콜센터(Call - center) 구성원의 감정노동과 조직유효성간의 인과관계 분석 - 감성리더십의 조절효과를 중심으로

As the result of the emotional labor, the call-center members end up in the degree of serious job burnout and low job satisfaction, besides high turnover intention. And so the main purposes of this study is proving the effect of the emotional labor of call-center members on organizational effectiveness and verifying the moderating role of emotional leadership in the relationship between them. At first to achieve the purpose of this study the theoretical framework was established and then the variables were selected to verify the hypotheses proposed based on the past empirical findings. The hypotheses were examined and verified by applying Statistical tools such as analysis of frequency, regression analysis, hierarchical regression analysis etc. As the result of this study, First, emotional labor as a independent variable has showed a significant impact on job burnout and/or organizational effectiveness as dependent variables, even on job burnout increased and/or the turnover intention increased and/or job satisfaction decreased. But the other way deep acting of emotional labor reduces turnover intention and/or job burnout and increases job satisfaction. In other words the emotional labor makes the positive or negative impact on job burnout and/or organizational effectiveness Second, at the relationship between job burnout and organizational effectiveness it was verified that the job burnout as a independent variable makes only the negative impact on organizational effectiveness as dependent variables as job satisfaction decreased and/or the turnover intention increased. In other words job burnout reduces organizational effectiveness and job satisfaction and increases turnover intention. Third, at the relationship between the emotional labor and turnover intention and the relationship between job burnout and turnover intention the moderating effect of emotional leadership was verified.