Call Center 종사자의 감정노동의 선행요인에 관한 연구
The Determinants of Employees’ Emotional Labor in Call Centers
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본 연구는 서비스 경제에서 주목을 받고 있는 콜센터 종사자들을 대상으로, 그들이 지각하는 감정노동에 대한 연구로써 감정노동의 선행요인과 감정노동의 구성 차원을 확인하는데 주안점을 두었다. 감정노동의 차원은 감정표현의 빈도와 감정표현의 주의정도로 보고, 선행요인으로는 감정요구, 시간적 압력, 직무 자율성 및 책임감을 선정하였으며, 개인특성은 감정감화, 정서적 배려, 그리고 직무감정을 고려하였다. 국내의 금융권 및 홈쇼핑과 통신회사의 콜센터에 근무하는 종사자들을 대상으로 482부의 설문을 회수하여 분석하였다. 분석결과 직무특성 중 직무 자율성이 감정표현의 빈도와 유의한 정(+)의 관계가 있었으며, 개인 특성 중 직무감정은 감정노동의 두 차원 모두, 정서적 배려는 감정표현의 빈도, 감정감화는 감정표현의 주의정도와 유의적인 정(+)의 관계를 확인할 수 있었다. 연구결과를 토대로 연구의 의의와 연구의 한계를 제시하였다
Abstract
Most research on emotional labor has been focused on outcomes resulting from emotional labor. However, a study considering such antecedent factors and collecting professions working in call centers together is rare. This study provides a better understanding of their relationship by demonstrating that job characteristics(emotional requirement, time pressure, task autonomy, task responsibility) and individual characteristics(emotional contagion, empathy concern, job emotion) have effect on two dimensions of emotional labor(frequency of emotional display, attentiveness to required display rules). Data were collected through a questionnaire survey of 482 professions working in call centers. Results obtained from multiple regression analyses showed that task autonomy proved to be strongly significant and positively related to frequency of emotional display. Job emotion positively related to both frequency of emotional display and attentiveness to required display rules. Also this study figured out that empathy concern positively related to frequency of emotional display and emotional contagion positively related to attentiveness to required display rules. Based on these results, theoretical contributions and limitations were discussed.
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