• Title, Summary, Keyword: 감정노동

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Effect of Emotional Labor on Service Commitment and Customer Orientation among Hotel Employees -moderating effect of supervisor's emotional intelligence- (호텔종사자의 감성노동이 서비스몰입 및 고객지향성에 미치는 영향 -상사의 감성지능의 조절효과-)

  • Ko, Seon-Hee;Park, Eun-Suk
    • The Journal of the Korea Contents Association
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    • v.13 no.12
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    • pp.470-483
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    • 2013
  • The purpose of this study is to examine the relationship among the emotional labor, service commitment and customer orientation in hotel service context. Moreover, this study was designed to test the moderating effect of supervisor's emotional intelligence to provide fundamental and practical data for hotel industry. In this study, 4 hypotheses based on literature reviews were employed. A questionnaire was also developed based on previous studies. A convenience sample of 318 hotel employees was surveyed and a total of 297 usable questionnaires were analyzed. Then the data and hypotheses were examined using multiple regression analysis using SPSS 18.0. The results are as follows. Firstly, emotional labor was divided into 'emotional dissonance', 'emotional frequency', 'emotional diversity' and 'emotional intensity' according to the literature review. Analysis showed that emotional labor has partial effects on service commitment accordingly. Secondly, service commitment has positive effect on customer orientation. Thirdly, emotional labor has partial effects on customer orientation. Lastly, supervisor's emotional intelligence has partial moderating effects between emotional labor and customer orientation. Continuous and systematic training should be conducted to administer 'emotional labor'.

A Study on the Effects of Communication Using Facebook on Organization Culture and Emotional Labor : Focusing on K Quasi Non-Governmental Organization (페이스북을 활용한 조직 내 소통이 조직문화와 감정노동에 미치는 영향에 관한 연구 : K기관 사례를 중심으로)

  • Kim, Myong Ok;Lee, Mi Sun
    • The Journal of Society for e-Business Studies
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    • v.18 no.2
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    • pp.131-152
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    • 2013
  • The purpose of this study is to investigate the effects of communication using Facebook on perceived organization culture and emotional labor perceived by members. Data were collected from 101 office workers for a quasi-governmental organization located in Seoul. The findings of this study can be summarized as follows: the usage of Facebook as a communication tool within an organization had positive effects on the clan culture, adhocracy culture, hierarchy culture, and market culture. Also it had positive effects on frequency and variety of emotional display. This is the first empirical study focused on the emotional labor for office workers, and the findings of this study will provide an insight to design and develop an efficient communication method within organization.

A Convergence Study on the Structural Relationships among Emotional Labor and Work Performance of Information Security Professionals (정보보안 종사자의 감정노동과 업무성과 간의 구조적 관계에 대한 융합연구)

  • Lee, Hang;Kim, Joon-Hwan
    • Journal of the Korea Convergence Society
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    • v.9 no.1
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    • pp.67-74
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    • 2018
  • The purpose of this study was to analyze the structural relationship among emotional labor and work performance of information security professionals. To this end, we conducted a questionnaire survey on 176 security workers and analyzed the collected data using structural equation modeling (SEM). It was found that the frequency of emotional display was positively related to deep acting and surface acting. Also, the intensity and variety of emotional display was positively related to deep acting and surface acting. In addition, deep acting had a positive relationship with work performance and surface acting had an significantly positive relationship with work performance. The results of this study are meaningful to understand the influence of the emotional aspect of security workers on work performance. Therefore, the overall findings suggest that the training programs and education for the improvement of emotional labor capacity of deep acting are continuously required.

A Study on the Emotional Labor of Sales Workers at Department Stores (백화점 판매사원의 감정노동에 관한 연구)

  • Bae, Jun-Chul;Kim, Pan-Jin
    • Journal of Distribution Science
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    • v.9 no.4
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    • pp.75-82
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    • 2011
  • Along with economic development, the service industry is growing as days go by. Therefore, companies should maximize customer satisfaction through continuous changes by providing services which are suitable for customer needs. The general service industry has a decisive effect on the rate of growth and profitability of a superior business. Therefore, many companies try to provide the best customer service to increase profitability. Because service to a customer is delivered through interactions with the employee, the employee's attitude has a strong influence on the customer's satisfaction level. For these, most service industries are required to provide new types of labor. It is often referred to 'Emotional Labor', and that is different from physical and mental labor. Service providers always provide a service for the customers with a smile, even though they conceal their emotions. The Purpose of this study is to identify theologically the fact of that Sales Workers at Department Stores emotional labor, according to the economization of service, has become to decide the predominance of competition among companies and represents the quality of service ; to confirm that their emotion management is a crucial part of the work; to identify the correlation among job stress and job satisfaction which are experienced in the process of performing display rules required by organization. To practice them, this study deals with the theological consideration of the emotional labor, job stress and job satisfaction. This study proceeded to evaluate how the emotional labor of sales workers at department stores effected on their job stress and satisfaction. The result of this study will be summarized below. First of all, the frequency of emotional display and attentiveness required to display emotions both have a similar effect on the level of job stress. In the case of the emotional dissonance, there isn't a great amount of proof that it effects the job stress. That shows us that the aspect of the latter, they express the feelings on their daily lives less than the former by the public awareness and gaze. so, once they could accept the latter, the effect on the job stress would be vanished. Second, a study was performed to figure out the effect of emotional labor on job stress. As a result, none of them make negative effects on the job satisfaction but the attentiveness to required display rules even have positive effects on it. that means the emotional labor has an indirect effect on the job satisfaction through some intermediation stuff. Third, the role conflict of job stress factors has a negative effect on job satisfaction, Although role ambiguity has a negative effect on that as well, I couldn't find appropriate proof for that. As far as I figured out, job stress can only increase job dissatisfaction. In other hands, the sales workers would have tendencies to have more motivation to work hard rather than reveal their job stress and complain about work. Finally, emotional laborers always work close to job stress. This can maximize service for the customers, but it increases stress of the laborers providing services at the same time. Then, they can not provide high quality service. It is no doubt that we need to begin managing it systematically. In conclusion, the work satisfaction of the sales workers is connected to the service quality for the customers directly.

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The Mediating Effects of Social Support on the Relation between Emotional Labor and Organizational Commitment of Franchise Food Service Industry Employees (프랜차이즈 외식업체 종사자의 감정노동과 조직몰입 관계에서 사회적지지의 매개효과 분석)

  • Choi, Tae-Sun
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.19 no.10
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    • pp.444-455
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    • 2018
  • This empirical study examined the relationships among emotional labor, social support, and organizational commitment of franchise food service industry employees, and analyzed the mediating effects of social support from the fellow and director on the relationship between emotional labor and organizational commitment. A total of 268 employees in the franchise food service industry, such as fast food, chicken, and coffee in Seoul, were analyzed by frequency analysis, reliability analysis, correlation analysis, confirmatory factor analysis, and structural equation model analysis using the SPSS Program. The results of verifying the research hypotheses could be summarized as follows. First, the surface emotional labor of franchise food service industry employees had negative effects on the organizational commitment. Deep emotional labor had significant positive effects on the organizational commitment, and fellow and director support had significant positive effects on the organizational commitment. Second, the social support from the fellow and director had partially mediating effects on the relationship between emotional labor and organizational commitment. This suggests that emotional labor and social support play essential roles in enhancing the organizational commitment of franchise food service industry employees.

A Study on the Level of Emotional Labor among Opticians in Incheon (인천지역 안경사의 감정노동 수준에 대한 연구)

  • Kim, Ki-Sung;Kim, Sun-Kyung;Son, Mi-A;Choi, Hong-Gab;Jin, Seung-Un;Kim, Hyo-Jin
    • The Korean Journal of Vision Science
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    • v.19 no.3
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    • pp.217-228
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    • 2017
  • Purpose: The objective of this study was to evaluate the level of emotional labor in opticians in order to provide basic data. Methods: Survey of 80 questionnaires was carried out by opticians in Incheon. The questionnaire for emotional labor proposed by Morris and Feldman and translated by Min-Ju Kim was modified for opticians. Results: The mean level of emotional labor in opticians was $3.24{\pm}0.55$ points. The level was similar to that of nurses($3.37{\pm}0.56$) and dental hygienists($3.28{\pm}0.56$) who belong to health service. However, it was relatively higher than that of life instructors($.72{\pm}0.55$) and bus drivers($3.03{\pm}0.78$), and was relatively lower than that of call center employees($3.42{\pm}0.62$) and hotel workers ($3.60{\pm}0.99$). Labor point of its sub-criteria, frequency of emotional expression, attention of emotional expression norms and disharmony of emotion was $3.64{\pm}0.63$, $3.11{\pm}0.59$ and $2.98{\pm}0.70$, respectively. It was shown that average working time per week of the participants was $65.6{\pm}9.6$ hours, and the daily working hours of less than 10 hours and more than 10 hours were $2.94{\pm}0.42$ and $3.34{\pm}0.55$(p=0.005), respectively. In addition, there was a significant difference between less than 5 days($2.99{\pm}0.54$) and more than 5 days($3.31{\pm}0.53$) according to weekly working days(p=0.032). Conclusion: Opticians who works more than 10 hours per day (compared to less than 10 hours) showed higher level of emotional labor. Therefore, further study would be necessary to find out factors affecting emotional labor to improve their working conditions, and to reduce emotional labor.

Factors That Affect the Level of Emotional Labor in Dental Hygienists (치과위생사의 감정노동 영향요인 연구)

  • Choi, Hye-Jeong;Bang, Hyo-Jung;Chung, Eun-Young;Seo, Young-Jun
    • Journal of dental hygiene science
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    • v.14 no.3
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    • pp.295-301
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    • 2014
  • This research purports to find out the factors that affect the level of emotional labor in dental hygienists. Data were collected from 204 dental hygienists working at 5 university hospitals and 55 dental clinics through self-administered questionnaire, and analyzed by statistical analysis using t-test, ANOVA, and regression analysis. The main findings of the study are as follows: First, the higher the educational level of dental hygienists, and the bigger the size of dental institutions they work, the higher the level of emotional labor of dental hygienists. Second, patient and environmental factors were found to have significant effects on the level of emotional labor. The above results imply that managers should try to make the workplace better environment which can secure appropriate workload and rewards, and support for work related education programs etc. It is also needed to educate the patients in order to prevent unnecessary conflicts between the patients and dental hygienists.

Effect of KORAIL Tour Conductors' Emotional Labor on Customer Orientation: Moderating Effect of Perceived Organizational Support (철도여행인솔자의 감정노동이 고객지향성에 미치는 영향 - 조직지원인식의 조절효과 -)

  • Hur, Chan-Young;Kim, Tae-Seong
    • Journal of the Korean Society for Railway
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    • v.17 no.4
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    • pp.289-296
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    • 2014
  • This study analyzes, based on survey of the behavior of 288 railroad tour conductors. how deep acting and surface acting, which were both classified as emotional labor, influence customer orientation. It also analyzes the moderating effect of POS (perceived organizational support) on emotional labor and customer orientation. The following are the summarized results of the analysis. First, railroad tour conductors' deep acting has a positive influence on customer orientation. And surface acting has a negative effect on it. Second, after the moderating effect of POS has been studied, it is found that POS does not appear to have a moderating effect on customer orientation of deep acting but does appear to have a moderating effect on customer orientation of surface acting. In conclusion, this study implies that it is important, to railroad tour conductors, that organizational level support enhance customer orientation; it is also important to manage railroad tour conductors' emotions in order to enhance customer orientation.

The Influence of Emotional Labor of General Hospital Nurses on Turnover Intention: Mediating Effect of Nursing Organizational Culture (종합병원 간호사의 감정노동이 이직의도에 미치는 영향: 간호조직문화의 매개효과)

  • Oh, Keum-Ja;Kim, Eun-Young
    • Journal of Digital Convergence
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    • v.16 no.5
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    • pp.317-327
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    • 2018
  • The purpose of this study is to understand the mediating effect of nursing organization culture in the process of emotional labor of nurses to turnover intention. The subjects were 363 nurses working at general hospitals at G city and analyzed using SPSS 21.0 from October 17, 2017 to October 31, 2017. As a result of research, relationship-oriented culture and innovation-oriented culture partially mediated the relationship between emotional labor frequency and turnover intention in relation to emotional labor and turnover intention. The results of this study show that the importance of nursing organizational culture to improve the organization's smooth relationship and cohesion can be lowered by creating a positive correlation with desirable emotional expression. Therefore, it is necessary to develop an organizational culture by applying educational programs to reduce the turnover rate of new nurses and career programs for career nurses.

The Effect of Emotional Labor and Emotional Dissonance on Burnout and Turnover Intention for the Hotel's Employee (호텔종사원의 감정노동에 따른 감정부조화가 소진 및 이직의도에 미치는 영향)

  • Ahn, Dae-Hee;Park, Jong-Chul
    • The Journal of the Korea Contents Association
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    • v.9 no.9
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    • pp.335-345
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    • 2009
  • This paper is 1) to find out what make cause in the emotional labor and emotional dissonance on hotel employee, 2) to investigate relationship between burnout and turnover intention on the personal character, 3) finally to suggest strategical implications for hotel management decision-maker. The questionnaires are distributed 400 on hotel employees, then used for data analysis 351. The results are as followed. First, the higher surface acting, deep acting, and emotional deviance in the emotional labor, the higher emotional dissonance. But the higher expression of natural emotions, it was showed lowly in the emotional dissonance. Second, the higher emotional dissonance, it was revealed highly burnout and turnover intention.