediating Effects of the Self-Efficacy on the Relationships Between Adult Attachment and Job Burnout
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초록
이 연구는 콜센터 종사자를 대상으로 성인애착과 직무소진의 관계를 자기효능감이 매개하는지 알아보았다. 서울 경기지역에 근무하고 있는 콜센터 종사자 360명을 대상으로 성인애착, 자기효능감, 직무소진 검사를 실시한 자료를 사용하여 구조방정식 모형을 검증하였다. 그 결과 첫째, 회피애착과 불안애착이 높을수록 자기효능감이 낮았다. 둘째, 자기효능감이 높을수록 직무소진이 낮았다. 셋째, 불안애착, 회피애착과 직무소진의 관계는 자기효능감에 의하여 완전 매개되었다. 넷째, 연령과 성별은 직무소진과 유의미한 관계를 보이지 않았다. 이 연구의 결과가 상담 및 조직에서 갖는 의미, 제한점, 추후 연구에 대한 제언을 하였다.
Abstract
The purpose of this study was to examine self-efficacy as a mediator of the relationships between adult attachment and job burnout of center employees. For this study, 360 male and female call center employees, from two different call centers located, Seoul metropolitan city and Kyungki province, were selected. Findings in this study were as follows.; First, adult attachment showed a statistically significant effect on self-efficacy. The more attachment insecurities and attachment avoidance become, the less self-efficacy decrease. Second, self-efficacy showed a statistically significant effect on job burnout. High self-efficacy was associated with low job burnout. Third, it was observed that the relationships between both attachment insecurities and attachment avoidance, and job burnout are completely mediated by self-efficacy. Fourth, sex and age did not show a statistically significant effect on job burnout. Implications and limitations of this study for counseling practice and business organizaztion management are discussed.
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