• Title, Summary, Keyword: 감정노동

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Factors of Service Recovery Performance of Emotional Laborers (감정노동자의 서비스 회복성과를 위한 요인 연구)

  • Byeon, Hyeonsu
    • Journal of Service Research and Studies
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    • v.6 no.4
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    • pp.1-13
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    • 2016
  • Emotional labor may lead to service failure in service industries. Managers of an organization or a company can contribute to service recovery by reducing stress related to emotional labor. The aim of this study is to identify the antecedents and consequences of service recovery in respect of emotional labor. Data was surveyed from frontline employees to achieve the research purpose. The hypotheses were examined empirically using statistical tools. Results are as follows. First, surface acting had a negative impact on service recovery performance and deep acting had a positive impact. Second, empowerment and motivation had an influential relationship positively on service recovery performance. Third, service recovery performance was negatively related to intention to quit. In conclusion, managing employees' emotional labor strategies and work environment will bring high service recovery performance and low intention to quit.

Effects of Emergency Department Nurses' Emotional Labor on Professional Quality of Life -Focusing on Mediating Effects of Emotional Dissonance- (응급실 간호사의 감정노동이 전문직 삶의 질에 미치는 영향 -감정부조화의 매개효과를 중심으로-)

  • Jeong, Hye-Lim;Lim, Kyung-Hee
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.17 no.11
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    • pp.491-506
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    • 2016
  • The purpose of this descriptive survey study was to explore the effects of emotional labor on professional quality of life of emergency department nurses and to elucidate any mediating effects of emotional dissonance between emotional labor and professional quality of life. A total of 227 nurses, including general, charge, and head nurses, who have worked in an emergency department at university hospitals, general hospitals, and junior general hospitals located in Gyeongnam, Daegu and Gyeongbuk areas over a period of 6 months. Data were collected between December 12 and December 29 of 2015. We analyzed the data with descriptive statistics, t-test, ANOVA, Pearson's correlation coefficient, and three-step mediated regression analysis using SPSS/WIN 21.0 program. The average scores of emotional labor, compassion satisfaction, compassion fatigue, burnout, and emotional dissonance were 4.50 out of 7.00, 31.62 out of 50.00, 29.48 out of 50.00, 29.27 out of 50.00, and 5.02 out of 7.00, respectively. Emotional labor had significant effects on compassion fatigue and burnout, showing explanatory power of 12% and 29%, respectively. Emotional dissonance had partial mediating effects in the relationship between emotional labor and compassion fatigue and complete mediating effects in the relationship between emotional labor and burnout. In summary, to improve the professional quality of life of nurses, it is necessary to develop effective strategies to minimize their emotional labor and emotional dissonance.

The Librarian's Emotional Labor at the University Libraries: Focusing on the Relationship among Supervisor'S Emotional Intelligence, Social Support and Library Service Level (대학도서관 사서의 감정노동에 관한 연구 - 상사의 감성지능, 사회적 지원 및 도서관서비스 제공수준과의 관계를 중심으로 -)

  • Min, Sook Hee
    • Journal of the Korean Society for Library and Information Science
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    • v.48 no.4
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    • pp.345-376
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    • 2014
  • This study examined (1) what effect emotional labor has on an university library, focusing on (2) the relationship among a supervisor's emotional intelligence, the extent of social support and the level of library service on job performance. The survey period took place from 14 Oct. to 4 Nov. 2013. 533 librarians at 13 public and 28 private university libraries were included in the survey. Of the 533 surveys distributed, 529 were returned and used in the final analysis. SPSS Win 21.0 was used for statistical analysis, factor analysis, regression analysis and differential analysis. The survey also shows that a librarian's emotional labor affects emotional intelligence of supervisor, social support and library service level positively. This finding is not the case for the employees in the general service industry. Because the librarian is professional and manages stress better than general employees. This research suggest the following practical measures. Educational programs for librarian's emotional intelligence should be planned in order to improve library service.

Relationships among Emotional Labor, Fatigue, and Musculoskeletal Pain in Nurses (간호사의 감정노동, 피로 및 근골격계 통증의 관계)

  • Lee, Eun-Yeon;Kim, Ju-Sung
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.18 no.1
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    • pp.351-359
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    • 2017
  • This study examined emotional labor, fatigue, and musculoskeletal pain in hospital nurses. The study sample included 235 hospital nurses. The data were collected by questionnaire and analyzed with descriptive statistics, t-test, ANOVA, Scheffe test, Pearson's correlation coefficients, and multiple regression.The average emotional labor score was 3.27, and of fatigue was 2.04. The musculoskeletal pain score was 4.43. Emotional labor and fatigue are significantly positively associated with musculoskeletal pain(r=.180, p=.006; r=.278, p<.001). Emotional labor was positively associated with the degree of fatigue(r=.353, p<.001). The significant predictors of musculoskeletal pain for nurses were physical fatigue(${\beta}=.324$, p<.001) and gender(female)(${\beta}=.171$, p=.009), explaining 13.7% of the variance in musculoskeletal pain(F=16.271, p<.001). The results suggest that engaging in emotional labor related to nursing tasks increases the risks of fatigue and musculoskeletal pain. Therefore, it is important to develop a management program to relieve the emotional labor, fatigue, and prevent musculoskeletal pain for clinical nurses.

Emotional Labor and Psychosocial Stress Difference of Hairdressers in Beauty Shops Depending on Variables related to Thrid Jobs (미용실 헤어분야 종사자들의 직업관련 변인에 따른 감정노동과 사회심리적 스트레스 차이)

  • Jung, Sook-Hee;Shim, Sun-Nyu;Yoo, Eun-Ju
    • Journal of Digital Convergence
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    • v.11 no.2
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    • pp.347-354
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    • 2013
  • This study has attempted to figure out differences between emotional labor and psychosocial stress by occupation-related variables against hairdressing industry workers. For this, a total of 191 hairdressers in Busan were examined using emotional labor scale and psychosocial stress scale. The survey was conducted from July 1 to 30, 2011 using t-test, ANOVA and Scheffe's test. Then, the following results were obtained: First, according to analysis on difference in emotional labor by occupation-related variables, difference was found by monthly income in 'control of emotion' category. In terms of 'emotional dissonance,' difference was observed by job title and monthly income. In 'positive expression of emotions,' difference was detected by monthly income and number of off-days per month. Second, according to analysis on difference in psychosocial stress by occupation-related variables, differences were found by age, job title, education, work experience, monthly income, working hours and number of off-days per month. According to the analysis above, monthly income is related with both emotional labor and psychosocial stress among occupation-related variables.

A Study on effects of emotional labor and emotional intelligence of dental hygienist on organizational effectiveness (치과위생사의 감정노동과 감성지능이 조직유효성에 미치는 영향 연구)

  • Kim, Young-Im
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.20 no.9
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    • pp.390-396
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    • 2019
  • This study was undertaken to analyze factors influencing the emotional labor and emotional intelligence of a dental hygienist on organizational effectiveness. The study was conducted between September 4, 2018 to December 7, 2018, enrolling a total of 233 dental hygienists living in the Jeollabuk-do province. The data were analyzed by independent t-test, one-way ANOVA, $Scheff{\acute{e}}$ test, Pearson's correlation coefficient, and stepwise multiple regression, using SPSS 18.0. The regression model obtained was F=138.917, P<0.05, with an explanatory percentage of 58.2. Emotional labor (${\beta}=0.608$) was determined to be the most influential variable among independent variables, and other factors affecting the organizational effectiveness of a dental hygienist include the highest level of education, career, and emotional intelligence. We conclude that in order to improve organizational effectiveness among dental hygienists, it is necessary to establish an effective plan for reducing emotional labor and promote emotional intelligence.

A Study on the Effects of Emotional Labor on Counterproductive Work Behavior: Mediated by Job Satisfaction and Organizational Commitment (감정노동이 반생산적 과업행동에 미치는 영향에 관한 연구: 직무만족과 조직몰입을 매개로)

  • Han, Na-Young;Bae, Sang-Wook
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.16 no.10
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    • pp.7157-7165
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    • 2015
  • This research conducted a survey of the workers in medical institutions and carried out empirical analysis through covariance structure equation modelling in order to examine the relationship among emotional labor, job satisfaction, organizational commitment, and counterproductive work behaviors of medical institution workers. The results of the empirical analysis are as follows; First, the frequency of emotional expression, one of the dimensions of emotional labor, did not have a positive influence on job satisfaction, but both the degree of emotional expression attentiveness and emotional dissonance had a negatively significant effect on job satisfaction. Second, job satisfaction had a positively significant effect on organizational commitment. Third, organizational commitment had a negatively significant effect on counterproductive work behaviors toward both individuals and organizations. This research result shows that it is necessary to pay attention to drawing a plan to reduce emotional labor that workers in medical institutions experience since emotional labor causes them to get negative results while they are performing their duties.

Relation among Emotional Labors's Job Stress, Role Conflict, Ego-Resilience and Job Turnover (감정노동자의 직무스트레스, 역할갈등, 자아탄력성 및 이직의도의 관계)

  • Lee, Ju-Yeon;Chi, Myong-Won
    • The Journal of the Korea Contents Association
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    • v.12 no.6
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    • pp.191-200
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    • 2012
  • The purpose of this study is to look into the influence of job stress and role conflict of emotional labors on the intention of job turnover of them and to look into the effect of adjusting ego-resilience in their relation. To do this, 60 child care facilities in Seoul and Gyeonggi-do were selected and survey research was conducted for the object of total 248 child care teachers who are emotional labors. With collected materials, SPSS 17.0, AMOS program was used to verify research problems. The results of the research : First, the job stress of emotional labors appeared to be a main factor which has influence on the intention of job turnover of emotional labors. Second, the role stress and ambiguity appeared to be a main factor which has influence on the intention of job turnover. Lastly, in the relation which job stress and role conflict has influence on the intention of job turnover, ego-resilience appeared to have the effect of adjustment.

The Effect of Emotional Labor Behavior of Employee at Geriatric Long-Tern Care Facilities on Job Burnout and Service Quality: Moderating Effect of Emotional Leadership (노인요양시설 종사자의 감정노동행동이 직무소진과 서비스품질에 미치는 영향: 감성리더십의 조절효과)

  • Yun, Myeong Hwa;Kim, Jin Sook
    • The Journal of the Convergence on Culture Technology
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    • v.5 no.4
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    • pp.99-104
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    • 2019
  • The purpose of this study is to investigate the effect of emotional labor behavior of employee at geriatric long-term care(LTC) facilities on job burnout and service quality focusing on the emotional leadership of superior to improve the working environment of LTC employee and provide the high-quality service to seniors. First, it is appeared that between emotional labor behaviors deep acting has a negative effect on job burnout, in contrast surface acting has a positive effect on job burnout. and, emotional labor behavior has positive influence on service quality. Second, self efficacy has partial mediating effect of tangibility, reliability, assurance and empathy on service quality only for the deep acting between emotional labor behaviors. Third, between emotional labor behavior, emotional leadership has moderating effect on emotional depletion and deterioration of personal accomplishment. In contrast, moderating effect of emotional leadership is not appeared on surface acting and depersonalization. In conclusion, further study is required to improve service quality of elderly in LTC facility and working environment of LCT facility workforce.

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'.