콜센터에서 상담사의 감성지능, 조직몰입 친사회적 조직행동 간의 구조적 관계 = A Study on the Relationships among Emotional Intelligence, Organizational Commitment and Prosocial Organizational Behaviors of Customer Service Representatives in Call Centers

국문 초록 (Abstract)

콜센터는 기업의 대표적인 비대면 서비스 조직으로 성장하였으며 이곳에서 상담사는 고객서비스를 책임지고 있다 오늘날 상담사는 고객이 기업의 서비스품질을 평가할 때 중요한 부분으로 자리매김하였다. 하지만 상담사의 콜센터에 대한 감정적 애착 및 소속감은 매우 낮으며 이는 높은 이직과 서비스품질의 저하로 이어지고 있다 이러한 상황에서 본 연구는 조직몰입에 관한 연구를 도입하여 상담사의 조직몰입에 영향을 미치는 핵심 변수를 찾고 더 나아가 조직몰입이 상담사의 행동과 성과에 미치는 효과를 검증하고자 한다 구체적으로 본 연구는 상담사가 수많은 고객들과 상호작용하는 콜센터 업무에 보다 잘 적응하고 성공적으로 적응하기 위해서 높은 감성지능이 필요함을 제시하고 네 가지 차원 즉 감성관리능력 감성이해능력 감성활용능력 감성공유능력 을 가지고 감성지능을 측정하고자 한다 이를 통해 감성지능의 각 차원이 다른 유형의 조직몰입 즉 감정적몰입과 계산적몰입에 미치는 개별적인 효과를 검증한다 이와 더불어 두 가지 유형의 조직몰입 이 콜센터에서 상담사의 자유재량적인 친사회적 조직행동 즉 역할내 고객서비스행동 협력 이직의도 서비스품질에 미치는 효과들을 분석한다.
콜센터에서 근무하는 상담사들로부터 수집된 부의 데이터를 분석한 결과는 다음과 같다 첫 288째 감성지능의 차원 중에서 감성관리능력과 감성공유능력은 감정적몰입을 증가시킬뿐만 아니라 계산적몰입을 감소시키는 것으로 나타났다 반면 감성이해능력과 감성활용능력은 감정적몰입과 관련성이 없으며 오히려 계산적몰입을 증가시키는 것으로 나타났다 둘째 감정적몰입은 역할내 고객 서비스행동과 협력을 증가시키고 이직의도를 크게 감소시키며 서비스품질을 증가시키는 반면 계산적몰입은 이직의도만을 상당히 증가시키는 것으로 밝혀졌다 마지막으로 상담사의 역할내 고객 서비스 행동과 협력은 이직의도와는 관련성이 없으나 서비스품질의 증가와는 밀접한 관련성을 지닌 것으로 나타났다.

다국어 초록 (Multilingual Abstract)

A call center has been grown up as a firm’s typical service encounter where customer service representatives (CSRs) are responsible for providing service to customers over the phone. Most firms apparently recognize the importance of CSRs in creating superior service quality while the recognition and rewards of their demanding work are insufficient. The most challenging issue that a call center faces is to improve CSRs’ emotional attachment and belonging to the organization, which is closely related to the increase of turnover intention and the deterioration of service quality.
Under the circumstances, this study focuses on CSRs’ job commitment which has been known as a key factor of capturing the levels of emotional attachment and belonging to the organization. More specifically, we examine a key determinant of CSRs’ job commitment (i.e., emotional intelligence (EI)) and verify the outcomes of CSRs’ job commitment (i.e., prosocial organizational behavior, turnover intention, and service quality). In this study, we conceptualize EI as a multi-dimensional variable including mood regulation, appraisal of emotion, utilization of emotion, and experience share emotion. Besides, in this study, the concept of prosocial organizational behavior includes role-in customer service behavior and helping behavior, and that of job commitment includes affective commitment and calculative commitment.
Using a total of 288 data collected on CSRs working for call centers, we tested the proposed research model and hypotheses. The key findings are as follows. First, concerning the relationship between EI and job commitment, mood regulation and experience/share emotion not only increase affective commitment, but also decrease calculative commitment. Contrary to our expectations, appraisal of emotion and utilization of emotion increase calculative commitment. Second, affective commitment promotes role-in customer service behavior and helping behavior, reduces turnover intention, and enhances service quality. On the contrary, calculative commitment only increases turnover intention. Finally, role-in customer service behavior and helping behavior considerably increase service quality, but they have nothing to do with turnover intention. The findings imply that CSRs' voluntary, proactive service efforts are a prerequisite for creating superior service quality.

목차 (Table of Contents)

• I 서론
• II 문헌연구
• III 연구모형 및 연구가설
• IV 실증분석
• V 결론

참고문헌 (Reference)

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