• Title, Summary, Keyword: 감정노동

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A Study on the Emotional Labor and Emotional Health of Korean Optician in Chungcheongnam-do (충남지역 안경사의 감정노동과 정서적 건강에 관한 연구)

  • Hong, Kyung-Hee;Kim, Se-Jin
    • The Korean Journal of Vision Science
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    • v.20 no.3
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    • pp.341-347
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    • 2018
  • Purpose : This study was conducted to investigate and analyze Korean opticians' emotional clarity and emotional expressivity related to their surface behavior, emotional self-awareness, and expression of emotional labor, and to understand the interrelationship between their emotional labor and emotional health. Methods : It was measured, using a survey emotional labor scale, emotional clarity and emotional expressivity classified into inner behavior and surface behavior with 343 opticians from April to May in 2018. Results : The scores for emotional labor, emotional clarity, and emotional expressivity of Korean opticians were 16.39, 33.80, and 50.56, respectively. Since the scores of emotional clarity and emotional expressivity were higher than those of men, the results showed that women were emotional more clearly and expressed it than men. The surface behavior of emotional labor showed a negative correlation with the emotional clarity and emotional expressivity. The emotional clarity and emotional expressivity of Korean opticians differed according to the surface behavior of emotional labor. Conclusions : It was revealed from this study that the influential relationship with the emotional health of emotional laborers who make more efforts to express their emotions in disguise that they do not actually feel, or feel the emotions in their working places that require less clear awareness of emotion or less emotional expressivity. Afterwards, follow-up studies will be required for Korean opticians in order that they are treated respectfully and feel a high sense of accomplishment through a national survey by introducing a emotional health program for emotional awareness and expressions resulting from opticians' emotional labor.

Relationship between Emotional Labor and Service Delivery Level of Employee in Travel Agency (여행업 종사원의 감정노동과 서비스 제공 수준과의 영향관계)

  • Jee, Jin-Ho
    • The Journal of the Korea Contents Association
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    • v.9 no.5
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    • pp.284-292
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    • 2009
  • A considerable amount of theoretical and empirical research has been done on the conceptualization of emotional labor, as well as its antecedents and consequences. The field, however, is lacking consistency respect to theory building and empirical findings, which suggests the need for more programmatic research. The main objective of this study is to build on prior research and further examine the theory, antecedents and consequences(service delivery level) of emotional labor, and to find out the relationship. In the results of empirical research, I found that two antecedent variables, job-related characters and display rules, influenced significantly employee perceived emotional labor. And both surface acting and deep acting have been found to have a influence on employees' service deliverly level, deep acting is more likely than surface acting to lead to service attitude of travel service provider. In business practices, more attention is needed in organizations' incentive programme and training considerations in jobs that have high demands. Despite these results, current studdy has its limitations. So, it may be interesting to further examine the relationship between emotional labor and control variables.

Moderating Effect of Social Support on The Relationship Between Airline tele-communicator's Emotional Labor and Turnover Intention (항공사 콜센터 상담원의 감정노동과 이직의도와의 관계에서 사회적지원의 조절효과)

  • Choi, Eun-Joo
    • Journal of Advanced Navigation Technology
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    • v.15 no.2
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    • pp.171-180
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    • 2011
  • This study is to examine the relationship between emotional labor and turnover intension and moderating role of social support in airline call center tele-communicators who perform emotional labor using telephone without direct confronting with clients. This study empirically shows that emotional labor increases turnover intention and social support negatively moderate the relationship of emotional labor and turnover intension Social support is suggested to reduce the negative results of emotional labor causes. This study makes a contribution in providing the fact that emotional labor is an important managing factor in administration of call center tele-communicators.

Design of Sociogram Visualization for Emotional Labor Enhancement in Organization and Communication (조직 커뮤니케이션 관계에서 감정노동 개선을 위한 소시오그램 시각화 설계)

  • Kim, Yong-Woo;Park, Seok-Cheon;Hong, Suk-Woo;Kim, Tae-Youb
    • Proceedings of the Korea Information Processing Society Conference
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    • pp.1034-1037
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    • 2013
  • 최근 감정노동으로 인해 고충을 겪고 있는 사람들이 늘어가고 있다. 이로 인해 감정노동이 사회적 이슈가 되고 있으며 감정 노동을 해결하기 위해 조직들은 다양한 해결 방법들을 모색하고 시행하고 있다. 감정노동이란 육체가 힘들기 보다는 정신적 스트레스와 상처가 문제이기 때문에 이를 해결하기 위해서 기업들은 심리상담, 심리치료 등의 서비스 제도를 시행하고 있지만 한계가 있다. 업무 특성상 감정 노동에 장시간 노출 되어 고통 받고 있는 조직원들의 상황을 조직 내 커뮤니케이션 빈도와 관계를 분석하고 커뮤니케이션의 핵심역할을 하고 있는 인재들을 소시오그램 형태로 시각적으로 보여주어 조직 발전에 도움을 주는 시스템 시각화 절차와 소시오그램 요소를 설계하였다.

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Impact of Emotional Labor on Job Burnout Marine Police Officials (해양경찰공무원의 감정노동이 직무소진에 미치는 영향)

  • Kim, Jong-Gil
    • Journal of the Korean Society of Marine Environment & Safety
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    • v.21 no.6
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    • pp.721-728
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    • 2015
  • Due to paradigm shift in administration, the field of police administration, like its civilian counterpart, is spending effort to improve customer-oriented civil complaint service system, and this is leading to a negative factor in service providers, emotional labor, among police officers. This study examines amount of emotional labor of maritime police officers, and verify the effects of emotional labor on exhaustion. Results show maritime police officers experience about the same amount of emotional labor as other public workers, and emotional labor has effects on work exhaustion. In other words, perception of incongruity of emotion has positive effects on exhaustion on cynical attitude. Attention to emotional expression has negative effects on decrease of job effectiveness. As such, if the problem of emotional labor is neglected, it leads to exhaustion and can become a significant obstacle to performance due to negative organizational influence. Also, it can lead to serious physical and mental problems on the individual level. Therefore, policy implementation to prevent this problem is necessary.

Effect of Emotional Labor on Burnout and Job Satisfaction (카지노종사원의 감정노동이 소진 및 직무만족에 미치는 영향)

  • Shin, Hye-Sook
    • The Journal of the Korea Contents Association
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    • v.12 no.7
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    • pp.415-424
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    • 2012
  • This paper tried to identify the impacts of emotional labor on burnout and job satisfaction in the casino industry. Prepared questionnaires were distributed to 300 sample employees working in domestic casino, then used for data analysis 300. The results of this study are as follows: Firstly, surface acting have a positive effect on emotional exhaustion, lack of accomplishment and depersonalization. But deep acting have a negative effect on emotional exhaustion. And deep acting, emotion control have a negative effect on lack of accomplishment and depersonalization. Secondly, surface acting have a positive effect on job environment. Also deep acting, emotion control have a positive effect on rewards and value sharing. And emotion control have a positive effect on work environment. Thirdly, deep acting have a negative effect on job environment. Also, surface acting have a negative effect on rewards and value sharing.

The Relationship between Emotional Labor Status and Depression in Dental Hygienists (치과위생사의 감정노동 실태와 우울에 미치는 영향)

  • Choi, Yoon-Kyeong;Kim, Keon-Yeop;Kim, Myeong-Seon;Moon, Bo-Ae;Kim, Kwang-Hwan
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.18 no.7
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    • pp.635-643
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    • 2017
  • This study examines the relationship between emotional labor and depression in dental hygienists. Data were collected from 186 dental hygienists working in dental clinics in Daegu from early March to early April 2016. The survey was composed of questionnaires related to general characteristics, work-related characteristics, emotional labor, and depression. As a result of analyzing the subordinate factors of emotional labor, 57.0% of the factors of 'organization support and protection system' were the highest, and the effect of emotional labor on depression was 'emotionaldisharmony and damage', 'Organizational support and protection system', and especially, the ' emotionaldisharmany and damage' factors were 4.042 times higher than normal. The dental hygienist's degree of emotional labor risk is high, and education, prevention and management measures for emotional labor will be prepared. In addition, emotional labor affects the depression of dental hygienists as well, and comprehensive mental health measures are needed to take into consideration general and occupational characteristics that affect depression.

Analysis on the Impacts of Characteristics of role and Social Support of Dental Hygienist on Emotional Labor (치과위생사의 직무역할 특성과 사회적 지원이 감정노동에 미치는 영향 분석)

  • Lee, Ga-Ryoung
    • Journal of Digital Contents Society
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    • v.19 no.9
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    • pp.1707-1715
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    • 2018
  • This study was conducted using structured questionnaire to 103 dental hygienists who agreed to research among dental hygienists working at Ulsan-based dental clinics in an attempt to analyze the impact of dental roles and social support on emotional labor. Statements of collected data were performed on t-test and ons-way ANOVA, correlation and multiple regression using the SPSS Statistics ver 18.0 for windows program. The study found that the higher role conflicts and greater role ambiguity in relation to direct trade and emotional labor, the higher the intensity of emotional labor, and the more social support, the lower the intensity of emotional labor. The emotional labor of dental hygienists can be solved at a personal level by trying to improve their relationship with members at a dentist's office and by making clear and more professional work segmentation according to their working characteristics. This will help develop a plan to manage the emotional labor of dental hygienists.

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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Relationship Between Job Stress, Emotinal labor and Job Satisfacion (방사선사의 감정노동과 직무스트레스가 직무만족에 미치는 영향)

  • Lee, Hye-Nam;Lim, Cheong-Hwan;Lee, Jong-Seok
    • Proceedings of the Korea Contents Association Conference
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    • pp.185-186
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    • 2012
  • 서비스기업의 종사자로서의 방사선사가 인지하는 감정노동과 스트레스 유형을 분석하고 이들이 직무만족에 미치는 영향을 파악하였다. 감정노동과 스트레스가 직무만족에 영향을 미치는 관련요인은 스트레스 요인의 자기신뢰와 사회적 역할수행, 감정노동의 외향형, 직업이 유의하게 영향을 미치는 관련요인으로 되었다. 직무만족은 자기신뢰가 높고 사회적역할수행이 많을수록, 감정노동이 외향형일수록 직무만족이 낮았다. 의료기관종사자들의 감정관리 프로그램에 의한 직무만족을 극대화시키는 프로그램개발이 필요하다.

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