경영학연구

이 논문의 PDF가 제공되지 않습니다.

REFERENCES (78)

[1]
[1] [단행본] 인과분석을 위한 연구방법론/강병서/무역경영사/2002/~/// Google Scholar ›
[2]
[2] [학술지(정기간행물)] 김남재/서비스 종업원의 역할모호성이 고객지향성에 미치는 영향에 관한 연구/경영학연구/2002/31(5)/1~1183/한국경영학회/ Google Scholar ›
[3]
[3] [학술지(정기간행물)] 김상희/판매원의 감정지능과 탈진감 및 고객 지향적 판매행동의 관계에 관한 연구/경영학연구/2006/35(1)/183~225/한국경영학회/ Google Scholar ›
[4]
[4] [학술지(정기간행물)] 김성필/항공사 종업원이 지각하는 승진장벽이 조직몰입, 직무만족 및 이직의도에 미치는 영향에 관한 연구/관광연구/2007/22(3)/65~87/대한관광경영학회/ Google Scholar ›
[5]
[5] [학술지(정기간행물)] 김홍기/효율적인 상담원 관리에 관한 제언: 아웃바운드 Sales 센터 중심/콜센터기술경영저널/2006/8/96~103// Google Scholar ›
[6]
[6] [단행본] LISREL 구조방정식모델 -이해와 활용/배병렬/도서출판 청람/2005/~/// Google Scholar ›
[7]
[7] [학술지(정기간행물)] 서문식/판매원의 감정부조화와 감정적 고갈이 고객지향성 및 고객의 서비스품질 평가에 미치는 영향/마케팅연구/2002/17(4)/47~75/한국마케팅학회/ Google Scholar ›
[8]
[8] [단행본] 콜센터 매니지먼트/송현수/새로운제안/2002/~/// Google Scholar ›
[9]
[9] [학술지(정기간행물)] 안운석/내부마케팅에 관한 실증적 연구/상품학연구/2000/22/59~84// Google Scholar ›
[10]
[10] [단행본] 상담원 이직의 최소화 (Minimizing Agent Turnover)/안톤, 존/안톤컨설팅/2004/20~25/// Google Scholar ›
[11]
[11] [학술지(정기간행물)] 양범선/서비스 종업원의 정신적 고갈에 관한 연구/서비스경영학회지/2006/7(1)/223~248/한국서비스경영학회/ Google Scholar ›
[12]
[12] [학술지(정기간행물)] 윤만희/서비스 접점 종업원 지원이 고객의 서비스 품질 평가에 미치는 영향/경영학연구/2000/29(2)/65~83// Google Scholar ›
[13]
[13] [학술지(정기간행물)] 윤만희/서비스종업원의 교환관계인식이 역할내외적행위수행에 미치는 영향/경영학연구/2005/34(3)/783~813/한국경영학회/ Google Scholar ›
[14]
[14] [학술지(정기간행물)] 윤장원/서비스직에서 직무요구와 직무자원이 직무탈진에 미치는 영향과 개인특성의 조절효과/대한경영학회지/2006/19(6)/2531~2559/대한경영학회/ Google Scholar ›
[15]
[15] [학술지(정기간행물)] 신강현/직무탈진과 직무열의의 요구-자원 모델에서 정서노동전략의 역할 - 콜센터 상담원을 대상으로 -/한국심리학회지: 산업 및 조직/2006/19(4)/573~596/한국산업및조직심리학회/ Google Scholar ›
[16]
[16] [학술지(정기간행물)] 이수광/호텔 종사원의 경력특성이 경력몰입과 고객지향성에 미치는 영향/경영학연구/2006/35(2)/557~577/한국경영학회/ Google Scholar ›
[17]
[17] [학술지(정기간행물)] 이희영/쇼핑센터 종업원의 개별직무특성과 이직의도 간의 관계에 대한 직무만족과 조직몰입의 매개작용/Journal of Global Scholars of Marketing Science(마케팅과학연구)/2002/10(10)/27~43/한국마케팅과학회/ Google Scholar ›
[18]
[18] [학술지(정기간행물)] 정민정/성별과 직급에 따른 직무스트레스원에서의 차이/한국심리학회지: 건강/2004/9(3)/729~742/한국건강심리학회/ Google Scholar ›
[19]
[19] [학술지(정기간행물)] 지윤정/한국형 콜센터를 위한 3자(상담원, 관리자, 회사)의 과제/콜센터기술경영저널/2006/8/10~24// Google Scholar ›
[20]
[20] [학술지(정기간행물)] 최수정/인바운드 고객센터에서 서비스품질의 제고를 위한 상담사 직무만족 관리/대한경영학회지/2009/22(6)/3259~3285/대한경영학회/ Google Scholar ›
[21]
[21] [학술지(정기간행물)] 최수정/고객센터에서 상담사의 셀프리더십이 상담품질, 고객만족, 신규매출에 미치는 영향/산업경제연구/2009/22(4)/1807~1832/한국산업경제학회/ Google Scholar ›
[22]
[22] [보고서] 2005 콜센터산업통계 보고서, 내부보고서/한국콜센터산업정보연구소//2005/~/ Google Scholar ›
[23]
[23] [단행본] 콜센터시스템/황태철/신광문화사/2004/~/// Google Scholar ›
[24]
[24] [단행본] Call Center Management By the Numbers/Anton, J,/Ichor Business Books, Purdue University Press/1997/~/// Google Scholar ›
[25]
[25] [학술지(정기간행물)] Bakker, A. B./Using the Job Demands-Resources Model to Predict Burnout and Performance/Human Resource Management/2004/43(1)/83~104// Google Scholar ›
[26]
[26] [학술지(정기간행물)] Belicki, K,/Employ and Patient Designed Study of Burnout and Job Satisfaction in a Chronic Care Hospital/Employee Assistance Quarterly/1996/12(1)/37~45// Google Scholar ›
[27]
[27] [단행본] Marketing Services - Competing Through Quality/Berry, L. L./Free Press/1991/151~/// Google Scholar ›
[28]
[28] [학술지(정기간행물)] Bhagat, R. S./Total Life Stress: A Multimethod Validation of the Construct and Its Effects on Organizationally Valued Outcomes and Withdrawal Behaviors/Journal of applied Psychology/1985/70/202~214// Google Scholar ›
[29]
[29] [학술지(정기간행물)] Bitner, M. J./Evaluating Service Encounters:The Effects of Physical Surroundings and Employee Respondence/Journal of Marketing/1990/54/69~82// Google Scholar ›
[30]
[30] [학술지(정기간행물)] Bluedorn, A. C./The Theories of Turnover: Causes, Effects, and Meaning/Research in the Sociology of Organization/1982/1/75~122// Google Scholar ›
[31]
[31] [학술지(정기간행물)] Braff, A./Mobiles's Dissatisfied Customer/The McKinsey Quarterly/2004/3/25~31// Google Scholar ›
[32]
[32] [학술지(정기간행물)] Brotheridge, C. M./Emotional Labor and Burnout: Comparing Two Perspectives of 'People Work'/Journal of Vocational Behavior/2002/60/17~39// Google Scholar ›
[33]
[33] [학술지(정기간행물)] Brown, S. P./Antecedents and Consequence of Salesperson Job Satisfaction: Meta-Analysis and Assessment of Causal/Journal of Marketing Research/1993/30/63~77// Google Scholar ›
[34]
[34] [학술지(정기간행물)] Brown, T. J./The Customer Orientation of Service Workers: Personality Trait Determinants and Effects on Self- and Supervisor Performance Ratings/Journal of Marketing Research/2002/39/110~119// Google Scholar ›
[35]
[35] [학술지(정기간행물)] Chalykoff, J./Computer-Aided Monitoring: Its Influence on Employee Job Satisfaction and Turnover/Personnel Psychology/1989/42/807~834// Google Scholar ›
[36]
[36] [학술지(정기간행물)] Chiu, C./Modeling Turnover Intentions and Their Antecedents Using the Locus of Control as a Moderator: A Case of Customer Service Employees/Human Resource Development Quarterly/1995/16/481~499// Google Scholar ›
[37]
[37] [학술지(정기간행물)] Churchill, G. A./The Determinants of Salesperson Performance: A Meta-Analysis/Journal of Marketing Research/1985/22/103~118// Google Scholar ›
[38]
[38] [학술지(정기간행물)] Cohen, S./After Effects of Stress on Human Performance and Social Behavior:Review of Research and Theory/Psychological Bulletin/1980/88/82~108// Google Scholar ›
[39]
[39] [학술지(정기간행물)] Cordes, C. L./A Review and An Integration of Research on Job Burnout/Academy of Management Review/1993/18(1)/621~656// Google Scholar ›
[40]
[40] [학술지(정기간행물)] Demerouti, E./The Job Demands-Resources Model of Burnout/Journal of Applied Psychology/2001/86(3)/499~512// Google Scholar ›
[41]
[41] [학술지(정기간행물)] de Ruyter, K./Role Stress in Call Centers: Its Effects on Employee Performance and Satisfaction/Journal of Interactive Marketing/2001/15/23~49// Google Scholar ›
[42]
[42] [학술지(정기간행물)] Donavan, D. T./Internal Benefits of Service-Worker Customer Orientation: Job Satisfaction, Commitment, and Organizational Citizenship Behaviors/Journal of Marketing/2004/68/128~146// Google Scholar ›
[43]
[43] [학술지(정기간행물)] Etzion, D./Moderating Effect of Social Support on the Stress-Burnout Relationship/Journal of Applied Psychology/1984/69(4)/615~622// Google Scholar ›
[44]
[44] [학술지(정기간행물)] Feinberg, R. A./Operational Determinants of Caller Satisfaction in the Banking/financial Services Call Center/International Journal of Bank Marketing/2002/20(4)/~// Google Scholar ›
[45]
[45] [학술지(정기간행물)] Gaines, J./Emotional Exhaustion in a High-stress Organization/Academy of Management Journal/1983/26/567~586// Google Scholar ›
[46]
[46] [학술지(정기간행물)] George, W. R./Internal Marketing and Organizational Behavior: A Partnership in Developing Customer-Conscious Employees at Every Level/Journal of Business Research/1990/20/63~70// Google Scholar ›
[47]
[47] [학술지(정기간행물)] Ghiselli, R./Foodservice Equipment Trends/Journal of Nutrition in Recipe & Menu Development/2001/3(2)/67~74// Google Scholar ›
[48]
[48] [단행본] Multivariate Data Analysis/Hair, J. F./Division of Petroleum Publishing Co./1979/~/// Google Scholar ›
[49]
[49] [학술지(정기간행물)] Hartline, M. D./The Management of Customer-Contact Service Employees: An Empirical Investigation/Journal of Marketing/1996/60/52~70// Google Scholar ›
[50]
[50] [학술지(정기간행물)] Hobfoll, S. E./Social and Psychological Resources and Adaptation/Review of General Psychology/2002/6/307~324// Google Scholar ›
[51]
[51] [단행본] The Managed Heart: Commercialisation of Human Feeling/Hochschild, A. R./University of California Press/1983/~/// Google Scholar ›
[52]
[52] [학술지(정기간행물)] Holman, D./The Effects of Performance Monitoring on Emotional Labor and Well-Being in Call Centers/Motivation and Emotion/2002/26/57~81// Google Scholar ›
[53]
[53] [학술지(정기간행물)] Hom, P. W./Meta-Analysis of Antecedents and Correlates of Employee Turnover: Update, Moderator Tests, and Research Implication for the Next Millennium/Journal of Management/2000/26(3)/463~488// Google Scholar ›
[54]
[54] [학술지(정기간행물)] Kahill. S./Symptoms of Professional Burnout:A Review of the Empirical Evidence/Canadian Psychology/1988/29/284~297// Google Scholar ›
[55]
[55] [학위논문] Kasturi, A./Delivering Service at Call Centres: A Critical Realist’s View of the Frontline Employees’ World of Work and Effectiveness/박사/The University of Buckingham//2004 Google Scholar ›
[56]
[56] [학술지(정기간행물)] Lee, M./Ethical Mindsets of Christianity and Confucianism; A Comparative Study/International Journal of Value-Based management/1999/12/13~27// Google Scholar ›
[57]
[57] [학술지(정기간행물)] Lee, R. T./A Meta-Analytic Examination of the Correlates of the Three Dimensions of Job Burnout/Journal of Applied Psychology/1996/81(2)/123~133// Google Scholar ›
[58]
[58] [학술지(정기간행물)] Locke, E. A./What Is Job Satisfaction?/Organizational Behavior and Human Performance/1969/4/309~336// Google Scholar ›
[59]
[59] [학술지(정기간행물)] Mahesh, V. S./Improving Call Centre Agent Performance: A UKIndia Study Based on the Agents' Point of View/International Journal of Service Industry Management/2006/17(2)/136~157// Google Scholar ›
[60]
[60] [단행본] Understanding Burnout: Definitional Issues in Analyzing a Complex Phenomenon. in: Job Stress and Burnout/Maslach, C./Sage/1982/29~40/// Google Scholar ›
[61]
[61] [학술지(정기간행물)] Maslach, C./The Burnout Syndrome in the Day Care Setting/Child Care Quarterly/1977/6/100~113// Google Scholar ›
[62]
[62] [단행본] The Truth about Burnout/Maslach, C./Jossey Bass/1997/~/// Google Scholar ›
[63]
[63] [학술지(정기간행물)] Maslach, C./Early Predictors of Job Burnout and Engagement/Journal of Applied Psychology/2008/93(3)/498~512// Google Scholar ›
[64]
[64] [단행본] Maslach Burnout Inventory Manual (2nd ed.)/Maslach, C./Consulting Psychologiests Press/1986/~/// Google Scholar ›
[65]
[65] [단행본] Historical and conceptual development of burnout. in: Professional burnout: Recent developments in theory and research/Maslach, C./Taylor Francis/1993/1~16/// Google Scholar ›
[66]
[66] [단행본] Maslach Burnout Inventory Manual (3rd ed.)/Maslach, C./Consulting Psychologists press/1996/~/// Google Scholar ›
[67]
[67] [학술지(정기간행물)] Miller, K. I./Communication and Empathy as Precursors to Burnout among Human Service Worker/Communication Research/1988/17/300~326// Google Scholar ›
[68]
[68] [학술지(정기간행물)] Pontes, M. C.F./The Identification of Inbound Call Center Agents’ Competencies that are related to Callers’ Repurchase Intentions/Journal of Interactive Marketing/2000/14/41~49// Google Scholar ›
[69]
[69] [단행본] Organizational Stress and Preventive Management/Quick, J. C./McGraw-Hill/1984/~/// Google Scholar ›
[70]
[70] [학술지(정기간행물)] Rizzo, J. R./Role Conflict and Ambiguity in Complex Organizations, Administrative in Complex Organizations/Administrative Science Quarterly/1970/15/150~163// Google Scholar ›
[71]
[71] [단행본] Organizational behavior (11th ed.)/Robbins, S. P./Pearson Education/2005/~/// Google Scholar ›
[72]
[72] [학술지(정기간행물)] Saxe, R./The SOCO Scale: A Measure of the Customer Orientation of Salespeople/Journal of Marketing Research/1982/19/343~351// Google Scholar ›
[73]
[73] [학술지(정기간행물)] Schaufeli, W. B./Job Demands, Job Resources, and Their Relationship with Burnout and Engagement: A Multi-sample Study/Journal of Organizational Behavior/2004/25/293~315// Google Scholar ›
[74]
[74] [학술지(정기간행물)] Schmidt, S. W./The Relationship Between Satisfaction with Workplace Training and Overall Job Satisfaction/Human Resource Development Quarterly/2007/18/481~498// Google Scholar ›
[75]
[75] [학술지(정기간행물)] Schneider, B./Employee and Customer Perceptions of Service in Banks: Replication and Extension/Journal of Applied Psychology/1985/70/423~433// Google Scholar ›
[76]
[76] [단행본] The Maslach Burnout Inventory-General Survey. in: The Maslach Burnout Inventory Manual, 3rd ed/Schufeli, W. B./Consulting Psychologies Press/1996/19~26/// Google Scholar ›
[77]
[77] [학술지(정기간행물)] Stanton, J. M./Reactions to Employee Performance Monitoring: Framework Review, and Research Directions/Human Performance/2000/13/85~113// Google Scholar ›
[78]
[78] [학술지(정기간행물)] Wong, C. S./The Effects of Leader and Follower Emotional Intelligence on Performance and Attitude: An Exploratory Study?/The Leadership Quarterly/2002/13(3)/243~274// Google Scholar ›

Publication History

발행일 2010-01-01

Metrics

인용수 83

고객센터에서 상담사의 직무탈진감이 고객지향성, 직무만족 및 이직의도에 미치는 영향