콜센터 상담사의 직무성과 및 이직의도에 영향을 미치는 요인

• 영문명: Factors Affecting Job Performance and Turnover Intention of Call Center Representatives : Focusing on Individual Characteristics and Organizational Characteristics
• 발행기관: 한국IT서비스학회
• 저자명: 정경숙(Kyeongsook Jeong) 곡민(MIN QU)
• 간행물 정보: 『한국IT서비스학회지』한국IT서비스학회지 제19권 제6호, 55~82쪽, 전체 28쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2020.12.30

영문 초록

This study examined the factors that influence the turnover intention, job performance of call center representatives based on the adaptive structuration theory (AST). This study intended to empirically examine how individual characteristics of representative affect the technological and task adaptation, how they affect job performance and turnover intention. On the other hand, this study also explains how rational culture and organization a reputation which are considered as dimensions of organizational characteristics affects organizational commitment, and verifies the relationship between organizational commitment and job performance and turnover intention. Finally this paper aim to provide academic and practical implications. In order to solve the above research problems, this research proposed a model based on the adaptive structuration theory. In order to identify the relationship between the proposed variables and the AST for individual, we conducted an empirical test on the call center representatives. The structural equation model was used to verify the research model and hypotheses. The results of the empirical analysis show that the personal characteristics of counselors, such as communication skills, multitasking abilities, and innovativeness have a positive effect on skill adaptation, and skill adaptation has a positive effect on task adaptation, furthermore, it influences on job performance and turnover intention Respectively. In addition, among the factors of organizational environmental dimensions of the call center, it was found that organizational reputation not only increase continuance commitment but also increase normative commitment. Contrary to our expectations, perceived rational culture didn’t have a positive effect on organizational commitment. Also, continuance commitment and normative commitment are valid predictors of job performance, but they have nothing to do with turnover intention. On the contrary, emotional commitment is the only one variable among three dimensions of organizational commitment have a positive effect on turnover intention, but is not a valid predictor of job performance.

목차

1. 서 론

2. 이론적 배경

3. 연구모형 및 연구가설

4. 실증분석

5. 결 론

참고문헌

키워드

Rational Culture Organizational Reputation Technology Adaptation Task Adaptation Organizational Commitment Job Performance Turnover Intention