고객센터 상담사의 역할 스트레스가 서비스 회복 성과에 미치는 영향

Abstract

This study aims at identifying burnout of the call center customer service representatives(CSR) by role stress, empirically demonstrating the type of effect of burnout on their service recovery performance. The result of the analysis show that role overload, role ambiguity, and repetitive work role among the role stress factors had a positive influence on emotional exhaustion. Role ambiguity and repetitive work also had an influence on depersonalization. Emotional exhaustion of the CSR had a positive influence on personalization,which was demonstrated equally in the whole group. With respect to the relation between role stress and service recovery performance, role ambiguity had a negative influence on service recovery performance of the CSR. This implies a need to establish a specific role standard for the representatives. In addition, it is necessary to prevent the CSR from burning out in advance at the corporate level because their emotional exhaustion and depersonalization will lead to an undesirable outcome such as a negative influence on service recovery performance. This study is significant in that it has focused on the CSR, the core human resources at the call center, in order to study role stress, burnout, and service recovery performance and identified the relation between the variables. It also investigated the importance of prevention to avoid burnout in practice. This study implies the significance of management of role stress and burnout for better service recovery performance of the CSR. The number of emotional labor is on the increase with the development of the service industry. The turnover seems to be resulted from burnout of the CSR at the call center. The number is increasing over time. More strategic emotion care management from the perspective of the service representatives with authenticity to improve productivity of the call center rather than forcing their work performance will secure the best competitiveness in the call center industry.