콜센터 직원들의 정서지능이 이직행동에 미치는 영향

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참고문헌 (58)

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2. 노혜미, "정서지능과 정서노동 전략이 직무관련 태도에 미치는 영향: 개인적 성취감의 매개효과", 한국심리학회지: 산업 및 조직, 20(4), pp.529~550 (2007), 한국산업및조직심리학회
3. 박상언, "콜센터 상담직의 직무특성과 직무관련 정서 및 태도: 타 고객서비스 직종과의 비교를 통한탐색적 분석과 진단", 연세경영연구, 52(1), pp.21~54 (2015), 경영연구소
4. 박영숙, "콜센터에서 상담사의 감성지능, 조직몰입, 친사회적 조직행동 간의 구조적 관계", 경영연구, 30(1), pp.155~196 (2015), 한국산업경영학회
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10. 윤시내, "항공사 콜센터 상담원의 감정노동이 소진에 미치는 영향", 관광경영연구, 30, pp.99~117 (2007)
11. 이선희, "직무만족과 개인-직무 부합도가 청년근로자의 이직 결정에 미치는 영향: 사건사 분석법의 적용", 한국심리학회지: 산업 및 조직, 21(4), pp.705~728 (2008), 한국산업및조직심리학회
12. 이수연, "콜센터 근로자의 감정노동과 감정소진 및 이직의도의 관계에 대한 연구", 한국콘텐츠학회 논문지, 8(4), pp.197~210 (2008), 한국콘텐츠학회
13. 정기주, "고객센터에서 상담사의 감성지능이 고객지향성과 상담품질에 미치는 영향", 대한경영학회지, 23(4), pp.1759~1781 (2010), 대한경영학회
14. 정경숙, "콜센터에서 감정표현규범에 따른 상담사의 감정노동이 감정부조화, 감정소진, 이직의도에 미치는 영향", 대한경영학회지, 28(2), pp.529~551 (2015), 대한경영학회
15. 주시각, "감정노동이 직무스트레스, 직무소진, 이직의도에 미치는 영향에 관한 연구 : 콜센터 상담사를 중심으로", 박사, 경영컨설팅학과, pp.2013
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