원문정보
초록
영어
The perception that call center operators’ interactions with customers make effects on service quality or customer satisfaction is getting proliferated. Accordingly, emotional labor of call center operators attracts attentions. Call Center Information System plays very important role in interactions between call center operators and customers, and call center operators can reduce their stress when they can use information system effectively. It would decrease emotional labor of call center operators and increase performances of individuals and organization. Accordingly, in this study a hypothesis is made that call center information systems quality and emotional labors make effects on the organizational performance. In test of hypothesis, it is verified that the information systems quality makes effects on emotional labor of call center operators, and emotional labor makes effects on organizational performance, in other words it makes effects on customer-orientedness and organizational satisfaction.
목차
1. Introduction
2. Theoretical Background and Research Model
2.1. The Quality of Information System and Expectation Congruency
2.2. Expectation Congruency, Self‐efficacy, and Emotional Labor Performance
2.3. Emotional Labor Performance, Customer‐orientedness, and Organizational Satisfaction
2.4. Research Model
3. Analysis Results
3.1 Sample Data
3.2. Analysis Methods
3.3. Reliability and Validity of Constructs
3.4. Results of Hypothesis Testing
4. Conclusions
References