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분야 : 사회과학 > 기타(사회과학)
발행기관 : 한국서비스경영학회
간행물정보 : 서비스경영학회지, 2019 pp.~21 (총 22pages)
 
 
목차
부제 : The Effect of Emotional Labor on Happiness of Insurance Company Call Center Workers: Focused on the Mediation Effect of Job Stress Moderated by Work-Life Balance
Abstract
Ⅰ. 서론
Ⅱ. 이론적 배경
Ⅲ. 연구 방법
Ⅳ. 실증 분석 결과
Ⅴ. 결론 및 제언
참고문헌
 
 
영문초록
The purpose of this study is to empirically verify the mediation effect of job stress moderated by work-life balance in relation to emotional labor and happiness of call center workers. The results of the study are as follows; The mediating effect of job stress on the relationship between emotional labor and happiness was found significantly, and work-life balance moderated the relationship between job stress and happiness. These results suggest that emotional labor affects happiness by decreasing job stress and the effect occurs when the level of work-life balance is high. Call centers can improve employees’ happiness through work-life balance enhancement programs and strategies for dealing with job stress.
 
 
Work-Life Balance, Happiness, Job Stress, Emotional Labor
 
다운로드 4794923.pdf