• Title, Summary, Keyword: Deep Acting

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The Effects of Compassion experienced by defectors on Job Performance and organizational citizenship behavior : Mediating Effect of Deep Acting (탈북민들이 경험하는 컴페션이 직무성과와 조직시민행동에 미치는 영향: 심층행동의 매개효과)

  • Ko, Sung-Hoon
    • Journal of Digital Convergence
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    • v.16 no.11
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    • pp.177-183
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    • 2018
  • The purpose of this study is to examine the effects of compassion experienced by defectors on deep acting in organization and secondly to demonstrate the effect of deep acting through compassion on job performance. Third, the purpose of this study is to examine the effects of deep acting on organizational citizenship behavior. Fourth, we examine the mediating effect of deep acting in the relationship between compassion and job performance. Finally, we try to demonstrate the mediating effect of deep acting in the relationship between compassion and organizational citizenship behavior. As a result of this study, it was proved that compassion experienced by defectors has a positive effect on deep acting and that deep acting has a positive effect on job performance and organizational citizenship behavior. In addition, all hypotheses were supported by the findings of research on the mediating effect of deep acting in the relationship between compassion and job performance, and compassion and organizational citizenship behavior. Thus, this study implies that the defectors who need compassion in the organization improve their job performance and increase organizational citizenship behavior through deep acting.

Emotional Labor and Work Attitudes for the Flight Attendants (항공사 객실승무원의 정서노동이 업무태도에 미치는 영향)

  • Lee, Dong-Myong;Kim, Soo-Ryun;Kim, Kang-Sik
    • Journal of the Korean Society for Aviation and Aeronautics
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    • v.15 no.4
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    • pp.64-82
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    • 2007
  • In this study, the work attitude of flight attendants who were performing emotional labor, had been explored. The organizational support system had been analysed to test its effect as a moderator on increasing positive job attitudes. It was found emotional labor had influence on work attitude of flight attendants. Emotional labor consisted in this study deep acting and surface acting. First, deep acting found positively related with job satisfaction and organizational commitment, negatively related with intention to leave. Second, surface acting negatively related with job satisfaction and positively related with intention to leave. This study put organizational support systems as moderator. First, Training has moderating effect on the relationship between deep acting. Organizational support has moderating effect on the relationship between deep acting, intention to leave. Counselling has moderating effect on the relationship between deep acting, job satisfaction. Peer support has same effect on the relationship between deep acting and intention to leave.

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The Effects of Emotional Labor on Burnout: The Moderating and Mediating Effects of Flourishing in Child Care Teachers (어린이집 교사의 정서노동과 소진 간 관계에서 행복플로리시의 조절 및 매개효과)

  • Lee, Ji Yeun;Kim, Hee Yeol
    • Korean Journal of Child Studies
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    • v.37 no.4
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    • pp.169-179
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    • 2016
  • Objective: This study investigated the moderating and mediating effects of flourishing among child-care teacher's emotional labor and burnout. Methods: The participants included 243 child-care teachers in daycare centers in Jeju. To verify moderating effect of flourishing in relation between surface acting and burnout, 2-way ANOVA was used. To verify mediating effect of flourishing in relation between deep acting and burnout, the hierarchical regression and bootstrapping analyses were used. Results: First, the surface acting of emotional labors showed significantly positive effect with burnout and the deep acting of emotional labors shows significantly negative effect with burnout. And the surface acting of emotional labors shows significantly negative effect with flourishing and the deep acting of emotional labors shows significantly positive effect with flourishing. Also the flourishing shows significantly negative effect with burnout. Second, it was revealed that the flourishing plays a role as moderator in relation between surface acting and burnout. Finally, it was revealed that the flourishing plays a role as mediator in relation between deeping acting and burnout. Conclusion: This study illustrates that flourishing acts as differently in relation to emotional labor (surface acting/deep acting) and burnout.

The Relationship between the Surface/deep Acting in Emotion Labor and the ollectivism on the Organizational Commitment of Kindergarten and Childcare Teachers (유아교육기관 교사의 정서노동과 조직몰입 : 집합주의 가치의 조절효과를 중심으로)

  • Min, Ha-Yeoung
    • Korean Journal of Child Studies
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    • v.31 no.5
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    • pp.17-30
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    • 2010
  • The purpose of this study was to investigate the relationship between surface/deep acting in emotion labor, the collectivism and the organizational commitment of teachers in kindergartens and childcare centers. The subjects were 212 teachers employed in kindergartens or childcare centers in Daegu and Gyeongbuk Province. The collected data were analyzed by mean of Pearson's correlation, simple regression, hierarchial regression, by the use of SPSS Win 15.0. The results of our study are as follows. (1) Collectivism was positively associated with deep acting in emotion labor but not with surface acting. (2) Organizational commitment was positively associated with deep acting in emotion labor but not with surface acting. (3) Collectivism operated as a main effect with organizational commitment being observed to increase as collectivism increased. In addition, interaction effects of deep acting in emotion labor and collectivism on organizational commitment were observed, however, no interaction effects were seen in term of surface acting in emotion labor and collectivism on organizational commitment.

An Empirical Study on the Airline Service Employees' Psychological Mechanism according to the Emotional Labor (감정노동에 따른 공항서비스 직원의 심리적 메커니즘에 관한 실증연구)

  • Lee, Jun-Seop
    • The Journal of Distribution Science
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    • v.15 no.2
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    • pp.111-120
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    • 2017
  • Purpose - Service employees who work at airline check-in counters in airport are typically employed to undergo emotional labor. Emotional labor of airport service employees is an important managerial issue that must be solved. This study attempts to examine the underlying mechanism of emotional labor on turnover intention. It focuses on the consequences of emotional labor of service employees. The purpose of this study is to examine and empirically test how the two-types of emotional labor(deep-acting & surface-acting) of service employees differently affect the level of their job satisfaction and job stress. It also investigates the relationship between job satisfaction, job stress, and turnover intention. For this purpose, first, this study identified the structural relationship between emotional labor, job satisfaction, job stress, and turnover intention. Second, it investigated the mediating effects of job satisfaction between deep-acting and turnover intention. Research design, data, and methodology - To empirically test these structural relationships among research variables, data were collected by a interview from service manager of domestic airline companies and survey from 179 service employees who are working at single domestic airline check-in counters in airports in Korea using a self-rating questionnaire with total 19 items dealing with emotional labor, job satisfaction, job stress, and turnover intention. To test the research hypotheses, collected data were analyzed by confirmatory factor analysis (CFA) and structure equation model (SEM). Results - This study obtains meaningful research results. The results from this study are as follows. First, deep-acting has a positive effect on job satisfaction, whereas, deep-acting has a negative effect on job satisfaction. Second, surface-acting has a positive effect on job stress, whereas, the effects of surface-acting on job satisfaction did not show statistically significant result. Also, job satisfaction has partial mediating roles to the relationship between deep-acting and turnover intention. Conclusions - Based on the results of this empirical study, emotional labor of service employees is one of the key factors influencing their job satisfaction and job stress. In particular, deep-acting is the important factor in emotional labor to increase job satisfaction and reduce job stress. Finally, theoretical, managerial implications, and research limitations are mentioned in discussion parts.

A Study on Antecedent Variables for Emotional Labor

  • Kim, Kwang-Ji
    • Culinary science and hospitality research
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    • v.20 no.5
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    • pp.71-75
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    • 2014
  • The purpose of this study is to verify antecedent variables that affect emotional labor. The results are as follows. First, display rules positively affected deep acting and negatively affected surface acting. Second, customer contact time positively affected deep acting but did not affect surface acting. Third, the interaction between display rules and customer contact time did not have significant effects on surface acting but negatively affected deep acting. The implications based on these results are as follows. First, theoretically, this study extends the range of leading variables that affect emotional labor and verifies the moderation effects between these variables. Next, practically, this study suggests that presenting harmonious criteria with regards to display rules and customer contact time that fit well into the concept of food service company is a very useful tool to manage emotional labor of the employees. The limitation of this study is that the causal relationship between variables demonstrated in this study cannot be generalized due to convenience sampling and cross sectional research.

Study on Relations among Emotional Labor, Burnout, Engagement and Customer Orientation of High School Foodservice Employees in Busan Area (부산지역 고등학교 조리종사자의 감정노동, 직무소진, 직무관여와 고객지향성간의 관계 연구)

  • Lee, Kyung-A;Lyu, Eun-Soon
    • Korean journal of food and cookery science
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    • v.31 no.3
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    • pp.370-377
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    • 2015
  • The purpose of this study was to obtain data to improve customer orientation by managing emotional labor in foodservice employees. This study investigated the correlation between emotional labor (surface acting, deep acting), job burnout (emotional exhaustion, cynicism), and job engagement (vigor, dedication, absorption) in high school foodservice employees, and how they affect customer orientation. Our survey was administered to 330 school foodservice employees in the Busan area from June 2 to June 27, 2015. A total of 321 questionnaires were used for final analysis. The mean values for deep acting (p<0.01), cynicism (p<0.01), and dedication (p<0.05) significantly according to the position of the emproyees. The mean customer orientation significantly according to employment status (p<0.01) and meal service time (p<0.01). There was positive correlation (p<0.01) between surface acting, and emotional exhaustion cynicism, but negative correlation (p<0.01) between surface acting and vigor, dedication, absorption, and customer orientation. Deep acting had negative correlation (p<0.01) with emotional exhaustion and cynicism, positive correlation (p<0.05) with vigor, dedication, absorption, and customer orientation. Surface acting had negative influences on emotional exhaustion and cynicism, cynicism had negative influences on vigor, dedication, absorption, and customer orientation. Deep acting had positive influences on absorption and customer orientation, absorption had positive influences on customer orientation. Thus, nutrition teacher(dietitian) should educate foodservice employees the positive effects of deep acting to change their surface acting to deep acting, while actively managing internal customers.

The Effect of Service Employees'Emotional Intelligence on Service-Oriented OCB through Deep Acting (서비스 직원의 감성지능이 서비스지향 조직시민행동에 미치는 영향: 내면연기의 매개효과성)

  • Yang, Yinyan;Ahn, Hee-Kyu;Shin, Ho-Chul
    • Journal of the Korean Society for Quality Management
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    • v.46 no.3
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    • pp.659-676
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    • 2018
  • Purpose: Although emotional intelligence(EI) is seemingly related to the service-oriented citizenship behaviors(OCB) of contact employees who are directly interacting with customers, there are only a few studies examining the relationship between the two. This study attempts to provide empirical evidence for a link between EI and service-oriented OCB. In addition, when EI affects service-oriented OCB, this present study identifies which emotional labor strategy between surface acting and deep acting is to be chosen. Methods: The data of EI, service-oriented OCB, surface acting, and deep acting were collected from 142 sales employees who provided services in four large domestic department stores. Hierarchical regression analyses were performed to verify empirically the main effects between EI and service-oriented OCB and mediating effects of emotional labor strategy. Results: The results show that EI is significantly related to service-oriented OCB in the current sample. Results also indicate that the deep acting rather than surface acting reveals a mediating effect in the process of EI affecting service-oriented OCB. Conclusion: The results of this study shows that EI which has a conceptual basis for OCB, can be extended to service-oriented OCB, The results also contribute to expanding the understanding of the relationship between EI and service-oriented OCB by testing the effect of EI on service-oriented OCB through deep acting. Theoretical and practical implications are reviewed, and limitations of the study and suggestions for future research are addressed.

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.