콜센터 서비스 텔레마케터의 고객지향적 성격, 자기효능감, 노력이 직무만족과 이직의도에 미치는 영향과 리더십의 조절효과에 관한 연구 (Effects of call center service tele-marketers’ customer orientation, self-efficacy and effort on job satisfaction and turnover intention and the moderating effect of leadership)

서지정보

· 발행기관 : 한국서비스경영학회
· 수록지 정보 : 서비스경영학회지 / 9권 / 2호 / 255 ~ 287페이지
· 저자명 : 정기주, 김경은, 조성도

초록

The purpose of this study is to investigate how tele-marketer s’ customer-orientation personality, self-efficacy and effort affect job satisfaction and turnover intention. Additionally this study reveals the mod erating effect of leadership style between customer orientation personality and j ob satisfaction. This research considers the cust omer orientation as personality . Also according to intrinsic motivational theory this study maintains the posit ive relationship between effort and job satisfaction. Survey was conducted in a call center telemarketing setting.Several significant results were founded. First customer orientation as personality had a significant e ffect on job satisfaction. Second effort had a positive impact on job satisfaction significantly as intrinsic motivational theory anticipates. Third charismatic leadership played a moderating r ole significantly between customer orientation and job satisfaction. Also job satisfaction had a significant effect on turnover intention. But self-efficacy didn't affect job satisfaction significantly.

영어초록

The purpose of this study is to investigate how tele-marketer s’ customer-orientation personality, self-efficacy and effort affect job satisfaction and turnover intention. Additionally this study reveals the mod erating effect of leadership style between customer orientation personality and j ob satisfaction. This research considers the cust omer orientation as personality . Also according to intrinsic motivational theory this study maintains the posit ive relationship between effort and job satisfaction. Survey was conducted in a call center telemarketing setting.Several significant results were founded. First customer orientation as personality had a significant e ffect on job satisfaction. Second effort had a positive impact on job satisfaction significantly as intrinsic motivational theory anticipates. Third charismatic leadership played a moderating r ole significantly between customer orientation and job satisfaction. Also job satisfaction had a significant effect on turnover intention. But self-efficacy didn't affect job satisfaction significantly.

참고자료

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