There have been many studies about leadership as well as job stress and job burnout among others, and there are many researches about each viewpoint and general industry groups. However, there seems to be almost no studies of a leader's leadership as an moderating effect when members of call centers have turnover intention due to job stress and burnout.
Job stress causes various results to members of an organization, and high-level stress in particular not only damages the organization but also gives bad physical influence to an individual. When job stress further develops, it leads to job burnout and then to turnover intention due to such chronic experience. The main purpose of this study is to determine how much turnover intention will be reduced when leadership qualities go into effect. In other words, this study aims to confirm the level of influence among moderating variable of job stress, job burnout, and leadership, and its antecedent variable and consequence variable on call center operators to whom mental management has huge effect on business performance and long service.
This study was carried out through positive analysis, and for statistics process technique, descriptive statistics, reliability analysis, validity, factor analysis and correlation analysis, linear regression analysis, and hierarchical regression analysis were used to secure the reliability and validity of measurement tool, and then hypothesis verification was executed.
Synthesizing the positive analysis; first of all, job stress has significant influence on operators' job burnout; and as they feel more job stress, role overload and role conflict, mental burnout and depersonalization was intensified in the relation between job burnout and turnover intention, and individual fulfillment declined. Second, mental burnout, depersonalization, and individual fulfillment decline appeared to increase turnover intention, and job burnout appeared to increase turnover intention.
Third, job bumout(mental burnout, depersonalization, individual fulfillment) appeared to mediate between job stress and turnover intention; mental burnout of job burnout between job stress and turnover intention reveals depersonalization, which is analyzed to be shown as turnover intention through lack of individual fulfillment. Fourth, when job bumout influences turnover intention, as a moderating effect of leadership qualities which are moderating variables, charisma, intellectual stimulation, individual consideration, exceptional management appeared to have moderating effect between job bumout and turnover intention, but situational compensation showed no moderating effect. Thus, it can be interpreted that even if an operator enters the state of job bumout, turnover intention can be reduced as long as leadership qualities are intellectually stimulated. However, as it appeared that situational compensation could be of no motivation at all to prevent turnover intention of operator in job bumout, there seems to be some risk in selecting situational compensation as a moderating method for operator in job burnout.
The argument between the study results that operator's mental labor has a negative trait with the industrial characteristics of a call center and that it does not necessarily lead to negative results could be more clear through this thesis. It is desirable to find what positive leadership display methods there are as an alternative approach to mental labor in the future, and carry out additional research on how to structuralize those methods.