콜센터 근로자의 감정노동과 감정소진 및 이직의도의 관계에 대한 연구

이수연(Lee Soo Yun),양해술(Hae-Sool Yang) 한국콘텐츠학회 2008 한국콘텐츠학회논문지 Vol.8 No.4

본 연구는 고객과 직접적인 대면을 하지 않고 전화를 이용하여 감정노동(emotional labor)을 수행하는 콜센터 상담원들의 감정노동의 결과로 표출되는 감정소진(emotional exhaustion)과 이직의도에 영향을 주는 요인을 연구하였다. 본 연구는 감정소진이 직무만족을 저해시켜 이직의도를 높이는 것으로 이직율이 높은 콜센터 운영에서 관리하여야할 중요한 요소라는 것을 실증하였다. 감정소진을 낮추기 위해서는 시간적 압력을 낮추고 업무의 자율성을 부여하여야 하며, 이직의도를 낮추는 위해서는 상사지원이 중요한 요소로 나타났다. 본 연구는 콜센터 운영에 있어서 감정노동이 상담원의 관리에 중요하다는 것을 제시하였다는 데 의의 가 있다. In this paper, I show the factors which have an effect on the emotional exhaustion and turnover intention in call center workers who perform emotional labor using telephone without direct confronting with clients. I empirically show that emotional exhaustion decreases job satisfaction and increases turnover intention. Therefore the emotional exhaustion is the important managing factor for efficient management of call center. To weaken emotional exhaustion, it is necessary to decrease time pressure in call center work. To weaken turnover intention, it is important to strengthen superior support. This study makes a contribution in providing the fact that emotional exhaustion is an important managing factor in administration of call center worker.

VR-UI 디자이너를 위한 교과과정에 대한 연구

이수연(Soo-yun Lee) 한국컴퓨터정보학회 2022 한국컴퓨터정보학회 학술발표논문집 Vol.30 No.1

자동플레이 기능을 활용하는 VR 게임의 UI 고려사항에 대한 연구

이수연(Soo-yun Lee) 한국컴퓨터정보학회 2023 한국컴퓨터정보학회 학술발표논문집 Vol.31 No.2

중금속 오염 토양에서 옥수수 종자 발아율과 생장율에 미치는 중금속 내성 식물생장촉진세균 접종 효과

이수연(Soo Yeon Lee),조경숙(Kyung-Suk Cho),이윤영(Yun-Yeong Lee) 대한환경공학회 2021 대한환경공학회 학술발표논문집 Vol.2021 No.11

중금속 및 디젤 오염 토양에서 분리한 중금속 내성 식물 생장 촉진 근권세균의 특성

이수연 ( Soo Yeon Lee ),이윤영 ( Yun-yeong Lee ),조경숙 ( Kyung-suk Cho ) 한국미생물 · 생명공학회 2021 한국미생물·생명공학회지 Vol.49 No.3

식물과 근권미생물을 이용해 토양 오염물질을 제거하는 rhizoremediation의 효율을 높이기 위해서는 오염물질을 제거함과 동시에 식물 생장을 촉진시키는 미생물 자원 개발이 필요하다. 본 연구에서는 중금속 및 유류 복합 오염 토양에서 서식하고 있는 옥수수와 톨페스큐의 근권으로부터 중금속(구리, 카드뮴 및 납) 내성을 가진 근권세균을 순수분리하였고, 식물 생장 촉진능, 중금속 내성능 및 디젤 분해능을 정성적으로 평가하였다. 그 결과 중금속 내성, 식물 생장 촉진 활성 및 디젤 분해능을 가진 6종의 균주를 분리하였다. 옥수수 근권에서 분리한 CuM5와 CdM2 균주는 Cupriavidus sp.로 동정되었다. 톨페스큐 근권에서 분리한 CuT6, CdT2, CdT5 및 PbT3는 각각 Fulvimonas soli, Cupriavidus sp., Novosphingonium sp. 및 Bacillus sp.로 동정되었다. Cupriavidus sp. CuM5와 CdM2는 중금속 내성과 디젤 분해능은 상대적으로 낮았으나, 식물 생장 촉진능이 상대적으로 우수하였다. 6종 중에서 디젤 분해능이 가장 우수한 균주는 Cupriavidus sp. CdT2와 Bacillus sp. PbT3이었다. 특히, Bacillus sp. PbT3는 3종의 중금속에 대해 상대적으로 우수한 내성을 가졌고 식물 생장 촉진능도 우수하였다. 본 연구에서 분리한 근권세균은 유류와 중금속 복합 오염 토양을 정화시키며 식물 생장을 촉진시키는 새로운 미생물 자원으로 활용 가능하다. In order to enhance rhizoremediation performance, which remediates contaminated soils using the interactions between plants and microorganisms in rhizosphere, it is required to develop effective microbial resources that simultaneously degrade contaminants and promote plant growth. In this study, heavy metal-resistant rhizobacteria, which had been cultivated in soils contaminated with heavy metals (copper, cadmium, and lead) and diesel were isolated from rhizospheres of maize and tall fescue. After that, the isolates were qualitatively evaluated for plant growth promoting (PGP) activities, heavy metal tolerance, and diesel degradability. As a result, six strains with heavy metal tolerance, PGP activities, and diesel degradability were isolated. Strains CuM5 and CdM2 were isolated from the rhizosphere soils of maize, and were identified as belonging to the genus Cupriavidus. From the rhizosphere soils of tall fescue, strains CuT6, CdT2, CdT5, and PbT3 were isolated and were identified as Fulvimonas soli, Cupriavidus sp., Novosphingobium sp., and Bacillus sp., respectively. Cupriavidus sp. CuM5 and CdM2 showed a low heavy metal tolerance and diesel degradability, but exhibited an excellent PGP ability. Among the six isolates, Cupriavidus sp. CdT2 and Bacillus sp. PbT3 showed the best diesel degradability. Additionally, Bacillus sp. PbT3 also exhibited excellent heavy metal tolerance and PGP abilities. These results indicate that the isolates can be used as promising microbial resources to promote plant growth and restore soils with contaminated heavy metals and diesel.

경도인지장애 및 알츠하이머병에서의 작업기억 폭 검사 비교

이수연(Soo Yun Lee),윤정혜(Jung Hae Youn),김주혜(Ju Hye Kim),이준영(Jun-Young Lee) 대한노인정신의학회 2018 노인정신의학 Vol.22 No.1

Objective:The purposes of this study were to compare the working memory span between mild cognitive impairment (MCI) and Alzheimer’s disease (AD) in the Korean elderly population and to evaluate the effectiveness of the working memory span tests. Methods:32 normal controls (NC), 26 patients with MCI and 28 AD patients at a mild stage were participated in this study. We used newly devised working memory span tests (Word span test and Dot matrix) according to the components of working memory ; central executive, phonological loop, and visuospatial sketchpad. And the results were compared with the Korean version of the Consortium to Establish a Registry for Alzheimer’s Disease Assessment Packet (CERAD-K). To evaluate the effectiveness of the working memory tests and CERAD-K to screen MCI and AD, receiver operating characteristic curves were plotted. Results:All subsets of the two working memory span tests showed significant decline in verbal and visuospatial working memory in AD. But there was no significant difference between NC and MCI. Compared to CERAD-K, the two working memory tests showed good effectiveness to discriminate AD. Conclusion:This study showed that working memory span tests could be effective diagnosing tools for detecting AD. But for the MCI, the working memory impairment was not prominent than episodic memory impairment. This is supposed to result from the various kinds of working memory components, especially the episodic buffer.

병원의 보험심사평가 업무가 경영성과에 미치는 영향

이수연(Lee, Soo-Yun),김재열(Kim, Jae-Yeol) 대한경영학회 2009 大韓經營學會誌 Vol.22 No.4

오적산가미방(五積散加味方) 추출물이 CCl4중독 Rat의 간기능 회복에 미치는 영향

이수연 ( Soo Yeon Lee ),박원형 ( Won Hyung Park ),차윤엽 ( Yun Yeop Cha ),이은 ( Eun Lee ) 한방재활의학과학회 2013 한방재활의학과학회지 Vol.23 No.3

ObjectivesThe objective of present study was to investigate the effect of Ojeoksangamibang (Wujisanjiaweifang) extract on recovery of liver function in carbontetrachloride (CCl4)-exposed rat. MethodsMale rats weighing 230±7.21 g fed experimental diet for 1 week and 28 rats were divided into 4 groups. Each of 7 rats was devided into a control group and experimental groups. We fed a control group of rats a basal diet and administered normal saline (100 mg/kg, 1 time/1 day) for 3 weeks. And we fed each experimental group of rats basal diet and administered an extract of Ojeoksangamibang extracts (100 mg/kg, 200 mg/kg, 300 mg/kg, 1 time/1 day) for 3 weeks. We measured lipid of plasma and liver, concentration of proinflammatory cytokines (IL-1β, TNF-α, IL-6 and IL-10). Statistical analysis was done by one-way analysis of variance (ANOVA) and Duncan`s multiple range test with significance level at p<0.05. ResultsPlasma a-fetoprotein (AFP) and total protein concentration showed a tendency to decrease in Ojeoksangamibang extract-treated groups. However, plasma albumin concentration showed no significant differences in all treatment groups. Activity of plasma Aspartate aminotransferase (AST) and Alanine aminotransferase (ALT) in the Ojeoksangamibang extract-treated groups, increased addition amount of Ojeoksangamibang extracts tended to decline. Alkaline phosphatase (ALP), lactate dehydrogenase (LDH) and γ-glutamyl transferase (γ-GT) activities showed a tendency to decrease in Ojeoksangamibang extract-treated groups, increased addition amount of Ojeoksangamibang extracts tended to decline. Concentration of plasma triglyceride and total cholesterol showed a lower value than that of control group. The liver IL-1β, IL-6 and TNF-α concentration were decreased, and IL-10 was increased in Ojeoksangamibang extract groups, compared to control group. Plasma IL-1β, IL-6 and TNF-α concentration were decreased, and IL-10 was increased in Ojeoksangamibang extract groups, compared to control group. ConclusionsThis study suggested that Ojeoksangamibang may alleviate liver inflammatory reaction induced by liver toxicity. (J Korean Med Rehab 2013;23(3):45-53)

콜센터 상담원의 감정노동과 감정소진 및 이직의도에 관한 연구

이수연(Soo-Yun Lee),양해술(Hae-Sul Yang) 한국컴퓨터정보학회 2008 韓國컴퓨터情報學會論文誌 Vol.13 No.5

본 연구는 고객과 직접적인 대면을 하지 않고 전화를 이용하여 감정노동(emotional labor)을 수행하는 콜센터 상담원들의 감정노동의 결과로 표출되는 감정소진(emotional exhaustion)에 영향을 주는 요인을 연구하였다. 본 연구는 감정소진이 직무만족을 저해시켜 이직의도를 높이는 것으로 이직율이 높은 콜센터 경영에서 관리하여야할 중요한 요소라는 것에 대한 실증적인 증거를 제시하였다. 감정소진을 낮추기 위해서는 시간적 압력을 낮추고 업무의 자율성을 부여하여야 하며, 이직의도를 낮추는 위해서는 상사지원이 중요한 요소로 나타났다. 본 연구의 의의는 콜센터 경영에 있어서 감정노동이 상담원의 관리에 중요하다는 것을 제시하였다는 것이다. EThis study shows the factors which have an effect on the emotional exhaustion and turnover intention in call center tele-communicators who perform emotional labor using telephone without direct confronting with clients. This study empirically shows that emotional exhaustion decreases job satisfaction and increases turnover intention. Therefore the emotional exhaustion is the important managing factor for efficient management of call center. To weaken emotional exhaustion, it is necessary to decrease time pressure in call center work. To weaken turnover intention, it is important to strengthen superior support. This study makes a contribution in providing the fact that emotional exhaustion is an important managing factor in administration of call center tele-communicators.

의료기관과 심사기관의 심사업무인식도 비교연구 - 종합병원 청구직원과 건강보험 심사평가원 심사직원을 중심으로-

이수연 ( Soo Yun Lee ),하호욱 ( Ho Wook Ha ),손태용 ( Tae Yong Sohn ) 한국병원경영학회 2004 병원경영학회지 Vol.9 No.3

This study conducted a comparative analysis of awareness level of review standards, continuing education, and awareness about the need for speciality and educational courses in order to improve quality of Korean health insurance review work and to present directions for policies of personnel development and continuing education to smoothly perform hospital`s insurance claim work and Agency`s review work. The analysis unit of the study is individuals, and survey was conducted among hospital`s claim officers and Agency` review officers by distributing questionnaires. The major results of the study are as follows: First, it is found that hospital`s claim officers and Agency`s review officers have conflicting awareness about review standards; more Agency`s review officers think that current review standards are universal and reasonable, while more hospital`s claim officers believe that they need to be revised. Especially, hospital`s claim officers replied that it is possible that review results can differ according to government`s policies. Second, there is no significant difference between the two groups in the opinion that there are individual differences in awareness level of review standard. In particular, both groups share the opinion that review results can differ according to officer`s interpretation of review standards. Third, Both review officer groups feel the need for further training and continuing education. Fourth, there is no difference between the two groups in the opinion that both groups members should be educated in review related educational institutions. However, while 81.5% of Agency`s review officers the education should be offered at the Agency, only 45.2% of hospital`s claim officers agreed to it. Fifth, both review personnel do not show any difference in awareness of needed experience to successfully perform review work; both groups replied that three to four years experience is necessary to smoothly perform claim work and review work. This study was tried in order to search for directions to improve Korean insurance review work in quality rather than to explore characteristics themselves of individual factors. In this sense, this study presupposed an intention that the educational subjects for further training and continuing education for the two groups should be the same in order to narrow the awareness gap between hospital`s claim officers and Agency`s review officers. Thus, this study suggests that it is desirable to offer beginner courses at junior colleges or in undergraduate courses and advanced courses in professional graduate school for six to twelve months. In that a comparison of awareness level of hospital`s claim officers and Agency`s review officers who are actually in practice should precede appropriate presentation of directions for the qualitative improvement of insurance review work in Korea, the significance of this study lies in comparatively analyzing the awareness level of hospital`s claim officers and Agency`s review officers and in presenting the establishment of future further training and continuing education.