유통업종 콜센터 감정노동자의 고객만족 요인 연구 = A Study on the Satisfaction Factors of Emotional Labor in the Distribution Industrial Call Center

다국어 초록 (Multilingual Abstract)

The three factors, such as job satisfaction, motivation, and turnover intention, were derived from previous studies and key informant surveys of emotional labor in the distribution industry as a result of customer satisfaction factors, and the importance of each was surveyed. It is also aimed to analyze the variables of implementation of the three factors and the ranking relationships they have with each of the factors.
330 callers were collected using completed questionnaires after refining variables via pilot test with a questionnaire related to customer satisfaction factors of emotional labors derived from previous studies and key informant surveys. The collected questionnaires were analyzed using the Fuzzy-AHP analysis.
As a result of an academic contribution, it was confirmed that the employee's turnover intention, motivation, and job satisfaction were used to satisfy customers of call center employees in the field of distribution through an empirical study, The higher the caller's job satisfaction, the better the performance, The performance of the tasks is given as a reward, Again, it has been confirmed that there is a virtuous circle effect that boosts motivation and lowers the turnover intention.

국문 초록 (Abstract)

본 연구는 제조-판매-유통-소비-회수 등의 공급사슬에서 공급자와 소비자 사이에 위치하여 공급자의 고객만족경영과 소비자의 소비활동 만족을 위하여 핵심기능을 담당하는 콜센터의 고객만족요인을 도출하는 것을 목적으로 하는 현장조사 중심의 논문이다. 이의 달성을 위하여 선행연구와 콜센터에 종사하는 감정노동자 대상의 대면조사를 통하여 도출된 SCM 콜센터의 고객만족요인인 직무만족, 동기부여, 이직의도 등 3개 요인에 대한 중요도 및 순위관계를 조사한다. 또한 3개 요인들을 구성하는 실행변수와 이들이 각 요인들에 미치는 영향의 정도와 순위관계를 분석하고 시사점을 도출한다.
선행연구와 전문가 의견조사로 도출된 감정노동자의 고객만족요인 관련 설문을 만들어 Pilot test를 통한 변수의 정제과정을 거쳐 완성된 설문지를 이용하여 330명의 의견을 수집하였고, 수집된 설문지는 Fuzzy-AHP 분석을 이용하여 분석하였다.
학문측면의 공헌도로는 동기부여와 직무만족, 직무만족과 이직의도, 동기부여와 이직의도는 각각 독립되거나 서론 다른 요인 또는 환경에 의하여 조성되는 것이 아니라는 것이다. 이들은 상호 맥락(높은 상관관계 유지)을 같이하며 서로 보완을 해주는 선순환의 관계가 있다. 이는 본 연구를 위하여 조사한 90여 개의 국내외 선행논문에서 보여주지 못한 연구의 결과로 콜센터에서 감정노동에 종사하는 상담사를 대상으로 실증연구로 찾아낸 본인의 연구에서만 도출된 학문측면의 의미 있는 공헌이라 할 수 있다.

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