ScholarWorks@숙명여자대학교

초록

This study explored the difficulties, subsequent problems, consequent changes and coping strategies for the difficulties of customer service representatives. Twelve Customer service representatives were interviewed and the collected data were analyzed using a Consensual Qualitative Research (CQR) method. As a results, 3 domains such as ‘performance evaluation system,’ ‘difficulties in dealing with customers,’ and ‘work difficulties’, and 8 core ideas were identified. The changes caused by difficulties were derived 3 domains including ‘changes in body function,’ ‘changes in emotion,’and ‘ changes in thinking ’ and 9 core ideas were confirmed. Also 3 domains such as ‘engagement in pleasant activities,’ ‘coping through inter personal relationships,’ and ‘acceptance of reality’ and 6 core ideas were categorized for their coping strategies. This study is meaningful that it provided a deeper psychological understanding of customer service representatives and some empirical evidence to design education and prevention programs for them as emotional laborers.

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