• Title, Summary, Keyword: 감정노동자

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Emotional Labor and Human Rights Protection in the case of airlines (감정노동과 인권보호 - 항공사를 중심으로)

  • Shin, Dong Chun
    • The Korean Journal of Air & Space Law and Policy
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    • v.29 no.2
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    • pp.87-108
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    • 2014
  • Recent examples of abuse by black consumers (including air travellers) against emotional laborers have become a serious social issue in Korea in that they are likely to violate human rights of those laborers. Emotional labor is a form of emotion regulation that creates a publicly visible facial and bodily display, and also emotional management within the workforce that creates a situation in which the emotion management by workers can be exchanged in the marketplace. Example professions that require emotional labor are: nurses, doctors, waiting staff, and television actors. However, as the economy moves from a manufacturing to a service-based economy, many more workers in a variety of occupational fields are expected to manage their emotions according to employer demands when compared to the past. One of symptoms deriving from emotional labor is smile mask syndrome abbreviated SMS, which is a psychological disorder proposed by professor Makoto Natsume where subjects develop depression and physical illness as a result of prolonged, unnatural smiling. And higher degree of using emotion regulation on the job is related to higher levels of employees' emotional exhaustion, and lower levels of employees' job satisfaction. In most part, emotional laborers are more abused and hurt by so called black consumers who are raising complaints relating to products and services purchased against service providers for the purpose of maliciously getting compensation. Against this background, the Korean Government abolished "the Consumer Protection Act" and instead promulgated "the Basic Consumer Act" in September 2006 which stipulates that consumers are expected to have protection as well as responsibility and duty. The Aviation Security Act cites the examples of prohibited behaviors (unruly passengers) while they are travelling. In addition, human rights of emotional laborers could be more protected by the enhancement of etiquettes and cavalry and improvement of culture and working environment.

The mediating effect between the degree to provide emotional labor and personal relationship in the intent to stay for Care worker (돌봄 여성노동자의 감정노동수행정도와 직무지속의사와의 관계에 있어 대인관계의 매개효과)

  • Ji, Eun Gu;Kim, Min Ju;Lee, Won Ju
    • 한국사회정책
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    • v.20 no.3
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    • pp.141-170
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    • 2013
  • The purpose of this study is to find out the relationship among the degree to provide emotional labor, personal relationship and the intent to stay of female care service workers. Specifically, this study focuses on the mediating effect of the personal relationship (client and agency relation). The path analysis and structural equation modeling analysis were performed on the collected data using SPSS18.0. and AMOS 8.0. And Sobel test conducted for examine the mediating effect. The results are the followings. First, the result of the analysis showed that agency relationship was an indirect factor as the partial mediating effect on relationship between the degree to provide emotional labor and the intent to stay for the care women workers. The result suggests that education utilizing various techniques and strategies to overcome the difficulty accompanied by emotional labor such as communication education and the government try to effort managing and controlling the agency which impact on the labor condition of care workers. Second, the government also tries to provide the trust and collaboration network system which construct a good relationship between the care worker and the agency.

The Mediation Effect of the Interpersonal Relationship Between Attachment and Ambivalence emotion of Emotional Workers (감정노동자의 애착과 정서표현 양가성 관계에서 대인관계문제의 매개효과)

  • Kang, Seong-Ju
    • Journal of Digital Convergence
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    • v.17 no.11
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    • pp.137-147
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    • 2019
  • We identified the mediating role of interpersonal issues in the relationship between adult attachment type and emotional expression ambivalence. The subjects of the study were 327 emotional workers who lived in five cities. As the scale, ECR-R, AEQ-K, and IIP were used. Sobel verification was performed after multiple regression analysis. The results show that the interpersonal problem partially mediates between the attachment and emotional expression ambivalence. This suggests that the characteristics of interpersonal relationships affect emotional emotions in forming close attachment relationships of emotional workers. Subsequent research will expand the scope of research by supplementing the shortcomings of existing research.

A Study on the Determinants of Employees' Turnover Intention of Emotion Workers -Focused the large accommodation services on the Gangwon Province- (감정노동자의 이직의도 결정요인에 관한 연구 -강원지역 대형숙박서비스업을 중심으로-)

  • Lee, Deok-Soo
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.17 no.7
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    • pp.154-164
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    • 2016
  • This study analyzed the determinants of the turnover intention of emotion workers and recent social issues. In particular, this study examined whether the factors that determine the turnover intention affect the quality of service. The job characteristics of emotion workers were set up as an independent variable, and the job environment, organizational culture, such as emotional labor and how it affects the workers' behavior were investigated. How the independent variables influence the turnover of workers was investigated to mediate the emotional job satisfaction. The subjects were primarily targeted by the emotions of the workers engaged in large service accommodation, Kangwon. Among the environmental factors, the job characteristics and job duties are diverse factors and internal and external factors that can affect the compensation turnover intentions. Organizational culture as a factor was the human resources culture, open culture systems, and the hierarchical cultural factors affecting turnover intention. Among the emotional labor practices that also affects the surface of conduct, sincere acts influence the turnover intention. In addition, a one hypothesis testing job satisfaction was mediated by several factors with an impact, such as job diversity. Future empirical research should examined whether temporary full-time is an independent variable factor that can achieve a more fruitful conclusion.

훈자계곡의 부슈라, 탁실라에서 만난 샤니의 아내 한국이 반가운 파키스탄 - 외국인 노동자 가족들

  • 대한가족보건복지협회
    • 가정의 벗
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    • v.37 no.8
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    • pp.14-15
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    • 2004
  • 파키스탄에서 한국이 반가운 사람들을 만났다. 바로 외국인 노동자의 가족들이었다. 두 시간 넘게 자갈길 부슈라에서 만난 소녀, 8년동안 한국에서 일했다는 샤니 부부, 한국의 시골에서 본 듯한 우리 여성들처럼 그들에게서 따뜻한 감정을 느꼈다.

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The Effect of Workers's Burnout Resilience on Burnout in Community Welfare Centers for the Elderly (소진탄력성이 노인복지관종사자들의 소진에 미치는 영향)

  • Kim, Nam-Sook
    • Journal of Digital Convergence
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    • v.12 no.7
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    • pp.401-409
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    • 2014
  • The purpose of this study is to suggest some implications for prevention and manage burnout of workers in community welfare centers for the elderly. To conduct this purpose, this study examine how much effect burnout risk, burnout resilience and burnout are they have, it will explain whether resilience works to mediate between burnout risk and burnout. The result of analysis on the study as follow: 1) burnout risk has positive(+) effects on burnout 2) burnout risk has negative(-) effects on burnout resilience 3) burnout resilience has negative (-) effects on burnout. These results were based on some suggestions.

Williams' "Structure of Feeling" and Theories on the Working Class: Examination of a Theoretical Framework for a "Class-Oriented" Labor Movement in Contemporary Japan (윌리엄즈의 '감정구조' 개념과 계급에 대한 제(諸) 개념들의 검토: 현대 일본의 '계급지향적' 노동운동을 위한 이론적 틀 고찰)

  • Jung, You-Jung
    • The Journal of the Korea Contents Association
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    • v.17 no.8
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    • pp.130-143
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    • 2017
  • This study examines the theoretical framework of "B" local union, which conducts "class-oriented" labor movements in contemporary Japan. "Class-oriented" labor movements are active, while they have been residual on the margins of Japanese society and the country's labor movement situation. This research examines a theoretical framework for "class-oriented" labor movements and investigates Williams' "structure of feeling." First, the "structure of feeling" concept is examined. Second, the study compares several theories on the working class of Marxism and alternative subjects of "linguistic turn." Third, this study redefines the "structure of feeling" in terms of the case of "B" local union. The results show that "collective workers-individualize workers" and "workers-non-workers" of "B" local union establish their own labor movements on the material or immaterial space and consider their "structure of feeling" as the "negotiation and contradiction on the class-orientation." Consequently, this study offers a model of their "structure of feeling."

The Effects of the Negative Affectivity of Emotional Laborers on Their Emotional Exhaustion: Situational Characteristics Moderating the Mediation Effect of Emotion Regulation (감정노동자들의 부정적 정서가 정서소진에 미치는 영향: 정서조절의 매개효과를 조절하는 상황 요인 검증)

  • Han, Kyueun;Kim, Min Young
    • Science of Emotion and Sensibility
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    • v.22 no.4
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    • pp.45-56
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    • 2019
  • The regulation of emotion is known to mediate the relationship between emotion-relevant differences in individuals and their life outcomes. This study attempted to include a situational factor in addition to the mediation model and investigated whether this conditional component changed the patterns of indirect effects. The researchers recruited 180 emotional laborers working in diverse domains and used a questionnaire to ascertain their negative affectivity, cognitive reappraisal, emotional exhaustion, and the intensity of negative comments they usually received from customers. The results of the conditional indirect effect analysis revealed the positive indirect influence of negative affectivity on emotional exhaustion through cognitive reappraisal when emotional labors receive highly negative comments from customers (high intensity of the situation). Similarly, negative indirect effects were found when emotional labors receive slightly negative comments from customers (low intensity of the situation). The outcomes of this study suggest that cognitive reappraisal can mediate to decrease emotional exhaustion in contexts that arouse more intensive negative emotions; it can also mediate to increase emotional exhaustion in contexts that arouse less intensive negative emotions. The implications of this study include the importance of integrating individual differences with situational factors. The study also provides information about the distinctiveness of groups of emotional laborers.

A Study on the Difference between Emotional Labor and Emotional Intelligence (감성지능과 감정노동은 어떻게 다를까?)

  • Choi, Joung-Im
    • Proceedings of the KAIS Fall Conference
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    • pp.406-410
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    • 2012
  • 최근 기업들의 고객만족은 단발성 고객 유치를 넘어 고객의 기업 충성도를 높이기 위한 '고객 감동 서비스'를 강조하고 있다. 이러한 모토 하에서 많은 기업들은 직원들의 친절 매뉴얼을 만들어 CS(Consumer Service) 근로자들의 서비스 교육을 강화하고 있다. 고객센터에 근무하는 근로자 및 텔레마케터 등으로 대표되는 서비스직 종사자들은 무조건적인 고객을 향한 친절은 물론이고 고객만족을 이끌어 내고 고객을 유치하기 위해 기업들은 근로자들에게 강제적 감정 표현을 강요하기에 이르렀다. 예를 들어 근로자가 실제 느끼는 감정과는 별도로 그 어떤 '진상 고객'을 만나더라도 웃음을 잃지 않고 화를 내지 않기를 교육받는 것이다. 이를 통한 감정노동과 감정지능에 대한 연구가 최근 들어 활발해 지고 있다. 사실 감정노동이라는 것 자체는 서비스산업이 발달하면서 나타나는 불가피한 현상이기는 하다. 서비스산업 노동 자체가 고객과의 대면 상황을 전제로 하기 때문이다. 그러나 자연스러운 수준에서 일어나는 감정 관리, 다분히 인간적인 수준에서의 표정 관리 이상을 서비스산업 노동자들이 강요받고 있다는 것이다. 또한 최근에는 조직구성원의 감성이 조직생활에 영향을 미침을 인식하게 되면서 조직 내의 감성에 대한 관심이 높아지고 있으며 사람, 돈, 정보 등의 물리적 자원 등과 같은 조직을 구성하는 핵심요소와 함께 지식과 감성과 같은 비가시적인 자원 또한 조직을 구성하는 중요한 요소라는 주장이 제기되었다. 본 연구에서는 서비스 산업의 주된 감정노동과 조직 내에서 중요한 요소로 자리를 잡아가고 있는 감성지능에 대한 개념과 정의를 제시하고 감정노동과 감성지능에 대한 차이점 및 직무스트레스에 주는 영향에 대하여 연구하고자 한다.

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