김상희 (2006). 판매원의 정서지능과 탈진감 및 고객 지향적 판매행동의 관계에 관한 연구, 경영학연구, 35(1), 185-227.
노혜미, 유태용, 신강현 (2007). 정서지능과 정서노동 전략이 직무관련 태도에 미치는 영향: 개인적 성취감의 매개효과. 한국심리학회지: 산업 및 조직, 20(4), 529-550.
박상언 (2015). 콜센터 상담직의 직무특성과 직무관련 정서 및 태도. 연세경영연구, 52(1), 21-54.
박영숙, 최수정, 정기주 (2015). 콜센터에서 상담사의 정서지능, 조직몰입, 친사회적 조직행동 간의 구조적 관계. 경영연구, 30(1), 155-196.
박재빈 (2007). 생존분석 이론과 실제. 서울: 신광출판사.
박종무, 박동수, 이재강, 안성익 (2014). 콜센터 상담사의 감정노동행동과 이직의도에 관한 실증적 연구: 직무성과의 조절효과. 경영컨설팅연구, 14(4), 173-186.
송경일, 최종수 (2008). SPSS 15를 이용한 생존자료의 분석. 서울: 한나래출판사.
유태용, 이기범, Ashton, M. (2004). 한국판 HEXACO 성격검사의 구성타당화 연구. 한국심리학회지: 사회 및 성격, 18(3), 61- 75.
유태용, 김천석, 최명옥, 한지현, 송진섭 (2004). 성격과 정서지능의 구성개념간 관련성 및 변별성에 대한 탐색적 연구. 한국심리학회 학술대회 자료집, 1, 221-221.
윤시내, 이승륜 (2007). 항공사 콜센터 상담원의 감정노동이 소진에 미치는 영향. 관광경영연구, 30, 99-117.
이선희 (2008). 직무만족과 개인-직무 부합도가 청년근로자의 이직 결정에 미치는 영향: 사건사 분석법의 적용, 한국심리학회지: 산업 및 조직, 21(4), 705-728.
이수연, 양해술 (2008). 콜센터 근로자의 감정노동과 감정소진 및 이직의도의 관계에 대한 연구. 한국콘텐츠학회논문지, 8(4), 197-210.
정기주, 최수정, 고은별 (2010). 고객센터에서 상담사의 정서지능이 고객지향성과 상담품질에 미치는 영향. 대한경영학회지, 23(4), 1759-1781.
정경숙, 최수정, 박명옥, 이 암 (2015). 콜센터에서 감정표현규범에 따른 상담사의 감정노동이 감정부조화, 감정소진, 이직의도에 미치는 영향. 대한경영학회지, 28(2), 529- 551.
주시각 (2013). 정서노동이 직무 스트레스, 직무소진, 이직의도에 미치는 영향에 관한 연구: 콜센터 상담사를 중심으로. 한양대학교 대학원 박사학위 논문.
한지현, 유태용 (2005). 상사의 정서지능이 부하의 태도와 상사 과업수행에 미치는 영향. 한국심리학회지: 산업 및 조직, 18(1), 177-199.
Allen, D. G., Weeks, K. P., & Moffitt, K. R. (2005). Turnover intentions and voluntary turnover: The moderating roles of self-monitoring, locus of control, proactive personality, and risk aversion. Journal of Applied Psychology, 90, 980.
Ashkanasy, N. M., & Daus, C. S. (2005). Rumors of the death of emotional intelligence in organizational behavior are vastly exaggerated. Journal of Organizational Behavior, 26, 441-452.
Ashforth, B. E., & Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of Management Review, 18, 88-115.
Bakker, A., Demerouti, E., & Schaufeli, W. (2003). Dual processes at work in a call centre: An application of the job demands–resources model. European Journal of Work and Organizational Psychology, 12(4), 393-417.
Barak, M. E. M., Nissly, J. A., & Levin, A. (2001). Antecedents to retention and turnover among child welfare, social work, and other human service employees: What can we learn from past research? A review and metanalysis. Social Service Review, 75(4), 625-661.
Carsten, J. M., & Spector, P. E. (1987). Unemployment, job satisfaction, and employee turnover: A meta-analytic test of the Muchinsky model. Journal of Applied Psychology, 72, 374.
Chang, J. Y., Choi, J. N., & Kim, M. U. (2008). Turnover of highly educated R&D professionals: The role of pre‐entry cognitive style, work values and career orientation. Journal of Occupational and Organizational Psychology, 81, 299-317.
Daus, C. S., & Ashkanasy, N. M. (2005). The case for the ability‐based model of emotional intelligence in organizational behavior. Journal of Organizational Behavior, 26, 453-466.
Davies, M., Stankov, L., & Roberts, R. D. (1998). Emotional intelligence: in search of an elusive construct. Journal of Personality and Social Psychology, 75, 989-1015.
Glebbeek, A. C., & Bax, E. H. (2004). Is high employee turnover really harmful? An empirical test using company records. Academy of Management Journal, 47, 277-286.
Goldberg, L. R. (1999). A broad-bandwidth, public-domain, personality inventory measuring the lower-level facets of several five-factor models. In I. Mervielde, I. Deary, F. De Fruyt, and F. Ostendorf(Eds.), Personality psychology in Europe, 7. Tilburg University Press: The Netherlands.
Goleman, D. (1995). Emotional Intelligence. Bantom Books, New York, NY.
Grandey, A. A. (2000). Emotional regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5, 95-110.
Griffeth, R. W., Hom, P. W., & Gaertner, S. (2000). A meta-analysis of antecedents and correlates of employee turnover: Update, moderator tests, and research implications for the next millennium. Journal of Management, 26, 463-488.
Higgs, M. (2004). A study of the relationship between emotional intelligence and performance in UK call centres. Journal of Managerial Psychology, 19, 442-454.
Hochschild, A. R. (1983). The Managed Heart. Berkeley. CA: University of California Press.
Jacobs, C., & Roodt, G. (2011). A human capital predictive model for agent performance in contact centres. SA Journal of Industrial Psychology, 37(1), 01-19.
Janovics, J., & Christiansen, N. D. (2002). Emotional intelligence in the workplace. Paper presented at the 16th Annual Conference of the Society of Industrial and Organizational Psychology, San Diego, CA.
Joseph, D. L., & Newman, D. A. (2010). Emotional intelligence: An integrative meta- analysis and cascading model. Journal of Applied Psychology, 95(1), 54.
Kacmar, K. M., Andrews, M. C., Van Rooy, D. L., Steilberg, R. C., & Cerrone, S. (2006). Sure everyone can be replaced… but at what cost? Turnover as a predictor of unit-level performance. Academy of Management Journal, 49(1), 133-144.
Kafetsios, K., & Zampetakis, L. A. (2008). Emotional intelligence and job satisfaction: Testing the mediatory role of positive and negative affect at work. Personality and Individual Differences, 44(3), 712-722.
Lopes, P. N., Salovey, P., & Straus, R. (2003). Emotional intelligence, personality, and the perceived quality of social relationships. Personality and individual Differences, 35(3), 641-658.
Law, K. S., Wong, C. S., & Song, L. J. (2004). The construct and criterion validity of emotional intelligence and its potential utility for management studies. Journal of Applied Psychology, 89(3), 483.
Lin, S. C., & Chang, J. N. (2005). Goal orientation and organizational commitment as explanatory factors of employees' mobility. Personnel Review, 34(3), 331-353.
Mayer, J. D., Salovey, P. (1997). What is emotional intelligence? In P. Salovey, & D. Sluyter (Eds.), Emotional development and emotional intelligence: Educational implications (pp. 3-34). New York: Basic Books.
McCulloch, M. C., & Turban, D. B. (2007). Using Person–Organization Fit to Select Employees for High‐Turnover Jobs. International Journal of Selection and Assessment, 15(1), 63-71.
McElroy, J. C., Morrow, P. C., & Rude, S. N. (2001). Turnover and organizational performance: A comparative analysis of the effects of voluntary, involuntary, and reduction-in-force turnover. Journal of Applied Psychology, 86, 1294-1299.
Morrell, K. M., Loan-Clarke, J., & Wilkinson, A. J. (2004). Organisational change and employee turnover. Personnel Review, 33, 161-173.
Morris, J. A., & Feldman, D. C. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of Management Review, 21, 986-1010.
Morita, J. G., Lee, T. W., & Mowday, R. T. (1989). Introducing survival analysis to organizational researchers: A selected application to turnover research. Journal of Applied Psychology, 74(2), 280.
Morita, J. G., Lee, T. W., & Mowday, R. T. (1993). The regression-analog to survival analysis: A selected application to turnover research. Academy of Management Journal, 36(6), 1430-1464.
Nikolaou, I. & Tsaousis. I. (2002), Emotional intelligence in the workplace: Exploring its effects on occupational stress and organizational commitment, International Journal of Organizational Analysis, 10, 327-342.
Schalk, R., & Van Rijckevorsel, A. (2007). Factors influencing absenteeism and intention to leave in a call centre. New Technology, Work and Employment, 22(3), 260-274.
Shaw, J. D., Gupta, N., & Delery, J. E. (2005). Alternative conceptualizations of the relationship between voluntary turnover and organizational performance. Academy of Management Journal, 48, 50-68.
Spencer, L. M., Jr., & Spencer, S. (1993). Competence at work: Models for superior performance. New York: John Wiley and Sons.
Spencer, L. M. Jr., McClelland, D. C., & Kelner, S. (1997). Competency assessment methods: History and state of the art. Boston: Hay/McBer.
Tett, R. P., & Meyer, J. P. (1993). Job satisfaction, organizational commitment, turnover intention, and turnover: path analyses based on meta‐analytic findings. Personnel Psychology, 46, 259-293.
Trevor, C. O., & Nyberg, A. J. (2008). Keeping your headcount when all about you are losing theirs: Downsizing, voluntary turnover rates, and the moderating role of HR practices. Academy of Management Journal, 51, 259-276.
Van der Zee, K., Thijs, M., & Schakel, L. (2002). The relationship of emotional intelligence with academic intelligence and the Big Five. European Journal of Personality, 16, 103-125.
Van Rooy, D. L., & Viswesvaran, C. (2004). Emotional intelligence: A meta-analytic investigation of predictive validity and nomological net. Journal of Vocational Behavior, 65, 71-95.
Wong, C. S., & Law, K. S. (2002). The effects of leader and follower emotional intelligence on performance and attitude: An exploratory study. Leadership Quarterly, 13, 243-274.
Zhou, J. & George, J. M. (2003), Awakening employee creativity: The role of leader emotional intelligence, Leadership Quarterly, 14, 545-568.
