콜센터 상담원의 불확실성에 대한 인내력 부족이 정신건강 문제에 미치는 영향: 부적응적 인지적 정서조절전략과 내면화된 수치심의 매개효과

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참고문헌 (123)

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5. 권혁기, "서비스종사원 감정노동의 표면행위와 내면행위가 감정부조화 및 직무태도에 미치는 영향", 인적자원관리연구, 18(1), pp.311~326 (2011), 한국인적자원관리학회
6. 김보미, "대인관계 외상 경험자들의 사회적 유대감, 정서 조절과 자살 생각의 관계", Korean Journal of Clinical Psychology, 31(3), pp.731~748 (2012), 한국임상심리학회[DOI]
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8. 김예은, "청소년의 정서인식명확성이 심리적 안녕감과 우울에 미치는 영향: 인지적 정서조절의 매개효과", 한국심리학회지: 건강, 22(4), pp.1075~1093 (2017), 한국건강심리학회[DOI]
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10. 박민정, "대학생의 불확실성에 대한 인내력 부족과 진로결정수준의 관계: 정서조절곤란과 계획된 우연기술의 매개효과", 상담학연구, 22(1), pp.67~85 (2021), 한국상담학회[DOI]
11. 박윤주, "Kirkpatrick의 4단계 평가모형에 기반한 서비스 교육 효과 측정에 관한 연구: 콜센터 상담원 교육을 중심으로", 기업과혁신연구, 42(2), pp.65~87 (2019), 지식경영연구원[DOI]
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