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고객센터 상담사의 역할 스트레스가 서비스 회복 성과에 미치는 영향
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김성아; 김연성;
서용구
Article
Issue Date
2011
Citation
서비스경영학회지, v.12, no.3, pp 197 - 228
Publisher
한국서비스경영학회
감정 노동자 개성 요인이 서비스 성과 및 이직 의도에 미치는 영향
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김성아;
서용구
; 문철우
Article
Issue Date
2011
Citation
상품학연구, v.29, no.5, pp 133 - 148
Publisher
한국상품학회
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Big 5 model
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burnout
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dark side
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Depersonalization
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depersonalization
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Emotional exhaustion
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HDS(Hogan Development Survey)
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