콜센터 고객 상담원의 직무 특성에 따른 직무 스트레스 비교 분석
Comparision of Job Stress according to Job-Related Properties in Call Center Employees
0
조회
0
다운로드
8
인용
0
참고문헌
키워드
초록
The purpose of this study is to analyze factors related to the job stress experienced by call center employees at public institutions, so as to provide basic data to relieve work-related stress and enhance the job satisfaction of such employees. To promote objectivity and representation, the study was conducted by way of survey, the subjects being call center employees in 8 public institutions that operate call centers, which are located in the Busan and Seoul areas. Of the 240 surveys distributed, 196 were collected and 173 of those were used for analysis after eliminating 25 with insufficient responses. The results of this study are as follows. First, in terms of general properties, it was determined that employees with higher levels of education and families to support had greater job stress. second, in terms of job-related properties, employees who were unsatisfied with the job, HR policies, and their relationship with superiors and/or colleagues had greater job stress. In terms of the group that was satisfied compared with the group that was unsatisfied with the job, HR policies, and their relationship with superiors and/or colleagues, regular workers had less job stress than irregular workers.
Abstract
The purpose of this study is to analyze factors related to the job stress experienced by call center employees at public institutions, so as to provide basic data to relieve work-related stress and enhance the job satisfaction of such employees. To promote objectivity and representation, the study was conducted by way of survey, the subjects being call center employees in 8 public institutions that operate call centers, which are located in the Busan and Seoul areas. Of the 240 surveys distributed, 196 were collected and 173 of those were used for analysis after eliminating 25 with insufficient responses. The results of this study are as follows. First, in terms of general properties, it was determined that employees with higher levels of education and families to support had greater job stress. second, in terms of job-related properties, employees who were unsatisfied with the job, HR policies, and their relationship with superiors and/or colleagues had greater job stress. In terms of the group that was satisfied compared with the group that was unsatisfied with the job, HR policies, and their relationship with superiors and/or colleagues, regular workers had less job stress than irregular workers.
참고문헌 (19)
- 콜센터의 고용관계와 노동문제, "이병훈", 한국노동연구원, ~ (2006)
- "콜센터산업 기초통계"[URL]
- 윤종완, "콜센터 여성 근로자의 직무스트레스와 근골격계 증상과의 상관성", 대한직업환경의학회지, 19(4), pp.293~303 (2007), 대한직업환경의학회
- 공공부문 콜센터 현황분석, "오정연", 한국전산원․브리지텍․한국SAP, 11~12 (2004)
- 고은경, "내부마케팅요인과 이직의도에 미치는 영향에 관한 연구(통신회사 인", 아웃바운드콜센터 중심으로), 동국대학교 대학원, 2005
- 콜센터 설립등 민원처리 효율화방안 연구-공정거래위원회 용역결과 보고서, "정기주", 한국콜센터산업정보연구소, 48~51 (2005)
- 조광희, "사무직 공무원의 스트레스 수준 밀 관련 요인", 대한직업환경의학회지, 19(1), pp.26~37 (2007), 대한직업환경의학회
- 장세진, "한국인 직무 스트레스 측정도구의 개발 및 표준화", 대한직업환경의학회지, 17(4), pp.297~317 (2005), 대한직업환경의학회
- 차봉석, "직장인의 스트레스와 사회적 지지의 상관성에 관한 연구", 예방의학회지, 25(4), pp.429~447 (1992)
- 최정애, "일부산업장 근로자의 간이 정신질환 검사결과에 관한 연구", 예방의학회지, 15, pp.219~228 (1962)
- Loscocco K.A., "Working conditions, social support, and the well-being of female and male factory workers", Journal of Health and Social Behavior, 31, pp.313~327 (1990)
- Gove W., "Adult sex role and mental illness", American Journal of Sociology, 78, pp.50~73 (1973)
- 최성녀, "병동간호사와 중환자실 간호사의 업무스트레스 비교연구", 석사, pp.1993
- 박영진, "국민건강보험공단 직원의 직무스트레스가 직무만족도에 미치는 영향", 석사, pp.2007
- 최순영, "자동차 제조업 근로자의 직무스트레스와 근골격계질환 자각증상에 대한 연구", 한국안전학회지, 20(3), pp.202~211 (2005), 한국안전학회
- 직무스트레스 고위험작업 실태 및 작업방안 연구보고서, "김대성", 한국산업안전공단 산업안전보건연구원, ~ (2005)
- 고상백, "비정규직 근로자들의 직업적 특성과 사회심리적 스트레스", 대한직업환경의학회지, 16(1), pp.103~113 (2004), 대한직업환경의학회
- 탁진국, "사무직 직급에 따른 직무스트레스에 미치는 요인", 예방의학회지, 35(2), pp.12~168 (2002), 대한예방의학회
- 장세진, "직업적 특성과 사회심리적 스트레스간의 관련성", 예방의학회지, 30(1), pp.129~143 (1997)