감정노동이 직무스트레스, 직무소진, 이직의도에 미치는 영향에 관한 연구 : 콜센터 상담사를 중심으로 = A Study on the Effects of Emotional Labor on Job Stress, Job Burnout and Turnover Intentions

국문 초록 (Abstract)

1. 감정노동이 직무스트레스, 직무소진, 이직의도에 어떻게 영향을 미치는가?
2. 감정노동과 직무스트레스 상호간, 감정노동과 직무소진 상호간, 직무스트레스와 직무소진 간에 감성지능이 이직의도에 어떻게 완화 조절하는가?
3. 직무스트레스와 직무소진이 감정노동과 이직의도 간의 관계를 복수변수로써 이중 매개할 것인가?

목차 (Table of Contents)

• 목 차
• 제 1장 서론 1
• 제 1절 연구의 목적 및 필요성 1
• 제 2절 연구방법 및 논문의 구성 7
• 제 2장 이론적 배경 8
• 제 1절 콜센터 산업 특성 8
• 제 2절 감정노동 12
• 제 3절 직무스트레스 33
• 제 4절 직무소진 45
• 제 5절 이직의도 54
• 제 6절 감성지능 56
• 제 3장 연구의 설계 및 방법 65
• 제 1절 연구모형 및 가설의 설정 65
• 제 2절 표본의 선정 및 자료수집 80
• 제 3절 측정도구 81
• 제 4절 자료의 처리 85
• 제 4장 분석결과 86
• 제 1절 연구표본의 특성 86
• 제 2절 측정도구의 신뢰성 및 타당성 검증 89
• 제 3절 연구가설의 검증......103
• 제 4절 논의.... .................136
• 제 5장 결론 141
• 제 1절 연구결과 요약 141
• 제 2절 연구의 시사점 144
• 제 3절 연구의 한계 및 향후 연구과제 147
• 참고문헌 150
• Abstract 179

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