고객 응대 업무에 종사하는 콜센터 근로자의 프리젠티즘
A Study on the Presenteeism of Call Center Workers in the Customer Service Business
1
조회
0
다운로드
14
인용
0
참고문헌
키워드
초록
Purpose: The purposes of this study were to investigate the degree of presenteeism, which lowers productivity when call center workers come to work with illness, and analyze the factors influencing it. Methods: A survey was conducted for three months from July to September, 2013 to collect data. Questionnaires were distributed to 1,500 workers at 30 call centers in Seoul and Gyeonggi Province, of which were 1,274 returned and analyzed for the study. Results: The findings show that the call center workers scored 15.4 points out of the maximum 30 on presenteeism based on SPS-6. The study examined factors that affect the presenteeism of call center workers and identified inner emotional labor, depression, subjective health condition, age and turnover intention as those factors. Their presenteeism was low when they engaged in more inner emotional labor, and when they had a good subjective health condition. The presenteeism was high when they had a higher degree of depression, were young, and had a higher turnover intention. Conclusion: The findings call for a need to implement a mental health promotion program to resolve call center workers' depression at work, help them manage their emotional labor to lower their turnover intention, improve their subjective health conditions, and run a health management program to consider the uniqueness of the young age group in order to prevent their increasing presenteeism.
Abstract
Purpose: The purposes of this study were to investigate the degree of presenteeism, which lowers productivity when call center workers come to work with illness, and analyze the factors influencing it. Methods: A survey was conducted for three months from July to September, 2013 to collect data. Questionnaires were distributed to 1,500 workers at 30 call centers in Seoul and Gyeonggi Province, of which were 1,274 returned and analyzed for the study. Results: The findings show that the call center workers scored 15.4 points out of the maximum 30 on presenteeism based on SPS-6. The study examined factors that affect the presenteeism of call center workers and identified inner emotional labor, depression, subjective health condition, age and turnover intention as those factors. Their presenteeism was low when they engaged in more inner emotional labor, and when they had a good subjective health condition. The presenteeism was high when they had a higher degree of depression, were young, and had a higher turnover intention. Conclusion: The findings call for a need to implement a mental health promotion program to resolve call center workers' depression at work, help them manage their emotional labor to lower their turnover intention, improve their subjective health conditions, and run a health management program to consider the uniqueness of the young age group in order to prevent their increasing presenteeism.
참고문헌 (30)
- Boles, M., "The relationship between health risk and work productivity", Journal of Occupational and Environmental Medicine, 46(7), pp.737~745 (2004)
- Brotheridge, C., "On the dimensionality of emotional labor: development and validation of the emotional labor scale", Paper presented at the First Conference on Emotions and Organizational Life (1998)
- Charbotel, b., "Working conditions in call-centers, the impact on employee health: a transversal study. part II", International Archives of Occupational and Environmental Health, 82, pp.747~756 (2009)
- Cho, J. H., "A study on the transfer of education training of customer care call center employee: The moderating effects of learning organization factors", 석사, pp.2007
- Hochschild, A. R., "The managed heart" (1983), University of California Press
- 정명희, "보건관리자의 역할수행이 유병근로자의 출근으로 인한 업무손실에 미치는 영향", 한국직업건강간호학회지, 22(2), pp.171~178 (2013), 한국직업건강간호학회
- 간호두, "콜 센터 상담사의 직무만족이 생산성에 미치는 영향：이동통신사의 사례를 통한 실증 연구", 한국전자거래학회지, 15(2), pp.107~135 (2010), 한국전자거래학회
- 김미지, "임상간호사의 프리젠티즘 영향요인", 한국직업건강간호학회지, 23(3), pp.134~145 (2014), 한국직업건강간호학회
- 김나영, "중고령 근로자의 우울감이 결근에 미치는 영향 분석", 보건경제와 정책연구, 17(2), pp.61~75 (2011), 한국보건경제정책학회
- 김원, "주요우울증이 근로자의 생산성에 미치는 영향 : WHO-HPQ (Health and Work Performance Questionnaire)를 이용한 예비연구", 신경정신의학, 46(6), pp.587~595 (2007), 대한신경정신의학회
- 김우진, "호텔기업 종사원의 감정노동이 조직시민행동에 미치는 영향: 사회적 후원인식의 조절변수 역할검증을 중심으로", 호텔경영학연구, 21(2), pp.19~35 (2012), 한국호텔외식관광경영학회[DOI]
- Koopman, C., "Stanford presenteeism: Health status and employee productivity", Journal of Occupational and Environmental Medicin, 44(1), pp.14~20 (2002)
- Kruml, S. M., "Catching fire without burning out: Is there an ideal way to perform emotional labor?" (2000), Theory, Research and Practice
- 권민, "산업간호사의 직무스트레스와 프리젠티즘", 한국직업건강간호학회지, 19(2), pp.159~169 (2010), 한국직업건강간호학회
- 이영미, "근로자의 건강문제에 따른 경제적 손실정도", Journal of Korean Academy of Nursing, 38(4), pp.612~619 (2008), 한국간호과학회
- 이승희, "의류 판매원의 감정 노동에 관한 질적 연구-패스트 패션 판매원을 중심으로-", 한국의류학회지, 36(5), pp.534~548 (2012), 한국의류학회[DOI]
- Lim, J. H., "An empirical study on the violation of human rights in the case of call center communicators", 석사, pp.2014
- Lin, Y. H., "Perceived job stress and health complaints at a bank call center:comparison between inbound and outbound services", Industrial Health, 48, pp.349~356 (2010)
- Report on the establishment status, "Ministry of Employment and Labor", Ministry of Employment and Labor, ~ (2011)
- Nam, W. G., "Labor status of the call center telemarketers female irregular workers", Working Voice, 74, pp.117~131 (2009)
- 오승원, "근로자의 건강위험요인과 결근율, 프리젠티즘의 관련성", Annals of Occupational and Environmental Medicine, 19(4), pp.304~314 (2007), 대한직업환경의학회
- Study on emotional labor in the services industry, "Park, C. M.", Korea Labor Institute, ~ (2012)
- Park, H. S., "Relationship between perceived nursing care role orientation, job characteristics, and turnover among nurses", 석사, pp.2002
- Park, S. M., "The study on job stress and presenteeism of public health center", 석사, pp.2008
- Park, S. S., "The turnover intention of call center agents of public enterprise", 석사, pp.2012
- "Bringing health to the bottom line" (2003)[URL]
- 신재현, "한글판 우울증 선별 도구 (Patient Health Qustionnaire-2)의 표준화 연구", 신경정신의학, 52(3), pp.115~121 (2013), 대한신경정신의학회
- Turpin, R. S., "Reliability and validity of stanford presenteeism scale", Journal of Occupational and Environmental Medicine, 46, pp.1123~1133 (2004)
- Watson, D. T., "Health promotion program: A resident well-being study", The Iowa Orthopedic Journal, 29, pp.83~87 (2009)
- Yoo, K. J., "An empirical study on grievant handling procedure for workers at call center of financial companies", Labor Research Korea University, 20, pp.195~239 (2010)