earticle

영어

This research was carried out to investigate the determinants of job performance and turnover intention of female advisors in mobile communication contact centers located in Daegu. The independent variables are individual characteristics, work duty related variables, working environments and the leadership of the middle managers. The factor analysis and the hierarchical regression analysis were implemented to the subjects of 282 advisors which gathered from 7/14/2008 to 7/23/2008. The results are as follow. First, the older advisors were, the higher job performance was. The higher educational background presented more turnover intention, and married advisors had higher job performance than unmarried ones. Second, the longer employment period showed higher job performance. Third, As advisors were more satisfied with promotion and welfare policy, and with coworkers, higher job performance was presented. As advisors had lower satisfaction with policy and authority, they showed higher turnover intention. Fourth, the leadership of middle managers positively had a influence on job performance and turnover intention. As the middle managers motivated and encouraged advisors well, the advisors showed higher job performance. If the middle managers showed lower charisma leadership, the advisors was intended to turnover more. Fifth, the most influential factor of advisors’ job performance and turnover intention was working environments.