• Title, Summary, Keyword: 감정노동

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A Study on the Emotional Labor of Agents in Customer Center (고객센터 상담사의 감정노동에 관한 연구)

  • Kim, Hee-Jung;Park, Deuk;Bok, Mi-Jung
    • Proceedings of the Korean Society of Computer Information Conference
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    • pp.177-180
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    • 2014
  • 서비스 산업의 급격한 발전과 더불어 최상의 서비스를 제공하기 위한 기업 간의 서비스 경쟁 심화와 고객의 욕구변화에 의해 여러 직종에서 근로자들에게 감정노동을 요구하고 있다. 감정노동은 실제 자신이 느끼는 감정과는 상관없이 직무를 행해야 하는 감정적 노동으로 은행원, 승무원, 상담원 등이 대표적인 종사자로 알려져 있다. 감정노동은 이러한 서비스업에 국한되지 않고 교사 등 사람과 대면하는 모든 부류에 포함된다고 하여도 과언이 아니다. 감정노동은 지극히 주관적이고 개인적인 경험인 '감정'에 의해 행해지는 직무 활동으로 개개인의 특성에 따라 감정노동의 정도도 다를 것이다. 이에 본 연구에서는 고객센터 상담사들을 대상으로 인구통계적 특성에 따른 집단간에 감정노동의 차이가 있는지를 살펴보고자 한다.

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Relationship among Emotional Labor, Emotional Leadership and Burnout in Emergency Room Nurses - Comparison of employee-focused emotional labor and job-focused emotional labor - (응급실 간호사의 감정노동과 감성리더십, 소진의 관계 -직원중심 감정노동과 직무중심 감정노동 비교-)

  • Eo, Yong-Sook;Kim, Myo-Sung
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.18 no.9
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    • pp.136-145
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    • 2017
  • This study aimed to identify the relationship among employee-focused and job-focused emotional labor, emotional leadership, and burnout among emergency room nurses. Data were collected from 168 emergency nurses working at general hospitals in one metropolitan city and analyzed by descriptive statistics, t-test, ANOVA, and Pearson's correlation coefficient using the SPSS/WIN program. According to the results, the mean scores of the employee-focused emotional labor scale were 3.51 points for superficial acting and 3.26 for deep acting. The mean score of the job-focused scale was 3.73 for frequency of emotional surface, 3.36 for duration of interpersonal interactions, and 3.46 for variety of emotional expressions. The mean score of the emotional leadership scale was 3.57, and the mean scores of the burnout were 4.59 for emotional exhaustion, 4.13 for depersonalization, and 3.60 for diminished personal accomplishment. Job-focused emotional labor scores were higher than employee-focused scores. Superficial acting and frequency of interactions in emotional labor were the most frequently performed by emergency nurses. Employee-focused and job-focused emotional labor showed a significantly partial correlation with emotional leadership and burnout. Based on the results, future research needs to develop effective strategies for managing emotional labor and burnout of nurses working in emergency rooms.

The Effect of Emotional Labor on Psychological Burnout (감정노동이 심리적 소진에 미치는 영향)

  • Bok, Mi-Jung
    • Proceedings of the Korean Society of Computer Information Conference
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    • pp.141-142
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    • 2016
  • 본 연구에서는 자동차보험 회사의 고객센터 상담사를 대상으로 감정노동과 심리적 소진의 관계를 분석하였다. 그 결과 첫째, 고객센터 상담사들은 감정노동의 표면화 행위보다는 내면화 행위에 대한 스트레스가 더 높은 것으로 나타났다. 둘째, 심리적 소진은 개인의 특성에 따라 차이를 보였다. 정서적 고갈은 여성 상담사일수록, 개인적 성취감 결여는 고졸일수록, 1일 전화응대시간이 8시간 초과할수록, 월평균가계소득이 낮을수록 더욱 높아지는 것으로 밝혀졌다. 셋째, 상담사의 개인특성과 감정노동이 심리적 소진에 미치는 영향력을 알아본 결과, 감정노동의 표면화 행위가 높을수록 정서적 고갈을 증가시켰고, 월평균 가계소득이 높을수록 정서적 고갈을 감소시켰다. 개인적 성취감 결여는 감정노동의 표면화 행위가 높을수록, 1일 전화 응대시간이 많을수록, 높아지는 경향을 보였으며, 월평균 가계소득이 높을수록, 감정노동의 내면화 행위가 많을수록 개인적 성취감 결여는 감소되는 것으로 밝혀졌다.

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An Analysis on Research Trends of Emotional Labor in Business Research and Future Research Directions (경영학 분야의 감정노동 연구동향 분석과 향후 연구방향)

  • Lee, Hang;Kim, Joon-Hwan
    • Journal of Digital Convergence
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    • v.17 no.5
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    • pp.65-75
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    • 2019
  • While the quantitative results of research on emotional labor that has been studied in Korea has never been minimal, most of the researches that have been conducted are limited to generalization by empirical analysis studies limited to single industry cases. A more integrated approach is needed in addition to quantitative research methods in order to research results that can be generalized when the importance and interest in emotional labor is increasing. Therefore, this study analyzed in-depth 112 articles published in the field of management in Korea, which were searched under the keyword emotional labor, using KCI from 2008 to 2018. To this end, the research trends of emotional labor, such as the concept, and the method of analysis, were reviewed from various aspects and presented future research directions. This research result attempted to contribute not only to academic contribution to emotional labor but also to the expansion or integration of the application area to the internal mechanisms of emotional labor.

Relations between Emotional Labor and Sleep Health according to the Personality Types of Dental Hygienists (일부지역 치과위생사의 성격유형에 따른 감정노동과 수면건강과의 관계)

  • Yoon, Song-Uk;Nam, In-Suk
    • Journal of dental hygiene science
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    • v.11 no.3
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    • pp.243-249
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    • 2011
  • Under the goal of investigating relations between emotional labor and sleep health according to the personality types of dental hygienists, who provide high quality medical service at dental clinics, this study surveyed 220 dental hygienists in Gumi city from July 2 to 21, 2010. The surveyed dental hygienists scored average 2.75 in emotional labor, which means their emotional labor was higher than average. Their emotional labor was in statistically significant relations with such general characteristics as educational background, place of work, salary, and drinking(p<0.05). The means of their emotional labor in six items were analyzed according to the personality types. As a result, personality type A had higher means in emotional labor than personality type B with statistical significance(p<0.05). The more stress they had from emotional labor, the worse their sleep health became. As for the relations between emotional labor and sleep health according to the personality types, the bad sleep health group accounted for 88.1% and recorded 2.85 mean scores in emotional labor, which was statistically significant(p<0.05), in personality type A. The regression analysis results of emotional labor in personality type A and sleep health indicate that the more emotional labor in personality type A they had, the worse their sleep health became. As for causality between personality type A and emotional labor, "difficulty with sleeping," "a feeling of lack of sleep when waking up," and "taking sleeping pills" had significant influences on the emotional labor of personality type A. Dental hygienist who owns the characteristics of personality type A, the more emotional labor, emotional stress of personality type A labor is high and unhealthy sleep affects the results were derived.

Secondary School Science Teachers' Emotional Display Rules and Emotional Labor Types (중등 과학교사의 감정표현규칙과 감정노동 유형)

  • Kim, Heekyong
    • Journal of The Korean Association For Science Education
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    • v.37 no.4
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    • pp.705-717
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    • 2017
  • The purpose of the study is to explore secondary science teachers' emotional display rules, types of emotional labor, science-specific emotional display rules and the episodes of emotional labor. For this purpose, the survey to measure emotional labor of science teachers (The Emotional Labor of Science Teaching Scale: TELSTS) was developed and the participants were 145 secondary science teachers in Korea. Results showed that first, secondary science teachers recognized the emotional display rules defined by their schools, especially, positive display rules. Second, secondary science teachers showed that they were carrying out emotional labor in order to keep their emotional display rules in check. The mean value of responses to deep acting was high. Also, there were statistically significant differences in emotional labor depending on whether they were full-time or part-time teachers and their teaching career. Third, as a result of analyzing the specificity of science teachers, it was mainly related to the objective and logical image of science, and experimental instruction. Seventy-four percent (74%) of responses were negative or neutral emotional display rules. Finally, implications for science education are discussed.

Convergent relationship between emotional labor, burnout, Job satisfaction and turnover intention in the dental hygienists (일부 치과위생사들의 감정노동, 소진, 직무만족 및 이직의도의 융합 연구)

  • Kang, Mi-Hyun;Jang, Sun-Ju
    • Journal of the Korea Convergence Society
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    • v.8 no.8
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    • pp.95-103
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    • 2017
  • The purpose of this study is to analyze the changes in job satisfaction and turnover intention according to the level of Emotional labor and the mediating effect in dental hygienists. The survey was performed from April, 2016 to November, 2016 against 300 dental sanitarian working in Daejeon and Daegu district and a total of 292 people's data was made an object for final analysis. As a result of it, the emotional labor and exhaustion showed positive relationship and thus as the emotional labor is high, exhaustion was high(P<0.1), and the job satisfaction was negative and thus as the emotional labor is low, the job satisfaction was high(P<0.1) Also, the emotional labor in the turnover intention was positively related and thus as the emotional labor is high, the turnover intention was high(P<0.5). Thus, a scheme to lower the job stress and the exhaustion experience degree and increase the compensation and welfare benefits in order to solve the emotional labor of the dental sanitarian.

The Effect of Emotional Labor of Casino Dealers on Depression : Through a Moderated Mediation Model (카지노 딜러의 감정노동이 우울에 미치는 영향에 관한 연구: 조절된 매개모형을 중심으로)

  • Kim, Ji Young;Lee, Ji Hae
    • The Journal of the Korea Contents Association
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    • v.17 no.5
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    • pp.449-460
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    • 2017
  • This study examined the moderated mediation effect, consisting of the moderation effect of alexithymia and the mediation effect of hostility in the relationship between emotional labor and depression of casino dealers. A total of 160 casino dealers (56 males, 94 females) working in a foreigner exclusive casino in Seoul responded to a survey on emotional labor, alexithymia, hostility and depression. SPSS 22.0 Macro was used to verify the moderated mediation effect. First, the level of depression amplified as the emotional labor of casino dealers increased. Hostility had a significant partial-mediation effect on the relationship between emotional labor and depression. Second, the moderation effect of alexithymia was significant, indicating that the interaction effect of emotional labor and alexithymia as well as hostility and alexithymia predicted depression. Third, the moderated mediation effect of alexithymia was significant. Alexithymia moderated the influence of emotional labor on depression, which was mediated through hostility. Implications on how to assist casino dealers on emotional labor were discussed.

The Relationship Between Emotional Labor and Influence Factor in Dental Hygienist Who Work at Jeonla Provinces (전라남·북 지역에 근무하는 치과위생사의 감정노동과 관련요인)

  • Ahn, Kwon-Suk;Choi, Mi-Suk
    • Journal of dental hygiene science
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    • v.10 no.6
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    • pp.431-438
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    • 2010
  • This study was designed to identify the relationship between emotional labor and reaction factor(job satisfaction, fatigue), buffer factor(social support) among dental hygienist. The number of respondents was 50 who work in dental clinic and period of investigation was march 2010 through April 2010. A structured questionnaire was employed to evaluate the level of participants' sociodemographics, job-related factors, health-related behaviors, emotional labor and self-perceived fatigue, job satisfaction, social support. While the mean values of emotional labor were higher than thosewho work in hospital and lower than those who work in service employees. These results suggest that emotional labor was related to an increase in fatigue and strong correlation between involuntary emotional expression, self-perceived fatigue, job satisfaction, social support in dental hygienist. Multiple regression analysis has found that social support and no. of personnel were main factors that influence to the level of emotional labor in dental hygienist. The results of this study suggest that emotional labor was a determinant predictor of self perceived fatigue. Thus, a management program for emotional labor is strongly recommended for promotion of quality of life in dental hygienist and to improve dental service and competitiveness.

Impact on the Degree of Labor turnover of Professional Self-concept and Emotional labor: A Case of Female Children's Hospital Nurses (전문직 자아개념과 감정노동의 이직의도에 미치는 영향: 여성아동병원 간호사 사례를 중심으로)

  • Shin, Seon-Hui;Choi, Hyul-Ra;Kim, Seon-Myung
    • The Journal of the Korea Contents Association
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    • v.16 no.5
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    • pp.375-383
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    • 2016
  • The purpose of this study is to consider the impact on the degree of turnover of the professional self-concept and the emotional labor. This study were subjected to empirical analysis on female children's hospital nurses. The results of the analysis, only emotional labor and task satisfaction among the components of the professional self-concept became statistically significant results. The relationship between professional pride and task satisfaction have a significant effect on turnover. The relationship only of surface acting and turnover between those of emotional labor and turnover became significant. Based on the research results, it should be preferred to nurse specialists in the women's hospital, in order to lower the turnover of nurses. Management strategies of the organization should be sought to improve operational feeling of satisfaction, and Also the approach should be applied to ease the negativity of surface acting.