• Title, Summary, Keyword: 감정노동

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Effects of Emotional Labor on Customer Orientation by Service Career of Security Agents (시큐리티 요원의 근무경력에 따른 감정노동이 고객지향성에 미치는 영향)

  • Kim, Eui-Young;Lee, Jun-Woo;Cho, Sung-Jin
    • Korean Security Journal
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    • no.37
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    • pp.269-293
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    • 2013
  • Raising the level of quality of the security industry is an urgent matter. Since security service is provided through direct contact with customers, the security agents' expression of emotion directly influences the evaluation of the security company or their own earnings. So emotion control at customers demand is necessary above all things, and this research established what difference the service career makes in the influence that the security agent's emotional labor exerts on customer orientation, and the results of the analysis are summarized as follows. First, the security agent's emotional labor exerted negative effects on customer orientation. From this, the conclusion that the higher the security agent's emotional labor, the lower the customer orientation, was obtained. Second, the service career showed differences in the effects of the security agent's emotional labor on the customer orientation. In other words, the conclusion that the lower the security agent's service career, the greater effects the emotional labor exerts on the customer orientation, was obtained. In conclusion, in order to raise the level of customer service, systematic education to control the emotional labor of the security agents with low service career is necessary. Particularly, since the emotional labor of new employees is related to the service environment, the improvement of the service environment of the security agents is more important than anything else.

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The Effect of Emotional Labor by Social Workers with Case Management of Customer Orientation: Focused on the Moderating Effect of Emotional Intelligence and LMX (사례관리 사회복지사의 감정노동이 고객지향성에 미치는 영향에 관한 연구: 감성지능과 리더-구성원 교환관계의 조절효과를 중심으로)

  • Park, Jung-Ryong
    • The Journal of the Korea Contents Association
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    • v.19 no.9
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    • pp.293-307
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    • 2019
  • The poor welfare level of social workers is a big social problem in direct proportion to the ongoing need for social welfare service. In particular, the emotional work of social workers is a serious situation. This Study examines the effect of emotional labor(EL) on customer orientation(CO) of social workers with case management. Also this paper investigates the moderating effect of emotional intelligence(EI) and leader-member exchange(LMX). The major results from the study are as follow: First, we found that surface acting(SA) of EL had a negative impact on CO and deep acting(DA) of EL had a positive impact on CO. Second, EI showed a moderating effect on the correlation between SA of EL and CO. Also, EI had the moderating effect that weakening the negative impact of SA on CO. Third, LMX showed a moderating effect on the correlation between DA of EL and CO. Also, LMX had the moderating effect that strengthening the positive impact of DA on CO. In particular, this study presented with implications for future research, limitations of this study.

The effects of Emotional Labor, Resilience, and Nursing Work Environment on Turnover Intentions of Comprehensive Nursing Care Medical Service Nurses (간호간병통합서비스병동 간호사의 감정노동, 회복탄력성, 간호근무환경이 이직의도에 미치는 영향)

  • Jung, Jin-Young;Park, Min-Jeong
    • Journal of Digital Convergence
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    • v.17 no.3
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    • pp.281-290
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    • 2019
  • The purpose of this study was to examine the effect of emotional labor, resilience, nursing work environment on turnover intentions of comprehensive nursing care medical service ward nurses. The data were collected from 186 subjects using a structured self-report questionnaires and analyzed using SPSS WIN Version 22.0. The mean score of emotional labor, resilience, nursing work environment, and turnover intentions were 3.66, 3.52, 2.62, and 3.82. Turnover intentions had significant correlation with emotional labor, resilience and nursing work environment. The influencing factors on turnover intentions were sex, emotional labor, resilience and nursing work environment of comprehensive nursing care medical service ward nurses. These result indicates that in order to reduce the turnover intentions of comprehensive nursing care medical service ward nurses, it is necessary to develop and apply an intervention programs considering sex, emotional labor, resilience, and nursing work environment.

Convergence Study on the Relationship between Emotional Labor and Burnout in Early Childhood Teachers : The Buffering Effect of Goal-Focused Self-Regulation (유아교사의 감정노동과 직무소진에 있어 목표중심 자기조절의 완충역할에 대한 융합연구)

  • Chung, Myung-Sun
    • Journal of the Korea Convergence Society
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    • v.8 no.6
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    • pp.291-297
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    • 2017
  • As part of the target-specific convergence study of welfare focusing on the relationships between emotional labor, burnout, and goal-focused self-regulation, this study was designed to examine whether goal-focused self-regulation of the early childhood teachers buffers in the relation between emotional labor and burnout. A total of 231 childcare teachers participated in this study and by responding to a questionnaire including measures of emotional labor, burnout, and goal-focused self-regulation. Moderated multiple regression through simultaneously entry was performed for analysis using SPSS (PASW) 18.0 and PROCESS Macro for SPSS. First, the results indicated that the level of emotional labor increase, burnout of the early childhood teachers also increase. Second, goal-focused self-regulation was found to have a protective function in terms of buffering the negative effect of emotional labor on burnout. Based on the results, this study suggests the importance of mental healthcare and the need for internal resources development such as self-regulation.

The Relationship among Job stress, Emotional labor, Resilience and Mental Health in Firefighters (소방공무원의 정신건강과 직무스트레스, 감정노동, 회복탄력성간의 융합관계)

  • Kim, Yeon-Jung;Kim, Jin-Hyeon;Shim, Gyu-Sik
    • Journal of the Korea Convergence Society
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    • v.8 no.12
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    • pp.379-389
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    • 2017
  • The purposes of this study were to identify the relationships among job stress, emotional labor, resilience, mental health and to determine the influences on mental health in firefighters. The participants were 391 firefighters in Chung-Nam and some variables related to job stress, emotional labor, resilience, mental health were measured using reliable instruments. There showed significant positive relationships of mental health with job stress, emotional labor and negative relationships with resilience. Among predictors, job stress(job insecurity, lack of reward, occupational climate), emotional labor, resilience had statistically significant influence on mental health. Mental health programs to decrease job stress and emotional labor, and to enhance resilience are essential to improve the mental health of firefighters.

Influence of Emotional Labor on Job Involvement, Job Satisfaction, and Turnover Intention of Clinical Nurses (종합병원 간호사의 감정노동이 직무몰입, 직무만족 및 이직의도에 미치는 영향)

  • Song, Myung-Sook
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.15 no.6
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    • pp.3741-3750
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    • 2014
  • This study investigated the emotional labor factors influencing job involvement, job satisfaction and turnover intention of clinical nurses. Study subjects were 258 nurses at a hospital in B city. The data was collected from October 11, to November 30, 2013. The data was analyzed using the SPSS win 21.0 program. The mean scores were 3.47 for emotional labor, 2.94 for job involvement, 2.88 for job satisfaction, and 3.49 for turnover intention. Emotional labor was negatively correlated with job involvement and job satisfaction, but positively correlated with the turnover intention. Multiple regression analysis showed that the participant characteristics after controlling for emotional labor had 33.9% of the explanatory power on job involvement 16% on job satisfaction, and 19.8% on the turnover intention. The results indicate that the emotional labor of nurses influences their job involvement, job satisfaction and turnover intention Therefore, it is necessary to concentrate on improving the emotional labor of nurses to increase their job involvement and job satisfaction.

The Convergence Influence of Emotional Labor of clinical dental hygienist working on Job stress. -Focused on Mediating Effects of Self Esteem- (임상치과위생사의 감정노동이 직무스트레스에 미치는 융합적 영향 -자아존중감의 매개효과를 중심으로-)

  • Hwang, Da?Hae;Eom, Suk
    • Journal of the Korea Convergence Society
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    • v.7 no.6
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    • pp.67-74
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    • 2016
  • The study, was conducted to become conscious of the impact of emotional labour on dental hygienists' self-esteem with job stress. Participants were 205 dental hygienist's in the dental clinic. Data were gathered from Jan 3 to Jan 30, 2016, using structured questionnaires. The analysis shows that there was a negative correlation with self-esteem in emotional labour, however, positive correlation was presented in employment stress. It also appears to have no relationship between self-esteem and job stress. Therefore, emotional labour has a direct effect on increasing job stress and lowers self-esteem. The lowered self-esteem simultaneously has an indirect effect on increasing job stress. The measures to counter the problems of emotional labour of dental hygienist and education considering dental hygenist's self-esteem should be accomplished place to maintain the level of emotional labour and the clinic's determination to rectify the issues are essential.

A Case Study on Emotional Labor and Exhaustion from Work of Taekwondo Gym Instructors (태권도장지도자의 감정노동과 직무소진에 관한 사례연구)

  • Ryu, Dong-Soo;Kim, Soo-Jung
    • The Journal of the Korea Contents Association
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    • v.16 no.8
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    • pp.611-623
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    • 2016
  • This research used one of the qualitative research techniques, in-depth interview method, on Taekwondo Gym instructors in their 30s to 50s with over 10 years experiences in various age groups, to elicit the empirical cases of emotional labor and exhaustion from their work. It categorized the cases into 3 main subjects that identified 2 areas to emphasized in each subjects through the phenomenological classification method. First subject listed, "recognition of emotional labor of the instructors", highlighted "recognition as a manager" and "recognition as an educator". Second subject listed. "meaning and need of emotional labor at the Taekwondo Gym", highlighted "emotional labor as a business strategy" and "emotional labor for educational effects". Third subject listed, "exhaustion from work experienced by the instructors", highlighted "a sense of shame experienced in the field" and "directions for change".

Convergent Relationship between Job Satisfaction, Emotional Labor, Turnover Intention of Dental Hygiene by Gender (성별에 따른 치과위생사의 직무만족 감정노동 이직의도와의 융합적 관련성)

  • Yoon, Sung-Uk;Sung, Mi-Ae
    • Journal of Convergence for Information Technology
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    • v.10 no.9
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    • pp.191-199
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    • 2020
  • This study conducted a self-written questionnaire survey on the correlation between job satisfaction, emotional labor, and turnover intention of dental hygienists according to the gender of dental medical institutions. Job satisfaction was high smoking cessation, emotional labor was low age. Turnover intention was low in over 35 years old, number of employees was 11-20, was high in smoking. For women, job satisfaction was high 10 years experience, university, 20 employees. Emotional labor was low age, drinking. Intention to turnover was high in college, single, drinking. Men's emotional labor was 0.22 times less than women's, but their turnover intention was 3.9 times higher. The number of employees was 2.7 times higher than 10 employees. Therefore, efforts to raise job satisfaction and reduce emotional labor and turnover intentions should be made systematically in consideration of gender differences.

A Study on Emotional Labor, Emotional Burnout, Turnover Intention of Dental Hygienist (치과위생사의 감정노동, 감정소진, 이직의도에 관한 연구)

  • Jeong, Kyung-Yi;Han, Ok-Sung
    • Journal of dental hygiene science
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    • v.15 no.3
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    • pp.280-286
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    • 2015
  • The purpose of this study was to examine dental hygienist's emotional labor, burnout and turnover intention. Data were collected from 215 dental hygienists working at hospitals and dental clinics through self-administered questionnaire, and analyzed by statistical analysis using t-test, ANOVA, Pearson's correlation coefficient and multiple regression analysis. The main findings of the study are as follows: the higher the educational level of dental hygienists, and the bigger the size of dental institutions they work, and the lower the monthly income of dental hygienists, the higher the level of emotional labor of dental hygienists. Burnout was influenced on emotional labor and turnover intention. Emotion labor and turnover intention were influenced on burnout. Tenure under 5 years, five-day workweek (non), emotional burnout were found to have significant effects on the turnover intention. Dental hygienists were doing relatively high emotional labor, and it influences his burnout experience and turnover intention. It is needed to make the workplace better environment which can secure appropriate work load and rewards, and education programs etc.