• Title, Summary, Keyword: 감정노동

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The effects of emotional labor and job burnout of the ski resort workers on service level (스키리조트 종사자의 감정노동과 직무소진이 서비스 제공수준에 미치는 영향)

  • Ryu, Won-Yong
    • Journal of Digital Convergence
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    • v.14 no.2
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    • pp.449-457
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    • 2016
  • The purpose of this study was empirically to reveal the effects of emotional labor and job burnout of the ski resort workers on service level. For the study, a survey of 215 people working in domestic ski resorts was conducted. Emotional labor was composed of two sub-factors: surface acting and deep acting. Service level was composed of three sub-factors: tangibles, responsiveness, endeavor. The following results were obtained by confirmatory factor analysis, reliability analysis, correlation analysis, regression analysis. First, in emotional labor which ski resort worker perceived, surface acting had a positive effect on job burnout, while deep acting had a negative effect on it. Second, surface acting had a positive effect on tangibles and responsiveness of service level and deep acting had a positive effect on tangibles, responsiveness and endeavor of service level. Third, job burnout which ski resort worker perceived had a negative effect on tangibles, responsiveness and endeavor of service level. This study suggested that implications and limitations of the relationship between outcomes and emotional labor which people working at sport organizations such as a ski resort have experienced.

The Relationships between Emotional Labour, Depressive Symptoms and Presenteeism among Counselors in Call Centers (콜센터 상담원들의 감정노동 및 우울과 프리젠티즘과의 관련성)

  • Baek, Jong-Tae;Cho, Young-Chae
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.16 no.6
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    • pp.4086-4097
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    • 2015
  • This study examined the level of an emotional labour, depressive symptoms, and presenteeism of counselors working in a call center depending on socio-demographic characteristics, health-related factors, and job-related factors. Especially, the main purpose of a survey was to investigate the relevance to an emotional labour, the level of depressive symptoms and presenteeism. The research subjects were 304 counselors working at two call centers in Daejeon, and the survey was conducted from April 1, 2014 to May 31, 2014, using a structured self-administered questionnaire. As a result, the emotional labour, depressive symptoms and presenteeism experienced by the research subjects had a deep relation to many variables like socio-demographic characteristics, health-related factors and job-related factors. Especially, presenteeism showed a meaningful positive correlation with depressive symptoms and emotional labour factors. According to the result of a hierarchical multiple regression analysis, the meaningful variables related to presenteeism were age, the amount of a physical burden, the level of depressive symptoms, the surface action of an emotional labour. Therefore, to lower down the counselors' presenteeism, the development and implement of a mental healthcare program to control not only depressive symptoms and the level of an emotional labour is urgently needed.

The Effects of Emotional Labor on Casino Dealers' Burnout and Depression (감정노동이 카지노 딜러의 소진과 우울에 미치는 영향)

  • Kim, Hye-Ja;Kang, Jong-Soo
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.18 no.12
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    • pp.276-285
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    • 2017
  • The purpose of this study was to verify the effects of emotional labor on casino dealers' burnout and depression. Burnout is a big problem which thwarts their professionalism and effectualness and the effectiveness of the service they provide. Depression is a core factor which affects one's mental health. To analyze the effects of emotional labor on casino workers' burnout and depression, we conducted a survey of 606 casino dealers of H resort and analyzed the results. Burnout was measured in terms of the client-related burnout and work-related burnout by the Copenhagen Burnout Inventory (CBI), and depression was measured by the Beck Depression Inventory (BDI). The research findings are as follows. First, the level of emotional labor (3.50) was higher than the mid-point on the 4 point Likert scale, and the work-related burnout (3.86) and client-related burnout (3.91) were higher than the mid-point on the 5 point Likert scale. Second, emotional labor was correlated to their depression and burnout. Third, emotional labor showed a significant difference according to gender, while burnout showed significant differences according to age, position and term of service. Fourth, emotional labor had an effect on the casino dealers' burnout and depression. We discussed the implications of these findings and possible strategies to alleviate this situation, for example, the passing of a law and development of an employee assistance program (EAP) to prevent their burnout and reduce their depression.

The Effects of Job Characteristics of Elderly Caregivers on their Job Satisfaction and Burnouts: Mediating Effects of Emotional Labor (노인장기요양시설 요양보호사의 직무특성이 직무만족 및 소진에 미치는 영향 연구 -감정노동의 매개효과를 중심으로-)

  • An, Eun-Sun;Chae, Jae-Eun
    • Journal of Digital Convergence
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    • v.16 no.1
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    • pp.21-33
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    • 2018
  • This study aims to analyze whether there are mediating effects of emotional labor on the relationship between job characteristics of elderly caregivers and their job satisfaction and burnouts. The sample was consisted of 299 elderly caregivers working for the long-term elderly care centers from Seoul and Kyunggi areas. Both hierarchical multiple regression analysis and mediated regression analysis are used for statistical analysis. The findings from the study are as follow. First, the job characteristics of elderly caregivers have significant effects on their job satisfaction, burnouts, and emotional labor levels after controlling for background variables. Second, emotional labor has a significant effect on burnout, but it has no effect on job satisfaction. Third, there are mediating effects of emotional labor on the relationship between job characteristics of elderly caregivers and their job satisfaction/burnouts. These results suggest that enhanced supervision and stress management education as well as job improvement for elderly caregivers be carried out for the improvement of both their job satisfaction and burnouts. Furthermore, the improvement of the working conditions of elderly caregivers should be paid attention by the government as well as individual elderly care centers.

The Mediating Effects of Self-Efficacy and Organizational Commitment in the Relationship between Emotional Labor, Occupational Stress and Depression in a Call Center Counselor (콜센터 상담원의 감정노동, 직무스트레스와 우울과의 관계에서 자기효능감, 조직몰입의 매개효과)

  • Baek, Jong-Tae;Lee, Hu-Yeon
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.19 no.10
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    • pp.290-299
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    • 2018
  • This study was conducted to clarify the mediating effects of self-efficacy and organizational commitment on the level of depression associated with emotional labor and occupational stress of call center representatives. The survey subjects were 486 representatives working in four call centers in D city. Data collection was conducted using structured, self-addressed questionnaires from January 5th to 25th, 2017. The results showed that the depression level of the representatives was significantly higher in the emotional labor and occupational stress groups and higher in the low self-efficacy and organizational commitment groups. The correlations between variables revealed a positive correlation between depression, emotional labor, and occupational stress, but a negative correlation between self-efficacy and organizational commitment. Path model analysis revealed that emotional labor and occupational stress had positive effects on depression, while self-efficacy and organizational commitment was negatively influenced. In addition, self-efficacy and organizational commitment had a mediating effect on emotional labor and depression, while organizational commitment had a mediating effect on occupational stress and depression. Therefore, to reduce the depression level of call center representatives, it is necessary to reduce the emotional labor and occupational stress factors, as well as to have a mental health mediation plan to increase self-efficacy and organizational commitment.

Adjustment Effect for Coping Strategy from Fatigue Scale of Security Guard's on Emotional Labor (시큐리티요원의 감정노동이 피로도에 미치는 영향 및 스트레스 대처방식의 조절효과)

  • Kim, Eui Young;Cho, Sung Jin
    • Korean Security Journal
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    • no.60
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    • pp.283-302
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    • 2019
  • This study was conducted to provide the basic data for improving the working environment and welfare level of the security guard by identifying the primary effects of stress response on fatigue with emotional labor and identifying the adjustment effects with coping strategy. The data were collected from 214 security personnel using questionnaire and the statistical tests of correlation, heavy return analysis and hierarchical return analysis using the SPSS 18.0 statistics program were used to reach the conclusion that: First, it has been shown that the emotional labor of a security guard affects fatigue Second, the effects of emotional labor on fatigue of a security guard have been shown to have the effect of coping strategy. Based on the above studies, it was concluded that the emotional labor of a security guard was affected by fatigue and could be controlled by a stress coping strategy. Therefore, it is believed that there is a need to seek an autonomous corporate culture based on the organization's performance by changing the management system for employees at the organizational level so that security guards can use an active way of coping.

The Mediating Effect of Workplace Spirituality on the Relationship between Emotional Labor and Life Satisfaction of Art Psychology Counselors (예술심리상담사의 감정노동과 삶의 만족도, 일터영성의 매개효과)

  • Lee, EunSook;Ko, JeongHoon
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.22 no.2
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    • pp.587-592
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    • 2021
  • The purpose of this study is to grasp the mediating effect of workplace spirituality on the relationship between emotional labor and life satisfaction of art psychology counselors. The subjects of the study included 196 art psychological counselors in Sokcho city. As an analysis method, the SPSS program was used to perform frequency analysis, reliability analysis, correlation analysis, and regression analysis for the causal relationships between variables and the verification of the mediating effect. First, for the relationship between the emotional labor of art psychology counselors and their overall life satisfaction, both the surface behavior and inner behavior factors, which are sub-factors of emotional labor, have partial mediating effects on overall life satisfaction. Second, in the relationship between the emotional labor of art psychology counselors and their subjective life satisfaction, the inner behavioral factor, which is a sub-factor of emotional labor, has a partial mediating effect in relation to workplace spirituality. This means that workplace spirituality plays a mediating role in the relationship between emotional labor and life satisfaction of art psychology counselors. This study is considered as basic data for preparing plans for improving the life satisfaction of artistic psychological counselors.

Relations between the Emotional Labor and Depression Symptoms of Female Workers in Cosmetics Sales - With a focus on spiritual resilience - (화장품 판매직 여성근로자의 감정노동과 우울증상과의 관련성 -정신적 회복탄력성을 중심으로-)

  • Jung, Myung-Hee;Kim, Hyun-Joo
    • Journal of the Korean Applied Science and Technology
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    • v.35 no.1
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    • pp.1-11
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    • 2018
  • The purposes of this study were to examine the depression level of sales workers at a cosmetics company in South Korea and investigate the effects of emotional labor, job stress, and resilience on their depression symptoms. A structured questionnaire was distributed to 189 workers at the cosmetics company to assess their general characteristics, diseases diagnosed by the doctor, depression, emotional labor, job stress, and resilience. Univariate analysis and multiple logistic regression analysis was conducted to examine connections among depression symptoms, emotional labor, job stress, and resilience. The findings show that the depression symptom rate of the cosmetics sales workers was 32.3%. The multiple logistic regression analysis results of the high risk group in depression symptoms show that depression had significant relations with resilience(OR : 3.84, CI : 1.68-8.77), diseases diagnosed by the doctor(OR : 3.82, CI : 1.73-8.47), emotional disharmony(OR : 2.51, CI : 1.06-5.96), and job demand(OR : 2.12, CI : 0.93-4.85). The low risk group of emotional labor was corrected in age, doctor's diagnosis, and job stress with the reference value to analyze connections with depression symptoms according to the degree of resilience. The analysis results show that depression symptoms increased by 2.35 times(CI : 0.73-7.53) when they had high emotional labor and good resilience, by 3.74 times(CI : 1.17-11.97) when they had low emotional labor and bad resilience, and by 10.39 times(CI : 3.34-32.28) when they had high emotional labor and bad resilience. These findings raise a need to run a program to increase resilience, reduce emotional disharmony through emotional labor management, and take health management measures to control physical illness and lower job stress so that cosmetics sales workers can manage their depression symptoms.

The Impact of Emotional Labor according to Rapport on Job Burnout, and Organizational Satisfaction as perceived by Five-Star Hotel Chefs in Seoul (서울 소재 특1급 호텔 조리사가 라포르(Rapport)에 따른 감정노동이 직무소진과 조직만족에 미치는 영향)

  • Kim, Hee-Yeon
    • Culinary science and hospitality research
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    • v.22 no.5
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    • pp.339-351
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    • 2016
  • Current study conducted to verify the impact of emotional labor by Rapport on job burnout and organizational satisfaction from five-star hotel chefs located in Seoul. Survey distributed to employees who are working for department of foodservice from ten five-star hotels, and total 257 respondents were employed for data analysis. The Rapport was tested by using two sub-variables: enjoy relationship and personal bond, the emotional labor were measured by three sub-dimensions: surface behavior, emotional behavior, and inner behavior. Results found that enjoy relationships and personal bonds have significant influence on surface behavior, but the rapport have not significant impact on emotional behavior. In addition, only personal bond of rapport has significant influence on personal bon in present study. Furthermore, all elements of emotional behavior except surface behavior were significant predictors of job burnout, and organizational satisfaction. Hence, this study contributed to provide various practical implication as well as theoretical implications to managers or organizers of five-star hotels especially for foodservice employees.

Emotional Labor, Job Satisfaction and Turnover Intention of Nurses in the Regional General Hospital (지역 종합병원 간호사의 감정노동과 직무만족도 및 이직의도)

  • Jeong, Yeon-hee;Lee, Chang-suk;Choe, Hana;Park, Ju-young
    • The Journal of the Korea Contents Association
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    • v.16 no.1
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    • pp.708-719
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    • 2016
  • This research is conducted to grasp emotional labor, job satisfaction, and related turnover intention of nurses at a regional general hospital; to lower level of emotional labor; to raise job satisfaction; to reduce turnover intention; to perform efficient personnel management; and then, to provide qualitative nursing care. Convenient sampling of 100 nurses at a general hospital in D city, who agreed to participation in the test, was made and an analysis method of t-test, ANOVA, Pearson's correlation was used from April 6 to April 12, 2015 by using questionnaires. According to the research, average score of emotional labor was $3.37{\pm}.85$; average score of job satisfaction was $2.86{\pm}.66$; and, average score of turnover intention $3.47{\pm}.87$. Emotional labor had negative correlation with job satisfaction (r=-.56, p<.001) but it showed positive correlation with turnover intention (r=.67, p<.001) while job satisfaction revealed negative correlation with turnover intention (r=-.64, p<.001). According to result of the research, it is required to prepare systematic measures in order to lower level of emotional labor of nurses who play important role of the hospital and to raise job satisfaction, and it is also required to make positive efforts to solve fundamental problems to provide high quality caring service through satisfying nurses' morale.