정보시스템 품질이 감정노동 성과에 미치는 영향: 항공사 콜센터를 중심으로

Abstract

Abstract When the crucial role of the agent in communicating with the customer is acknowledged well enough torelieve the agent’s stress, it will lead to the decrease of the agent’s emotional labor and the improvement of the business organization’s performance simultaneously. However, the research on the relationship between information system and the emotional labor has been scarcely conducted even though the importance of the emotional labor isactively researched and discussed these days. Therefore, much effort has been put in this study to fine out how thequality of airline call center information system affects expectations-conformation and how expectations-conformationand self-efficacy affect performance of Emotional Labors. Analysis of the results to target a call center agent 436people, When you provide them with quality information systems, it increased satisfaction and pride in their job. Thismechanisms subsequently reduces the strength of the emotion labor, which ultimately improves the service performance. The implications of this study can be summarized as following: First, this research presented practical guidelines to the organization's decision-makers related to the airline call center operations in order to introduce and expand successful call center information system. Second, this research suggested the possible method to inspect and diagnose the system by way of applying the measurement model mentioned in this research into the airline information system and analyzing it. Third, the performance-measuring model developed in order to measure the performance of the airline call center information system can also be used when we carry out the performance-measuring task in the similar information system as the basis of diagnosing the situation and presentingthe driving directions.