연구동향 분석

감정노동의 결과에 관한 연구 -콜센터종사자를 대상으로-

정무관 임효창 최항석 2008년

논문상세정보
인용/피인용

' 감정노동의 결과에 관한 연구 -콜센터종사자를 대상으로-' 의 참고문헌

  • 호텔종업원의 감정노동이 직무관계태도에 미치는 영향
    김민주 관광학연구 21 2 129-141 [1998]
  • 콜센터의 고용관계와 노동문제
  • 직무탈진과 직무열의의 요구-자원 모델에서 정서노동전략의 역할 - 콜센터 상담원을 대상으로 -
    신강현 한국심리학회지: 산업 및 조직 19 4 573-596 [2006]
  • 직무소진의 영향요인에 관한 연구- 금융권 종사자를 대상으로 -
    이인석 대한경영학회지 20 6 2879-2900 [2007]
  • 조직시민행동의 하위차원에 대한 고찰 -연역적 분류틀의 정립을 위한 탐색적 연구-
    김경석 인사관리연구 30 1 149-175 [2006]
  • 외식업체 종사자의 직무만족도에 따른 서비스품질에 관한 연구
    유두련 소비문화연구 8 2 63-88 [2005]
  • 서비스기업의 성과 측정을 위한 BSC의 효과성에 관한 실증적 연구
    이상훈 서비스경영학회지 8 1 33-55 [2007]
  • 서비스 기업 구성원의 직무특성과 개인적 정서특성이 감정노동에 미치는 영향
    최항석 대한경영학회지 19 5 1943-1966 [2006]
  • 근로자의 성향적 특성과 직무소진의 관계- 자기효능감의 조 절효과를 중심으로
    한광현 대한경영학회지 18 2 531-555 [2005]
  • 관여, 기대 및 지지에 따른 직장-가정 갈등요인의 효과모델 검증
    홍선희 한국심리학회지: 산업 및 조직 11 2 1-19 [1998]
  • 감정노동의 결과에 대한 한국과 미국 간의 비교 연구: 호텔종업원 의 감정노동과 직무스트레스와의 관계를 중심으로
    김민주 호텔경영학연구 15 1 35-57 [2006]
  • “사회과학조사방법론.”
    채서일 - [1996]
  • Work Stress and Employee Health
    Ganster, D. C. Journal of Management 17 2 235-271 [1991]
  • When the show must go on: Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery
    Grandey, A. 86-96 [2003]
  • The maslach burnout inventory-general servey in The Maslach Burnout Inventory Maslach
    Schaufeil, W. B. 19-26 [1996]
  • The impact of social support on salesperson burnout and burnout components
    Sand, G. Psychology & Marketing 17 1 13-26 [2000]
  • The changing value of workers: Organizations must respond
    John, I. Healthcare Forum Journal 41 3 62-65 [1998]
  • The Expression of Emotion in Organizational Life
    Rafaeli, A. Research in Organizational Behavior 11 1-42 [1989]
  • The Dimension, Antecedents and Consequences of Emotional labor
    Morris, J. A Academy of Management Review 21 4 986-1010 [1996]
  • The Burnout Companion to Study & Practice
  • TM NEWS
  • Stress, social support, and the buffering hypothesis
    Cohen, S. Psychological Bulletin 98 310-357 [1985]
  • Sources of Conflict between Work and Family Roles
    Greenhaus, J. H. Academy of Management Review 10 1 76-88 [1985]
  • Role stressors, mood spillover, and perceptions of work-family conflict in employed parents
    Williams, K. Academy of Management Journal 37 837-868 [1994]
  • Process and structure in leader-member exchange
    Sparrowe, R. T. Academy of Management Review 22 2 522-552 [1997]
  • Preface in Emotion in organizations
    Hochschild, A. - [1993]
  • Patterns of burnout among managers and professionals: a comparison of models
    Cordes, S. L. Journal of Organizational Behavior 18 685-701 [1997]
  • Organizational citizenship behavior: a critical review of the theoretical and empirical literature and suggestions for future research
    Podsakoff, P. M. Journal of Management 26 513-563 [2000]
  • Organizational citizenship behavior : Its nature and antecedents
    Smith, C. A. Journal of Applied Psychology 68 4 653-663 [1983]
  • Organizational Citizenship Behavior
    Organ, D. W. - [1988]
  • Measurement of job and Work Involvement
    Kanungo, R. N Journal of Applied Psychology 67 341-349 [1982]
  • Maslach Burnout Inventory Manual
    Maslach, C. - [1986]
  • Life Events, Stress, and Illness
    Rabkin, J. E. Science 3 1013-1020 [1976]
  • Job satisfaction and organizational commitment as predictors of organizational citizenship and in-role behavior
    Williams, L. J Journal of Management 17 601-617 [1991]
  • Impact of family-supportive work variables on work-family conflict and strain: a control perspective
    Thomas, L. T. Journal of Applied Psychology 80 6-15 [1995]
  • Hiding feelings : The acute effects of inhibiting negative and positive emotions
    Gross, J. Journal of Abnormal Psychology 106 1 95-103 [1997]
  • Gender differences in work-family conflict
    Duxbury, L. E. Journal of Applied Psychology 76 60-74 [1991]
  • Emotional labor in service roles : The influence of identity
    Ashforth, B. E. Academy of Management Review 18 88-115 [1993]
  • 박사
    Emotional labor in academia: Development and initial validation of a new measure
  • Emotional labor and employee well-being
  • Emotional labor and burnout: Comparing tow perspectives of people work
    Brotheridge, C. M. Journal of Vocational Behavior 60 17-39 [2002]
  • Emotional Intelligence
    Goleman, D - [1995]
  • Emotional Dissonance, Emotional Exhaustion and Job Satisfaction in Call Centre Workers
    Lewig, K. A. European Journal of Work & Organizational Psychology 12 4 366-392 [2003]
  • Emotion regulation in the workplace: a new way to conceptualize emotional labor
    Grandey, A. Journal of Occupational Health Psychology 5 95-110 [2000]
  • Diversity and emotion: the new frontiers in organizational behavior research
    Ashkanasy, N. M. Journal of Management 28 3 307-338 [2002]
  • Antecedents and outcomes of work family conflict: testing a model of the work family Interface
    Frone, M. R. Journal of Applied Psychology 77 65-78 [1992]
  • Affectivity, organizational stressors, and absenteeism: a casual model of burnout and its consequences
    Iverson, R. D. Journal of Vocational Behavior 52 1-23 [1998]
  • A structural equations model of stress, locus of control, social support, psychiatric symptoms, and propensity to leave a job
    Rahim, M. A. Journal of Social Psychology 136 1 69-84 [1996]
  • A meta-analytic review of attitudinal and dispositional predictors of organizational citizenship behavior
    Organ, D. W Personnel Psychology 48 775-802 [1995]
  • A Review and an Integration of Research on Job Burnout
    Cordes, C. L. Academy of Management Review 18 621-656 [1993]