기업금융기관 콜센터 근로자의 감정근로와 조직성과에 관한 연구 -사회적 지원의 조절효과와 직무소진의 매개효과를 중심으로-

The purpose of this study was to investigate the effects on the moderating variable of call center employees' social support and the mediating effect of emotional burnout, emotional work on organizational performance. For verification the purpose of this study established the variable as followings; First, the independence variable established the behavior strategy by emotional work(surface acting, deep acting) of call center employees in banking agency. Second, the result variable established the job satisfaction and the turnover intention. Third, the modification variable established the social support in organization. Forth, the mediate variable established the emotional burnout employees. To investigate the relationship, 110' banking agency call center workers who had worked in Seoul city were studied. The results of this study were as follows: First, as a result of regression analysis to find out effects of behavior strategy by emotional work to the job satisfaction and the turnover intention. Second, it tested the influence of moderating variable by the social support. Third, it tested the negative influence of mediating variable by the employees' emotional burnout.