고객센터 서비스 상담사의 자아탄력성과 사회적 지지가 서비스 성과와 이직의도에 미치는 영향과 행복감과 부정적 역할지각의 매개효과

다국어 초록 (Multilingual Abstract)

The Purpose of this study is to examine the effects of customer center service representatives(CCSR)’s personalities and organizational characteristics on service performance and turnover intention. Specifically, this study examines how ego-resiliency and social supports, psychological and social supports, influence CCSR’s happiness and negative role perceptions. Furthermore, we investigate how happiness and negative role perceptions mediate the relationships between ego-resilience and social supports and service performance and turnover intention.
The results show that ego-resiliency and social supports significantly influence happiness and the negative role perception. Also ego-resiliency and social supports have a directly negative impact on turnover intention. However, their direct influences on service performance are not significant. Happiness significantly mediate the relationships between ego-resiliency and social supports and service performance. The negative role perception partially mediated the relationships between ego-resiliency and social support and turnover intention.

목차 (Table of Contents)

• Abstract
• Ⅰ. 서론
• Ⅱ. 이론적 배경 및 가설
• Ⅲ. 연구방법
• Ⅳ. 연구결과
• Ⅵ. 결론 및 시사점
• Reference

참고문헌 (Reference)

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