• Title, Summary, Keyword: 표면행동

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Effect of KTX Attendants' Emotional Labor on Emotional Exhaustion and Turnover Intention (KTX승무서비스 종사자의 감정노동이 감정소진과 이직의도에 미치는 영향)

  • Kim, Tae-Seon;Hur, Chan-Young;HwangBo, Jak
    • Journal of the Korean Society for Railway
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    • v.16 no.1
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    • pp.71-77
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    • 2013
  • This study analyzes how deep acting and surface acting, both classified as emotional labor, influence emotional exhaustion and turnover-intention for 263 KTX attendants. The followings are the summarized results of our analysis. First, the deep acting of KTX attendants does not affect emotional exhaustion, but surface acting was found to have a positive influence on emotional exhaustion. Second, the deep acting of KTX attendants had a positive impact on turnover-intention, but surface acting did not affect turnover-intention. Last, the emotional exhaustion of KTX attendants had a positive impact on turnover-intention. In conclusion, these results imply that it is important for employers to manage their employees' emotion in order to prevent turnover among KTX attendants.

Contribution of Customer Orientation to Emotional Labor and Customer-Related Social Stressors in School Foodservice Employees -Focus on Daegu and Gyeongbuk Provinces- (학교급식 조리종사원의 고객지향성이 감정노동과 고객관련 스트레스에 미치는 영향 -대구·경북지역을 중심으로-)

  • Lee, Kyung-A;Heo, Chang-Goo
    • Journal of the Korean Society of Food Science and Nutrition
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    • v.45 no.11
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    • pp.1673-1680
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    • 2016
  • The purpose of this study was to examine how customer orientation (CO) reduces employee stress to customers (CSS). As emotional labor strategies [surface acting (SA) and deep acting (DA)] may mediate a role between CO and CSS, we verified multiple parallel mediator roles of SA and DA between CO and CSS. Our survey was administered to 323 school foodservice employees in Daegu and Gyeongbuk. The results show that CO increased DA but did not decrease SA, and SA had a positive effect on CSS while DA did not influence CSS. These results did not support the parallel multiple mediator model. We conducted post-hoc model modification and proposed the serial multiple mediator model as a modified model. As a result, CO increased DA, DA reduced SA, and SA showed a positive relation with CSS. This double mediating effect through DA and SA between CO and CSS was significant. Based on these results, we found that CO did not have a direct effect on SA and CSS. DA did not directly reduce CSS while CO reduced SA and CSS through DA indirectly. DA had a negative effect on CSS through SA indirectly. Finally, implications and limitations of this are discussed.

Contribution of Emotional Labor to Burnout and Work Engagement of School Foodservice Employees in Daegu and Gyeongbuk Province (대구·경북 일부지역 학교급식 조리종사자의 감정노동이 직무 소진 및 직무 열의에 미치는 영향)

  • Heo, Chang-Goo;Lee, Kyung-A
    • Journal of the Korean Society of Food Science and Nutrition
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    • v.44 no.4
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    • pp.610-618
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    • 2015
  • The purpose of this study was to analyze differences in emotional labor strategies, burnout, and work engagement according to general characteristics of school foodservice employees as well as verify differential effects of two emotional labor strategies on burnout and work engagement. Our survey was administered to 400 school foodservice employees in Gyeongbuk from March 3 to April 25, 2014. A total of 358 completed questionnaires were returned, and 350 questionnaires were used for final analysis. For verification of mean differences, the mean scores for surface acting, deep acting, burnout, and work engagement were shown to be 2.38/5.00, 3.46, 2.67, and 3.41, respectively. The mean surface acting was significantly different according to cooking certification (P<0.001), turnover number (P<0.001), salary (P<0.001), and school level (P<0.01). The mean deep acting was significantly different according to educational background (P<0.001), cooking certification (P<0.001), employment status (P<0.001), salary (P<0.001), school level (P<0.01), and meal service time (P<0.05). The mean burnout was significantly different according to educational background (P<0.01), cooking certification (P<0.05), employment status (P<0.001), school level (P<0.001), and meal service time (P<0.001). The mean work engagement was significantly different according to cooking certification (P<0.001), employment satus (P<0.001), salary (P<0.001), school level (P<0.01), and meal service time (P<0.05). Verification of causal models found that surface acting and deep acting increased burnout and deep acting, respectively (research model). Additionally, surface acting did not influence work engagement, and deep acting did not influence burnout (alternative models). In other words, we identified that emotional labor strategies have differential influences on burnout and work engagement. Finally, implications and limitations of this study are discussed.

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.

The Mediating Role of Perceived Customer-related Social Stressor on the Relation between Emotional Labor and Burnout (감정노동과 직무소진의 관계에서 지각된 고객관련 스트레스요인의 매개효과)

  • Heo, Chagn-Goo
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.15 no.6
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    • pp.3524-3533
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    • 2014
  • The purpose of this study was to verify the differential influences of two emotional labor strategies on perceived CSS and burnout, and the mediating role of perceived CSS between emotional labor and burnout. The data was collected using self-reported questionnaires. A total of 568 hotel service employees who worked in various service jobs, participated in this study. The result indicated that surface acting had a positive influence on perceived CSS and burnout, and perceived CSS performed a mediating role between surface acting and burnout. In addition, deep acting had a negative effect on burnout but no effect on perceived CSS. As a result, deep acting reduced burnout without increasing perceived CSS, unlike surface acting. These results suggest that the two emotional labor strategies need to be treated differently. Finally, the implications and limitations of this study were discussed.

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.

A Study on Factor Affecting Employee Creativity of Bank Employee in the Age of Convergence (융·복합 시대의 은행 종업원의 종업원창의성에 영향을 미치는 요인에 관한 연구)

  • Jeon, Oi-Sul;Park, Sung-Kyu
    • Journal of Digital Convergence
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    • v.13 no.11
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    • pp.99-108
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    • 2015
  • The aim of this research is to investigate empirically the interrelationship among emotional labor strategies, frontline employee creativity, service performance, and specifically examines the mediating effect of employee creativity in the relationship between emotional labor strategies and service performance in the context of bank industry. The data were collected from frontline employees of banks in Daegu and Gyeongnam. A total of 484 questionnaires were used for the final analysis. Consistent with hypotheses, the results of analysis show that surface acting has a negative effect on employee creativity, while deep acting has a positive effect on employee creativity, and employee creativity has a positive effect on service performance. Furthermore, employee creativity has mediating effect in the relationship between emotional labor strategies-performance.

Mediating Effects of Emotional Labor in the relationships between Communication Ability and Customer Oriented Behaviors: Focusing upon Self-Employed Businessmen (소상공인 커뮤니케이션 능력과 고객지향적 행동 관계에서 감정노동의 매개효과)

  • Moon, Joung Hyun;Lee, Dong Cheol;Kim, Jae-pil
    • The Journal of the Korea Contents Association
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    • v.16 no.3
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    • pp.376-390
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    • 2016
  • The purpose of present study is to investigate mediating effects of emotional labor in the links between communication ability of small businessmen and customer orientation behavior. In detail, it is demonstrated both impacts of communication ability on customer orientation behavior and emotional labor (surface acting, deep acting), and of emotional labor (surface acting, deep acting) on customer orientation behavior. Furthermore, mediating effects of emotional labor (surface acting, deep acting) will be verified. The data for analysis was collected from 270 employees in small businessmen located in Jeju. The results are as follows. First, the main impacts of communication ability on customer orientation behavior and emotional labor (surface acting, deep acting) were statistically significant, in addition, emotional labor (surface acting) was positively associated with customer orientation behavior. Surface acting as a mediator was partially mediated the relation. The result will help to understand the importance for communication ability in small businessmen, and it suggests the crucial implecation in the communication study of service suppliers.

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 Effects of Hospital Customers' Disgruntled Behaviors on Turnover Intention and Customer Orientation, using Emotional Dissonance and Emotional Exhaustion as Mediators: The Moderating Effects of Emotional Labor Strategy (병원고객의 불량행동이 감정부조화와 감정고갈을 매개로 이직의도와 고객지향성에 미치는 영향에 관한 연구: 감정노동전략의 조절효과)

  • Han, Na Young;Bae, Sang Wook
    • Journal of the Korea Industrial Information Systems Research
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    • v.22 no.5
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    • pp.113-128
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    • 2017
  • This Study Examined the Effects of Disgruntled Customers' Behaviors on the Emotional Dissonance of Service Workers, the Effects of Emotional Dissonance on Emotional Exhaustion, and the Effects of Emotional Dissonance on Turnover Intention and Customer Orientation. In Addition, this Study Examined the Moderating Effects of Emotional Labor Strategies(both surface acting and deep acting), in the Relationship Between Customers' Disgruntled Behaviors and Emotional Dissonance. A Survey was Conducted on Hospital Workers and Drew the Following Results. First, Disgruntled Behavior had a Positively Significant Effect on Emotional Dissonance. Second, Emotional Dissonance had a Positively Significant Effect on Emotional Exhaustion. Third, Emotional Exhaustion had a Positively Significant Effect on Turnover Intention but Negatively Significant Effect on Customer Orientation. Finally, According to a Hierarchical Regression Analysis, Disgruntled Behavior and a Moderating Variable, Surface Acting had a Significant Interaction Effect on Dependent Variable, Emotional Dissonance, but Disgruntled Behavior and a Moderating Variable, Deep Acting did not.