$\require{mediawiki-texvc}$

연합인증

연합인증 가입 기관의 연구자들은 소속기관의 인증정보(ID와 암호)를 이용해 다른 대학, 연구기관, 서비스 공급자의 다양한 온라인 자원과 연구 데이터를 이용할 수 있습니다.

이는 여행자가 자국에서 발행 받은 여권으로 세계 각국을 자유롭게 여행할 수 있는 것과 같습니다.

연합인증으로 이용이 가능한 서비스는 NTIS, DataON, Edison, Kafe, Webinar 등이 있습니다.

한번의 인증절차만으로 연합인증 가입 서비스에 추가 로그인 없이 이용이 가능합니다.

다만, 연합인증을 위해서는 최초 1회만 인증 절차가 필요합니다. (회원이 아닐 경우 회원 가입이 필요합니다.)

연합인증 절차는 다음과 같습니다.

최초이용시에는
ScienceON에 로그인 → 연합인증 서비스 접속 → 로그인 (본인 확인 또는 회원가입) → 서비스 이용

그 이후에는
ScienceON 로그인 → 연합인증 서비스 접속 → 서비스 이용

연합인증을 활용하시면 KISTI가 제공하는 다양한 서비스를 편리하게 이용하실 수 있습니다.

콜 센터 상담원의 웰니스에 영향을 미치는 요인
Factors Influencing the Wellness of Call Center Employees 원문보기

지역사회간호학회지 = Journal of korean academy of community health nursing, v.33 no.1, 2022년, pp.128 - 138  

김연주 (연세대학교 간호대학.김모임간호학연구소, 4단계 두뇌한국(BK)21 S-L.E.AP 미래간호인재교육연구단) ,  김광숙 (연세대학교 간호대학.김모임간호학연구소, 4단계 두뇌한국(BK)21 S-L.E.AP 미래간호인재교육연구단) ,  김유림 (고신대학교 간호대학)

Abstract AI-Helper 아이콘AI-Helper

Purpose: This study aimed to identify the factors influencing the wellness of call center employees. Methods: From December 2018 to October 2019, a cross-sectional study was conducted with 155 workers recruited from the call centers in Seoul, South Korea. Data were collected using self-administered ...

주제어

참고문헌 (29)

  1. Ministry of Employment and Labor. Labor status of the business. Sejong: Ministry of Employment and Labor. 2018. https://www.data.go.kr/data/3075076/fileData.do 

  2. Smith BJ, Tang KC, Nutbeam D. WHO health promotion glossary: New terms. Health Promotion International. 2006;21(4):340-345. https://doi.org/10.1093/heapro/dal033 

  3. Choi MJ, Lee DH, Kang WS, Ha YM, Kim SH. Impacts of wellness components on individuals' wellness status for wellness convergence systems. Journal of Digital Convergence. 2015;13(7):381-391. https://doi.org/10.14400/JDC.2015.13.7.381 

  4. Choi MJ, Son CS, Kim J, Ha Y. Development of a wellness index for workers. Journal of Korean Academy of Nursing. 2016;46(1):69-78. https://doi.org/10.4040/jkan.2016.46.1.69 

  5. Cha K. Research trends in wellness: Focusing on the journal of wellness. Journal of Wellness. 2017;12(3):623-633. https://doi.org/10.21097/ksw.2017.08.12.3.623 

  6. vOh H, Park H, Boo S. Mental health status and its predictors among call center employees: A cross-sectional study. Nursing & Health Sciences. 2017;19(2):228-236. https://doi.org/10.1111/nhs.12334 

  7. Kwon KI, Yang JY. A qualitative study on call center consultants difficulties: Focused on inbound consultants. Korean Journal of Counseling. 2015;16(6):109-133. https://doi.org/10.15703/kjc.16.6.201512.109 

  8. Ashforth BE, Humphrey RH. Emotional labor in service roles: The influence of identity. Academy of Management Review. 1993;18(1):88-115. https://doi.org/10.5465/AMR.1993.3997508 

  9. Hochschild AR. The managed heart: Commercialization of human feeling. Journal of Policy Analysis and Management. 1984;3(3):483. https://doi.org/10.1002/pam.4050030365 

  10. Tak IC, Kim DH, Cha JB. A study of customer service representatives' emotional labor on emotional dissonance, job-induced tension and turnover intention. The Korea Service Management Society. 2017;18(2):1-24. https://doi.org/10.15706/jksms.2017.18.2.001 

  11. Grandey AA, Dickter DN, Sin HP. The customer is not always right: Customer aggression and emotion regulation of service employees. Journal of Organizational Behavior. 2004;25(3):397-418. https://doi.org/10.1002/job.252 

  12. Boo S, Oh H. Women's smoking: Relationships among emotional labor, occupational stress, and health promotion. Workplace Health & Safety. 2019;67(7):361-370. https://doi.org/10.1177/2165079918823214 

  13. Kim HJ, Choo J. Emotional labor: Links to depression and work-related musculoskeletal disorders in call center workers. Workplace Health & Safety. 2017;65(8):346-354. https://doi.org/10.1177/2165079916667512 

  14. Cho M, Lee H. Factors influencing work-life balance in female service workers. Korean Journal of Occupational Health Nursing. 2017;26(4):261-272. https://doi.org/10.5807/kjohn.2017.26.4.261 

  15. Kreiner GE, Hollensbe EC, Sheep ML. Balancing borders and bridges: Negotiating the work-home interface via boundary work tactics. Academy of Management Journal. 2009;52(4):704-730. https://doi.org/10.5465/amj.2009.43669916 

  16. Neto M, Chambel MJ, Carvalho VS. Work-family life conflict and mental well-being. Occupational Medicine. 2018;68(6):364-369. https://doi.org/10.1093/occmed/kqy079 

  17. Baicker K, Cutler D, Song Z. Workplace wellness programs can generate savings. Health Affairs. 2010;29(2):304-311. https://doi.org/10.1377/hlthaff.2009.0626 

  18. Brotheridge CM, Lee RT. Development and validation of the emotional labour scale. Journal of Occupational and Organizational Psychology. 2003;76(3):365-379. https://doi.org/10.1348/096317903769647229 

  19. Han KW, Choi WS, Na HK. The effect of customer-related stress on an emotional labor: The moderating effect of emotional intelligence perceived by hotel employees. Tourism Research. 2016;41(2):193-218. 

  20. Chang SJ, Koh SB, Kang D, Kim SA, Kang MG, Lee CG, et al. Developing an occupational stress scale for Korean employees. Korean Journal of Occupational and Environmental Medicine. 2005;17(4):297-317. https://doi.org/10.35371/kjoem.2005.17.4.297 

  21. Kim CW, Park CY. A study on the development of a 'work-life balance' scale. Journal of Leisure Studies. 2008;5(3):53-69. https://doi.org/10.22879/slos.2008.5.3.53 

  22. Ha Y. Effectiveness of a mobile wellness program to increase physical activity in office workers. Journal of Digital Convergence. 2019;17(11):369-76. https://doi.org/10.14400/JDC.2019.17.11.369 

  23. Lee M. The effect of online health-promoting education program on e-health literacy, affect, and wellness in pre-service childcare teachers. Journal of Wellness. 2021;16(1):48-54. https://doi.org/10.21097/ksw.2021.02.16.1.48 

  24. Karimi L, Leggat SG, Donohue L, Farrell G, Couper GE. Emotional rescue: The role of emotional intelligence and emotional labour on well-being and job-stress among community nurses. Journal of Advanced Nursing. 2014;70(1):176-186. https://doi.org/10.1111/jan.12185 

  25. Sohn BK, Park SM, Park IJ, Hwang JY, Choi JS, Lee JY, et al. The relationship between emotional labor and Occupational Stress among hospital workers. Journal of Korean Medical Science. 2018;33(39):e246. https://doi.org/10.3346/jkms.2018.33.e246 

  26. Yang JW, Suh C, Lee CK, Son BC. The work-life balance and psychosocial well-being of South Korean workers. Annals of Occupational and Environmental Medicine. 2018;30(1):38. https://doi.org/10.1186/s40557-018-0250-z 

  27. Lee JW, Oh SJ. The effect of emotional labor on happiness of insurance company call center workers: Focused on the mediation effect of job stress moderated by work-life balance. Journal of Korea Service Management Society. 2019;20(2):63-84. https://doi.org/10.15706/jksms.2019.20.2.004 

  28. Lee JM, Choi HG. Influence of organizational culture supporting work-life balance on well-being and depression mediated by work-life balance: An application of multi-group analysis across gender and age. Korean Journal of Industrial and Organizational Psychology. 2019;32(1):1-27. https://doi.org/10.24230/kjiop.v32i1.1-27 

  29. Tiago W, Misue ML, Aparecida SM. Relationship between wellness and sociodemographic characteristics of caregivers of people with cancer. Investigacion y Educacion en Enfermeria. 2016;34(1):128-136. 

저자의 다른 논문 :

관련 콘텐츠

오픈액세스(OA) 유형

GOLD

오픈액세스 학술지에 출판된 논문

이 논문과 함께 이용한 콘텐츠

저작권 관리 안내
섹션별 컨텐츠 바로가기

AI-Helper ※ AI-Helper는 오픈소스 모델을 사용합니다.

AI-Helper 아이콘
AI-Helper
안녕하세요, AI-Helper입니다. 좌측 "선택된 텍스트"에서 텍스트를 선택하여 요약, 번역, 용어설명을 실행하세요.
※ AI-Helper는 부적절한 답변을 할 수 있습니다.

선택된 텍스트

맨위로