• Title, Summary, Keyword: Emotion labor

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Emotion Labor and Emotional Exhaustion : The Role of Emotional Intelligence (감정노동, 감성지능이 종업원의 감정고갈에 미치는 영향에 관한 연구)

  • Hong, Yong-Ki
    • Management & Information Systems Review
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    • v.25
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    • pp.243-273
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    • 2008
  • A new research paradigm is emerging within organizational behavior, in both theory and empiricism, based on the increasing recognition of the importance of emotions to organizational life. This paper suggest that emotion intelligence play a moderate variables in relationship of emotion labor and emotional exhaustion. More specifically, it is proposed that emotional intelligence, the ability to understand and manage emotions in the employee self and others, contribute to effective emotions management in organizations. Four major aspects of emotion labor, appraisal and expression of emotion in oneself, appraisal and recognition of emotion in others, regulation of emotion in oneself and use of emotion to facilitate performance, are described. Also, the emotional intelligence are consists of four aspects, frequency of appropriate emotional display, attentiveness to required displayed rules, variety of emotions to be displayed and emotional dissonance. Then I propose how emotional intelligence contributes to of relations the emotion labor and emotional exhaustion. The purpose of this research is to investigate the impact of emotion labor to employee's emotional exhaustion to explore the moderating effects of the emotional intelligence between the emotion labor and emotional exhaustion. To complete the research the data were collected through a questionnaire from 147 employees from service company. After multi-hierarchical regression analysis, the outcomes of this study are the employee's emotional exhaustion are affected negatively by the three factors: major aspects of emotion labor, regulation of emotion in oneself, use of emotion to facilitate performance, make the moderation effect between emotion labor and emotional intelligence. These results indicate that instilling in others an appreciation of the importance of work activities: encouraging of true expression individual emotions, generating and maintaining well emotional climate and cooperation situations, and managing a meaningful environment for an organizational life.

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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.

The Effect of Salesperson's Self Efficacy and Work Overload on Emotional Labor and the Mediating Role of Emotion (판매원의 자기효능감 및 직무과부하가 감정노동에 미치는 영향과 감정의 매개효과)

  • Kim, Hyun-Sook;Jun, Dae-Geun;Choo, Ho-Jung
    • Journal of the Korean Society of Clothing and Textiles
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    • v.35 no.10
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    • pp.1150-1160
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    • 2011
  • This study investigates i) the effect of salesperson's self efficacy and work overload on emotional labor and ii) the mediating role of emotion. A survey questionnaire is developed and implemented on salespersons working in the fashion retail stores of department stores. The measurement scales are composed of emotional labor, self efficacy, work overload and emotion. A total of 112 responses are analyzed by confirmatory factor analysis and a structural equation model with AMOS18.0. The results are as follows. Firstly, self efficacy has direct effect on both deep acting and surface acting of emotional labor without the mediating effect of emotion. Self efficacy has a positive effect on deep acting. Secondly, work overload has a negative effect on emotion. Job emotion has positive effect on deep acting and it has a negative effect on surface acting. Thirdly, emotion has a significant mediating effect between work overload and emotional labor. Finally, implications for personal management and job design in the fashion retail organizations are suggested.

The Effects of Emotional Labor and Moderating Effect of Social Support and Job Autonomy on Retailing services employee's (유통업 종사자의 감정노동 영향과 사회적 지원 및 직무자율성의 조절효과)

  • Ji, Guijeong;Park, Jiyoung;Kim, Chesoong
    • Journal of the Korea Safety Management and Science
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    • v.17 no.3
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    • pp.247-263
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    • 2015
  • This study seeks to identify effects derived from emotional labor in the distribution industry, and draw ways to systematically manage the employees by exploring effects of the emotion work on performance. For the purpose, literature reviews and empirical experiments were conducted to find out effects of emotional labor and false face acting on emotion work and organizational performance and effects of social support and job autonomy on the relationship between emotion work and organizational performance. To verify the hypothesis, we conducted a hierarchical regression analysis and structural equation model analysis using SPSS 20 and AMOS19. The result of the verification in this study is as follows: First, effects of emotional labor on burnout was found to be statistically significant, second, as for the path-coefficient for "emotional labor ${\rightarrow}$ emotion work" and "emotional labor ${\rightarrow}$ job satisfaction" was not statistically significant, while the path-coefficient for "emotional labor ${\rightarrow}$ service level" was found to be statistically significant. Third, effects of emotion work on job satisfaction was found statistically significant, fourth, emotion work on the service level was found statistically significant, fifth, effects of false face acting on emotion work was found statistically significant, sixth, effects of false face acting on burnout was statistically significant, seventh, moderating were found statistically significant and lastly, moderating effects of the relationship between emotion work from job autonomy and organization performance was not verified in job satisfaction, while emotion work, job autonomy, and interaction variable in service level were statistically significant.

An Empirical Analysis of the Impact of Hospital Employees' Emotional Intelligence on Emotional Labor Strategies and Innovative Activities (병원근로자의 감성지능이 감정노동전략 및 혁신활동에 미치는 영향에 관한 실증분석)

  • Kang, Hyeon Jin;Jeon, Hyeon Gyu;Kim, Min-Yong
    • The Journal of the Korea Contents Association
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    • v.15 no.12
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    • pp.387-406
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    • 2015
  • Recently emotional labor is an essential situation for hospital employees in relation to surface and deep acting as the core of emotional labor strategies. This study empirically examines the relation between hospital employees' emotional intelligence and emotional labor strategies in the context of emotional labor. For empirical experiments, we conducted a questionnaire survey targeting hospital employees, and we employed the method of Partial Least Squares (PLS) for data analysis. Major findings are as follows. Hospital employees' emotional intelligence including self emotion appraisal, others' emotion appraisal, regulation of emotion, and use of emotion, have a significantly positive effect on hospital employees' deep acting. And hospital employees' deep acting has a significantly positive effect on hospital employees' organizational attachment, knowledge sharing intentions, and innovative activities.

Influence of Emotional Labor on Job Satisfaction, Intent to Leave, and Nursing Performance of Clinical Nurses (감정노동의 하부요인이 병원간호사의 직무만족, 이직의도 및 간호업무성과에 미치는 영향)

  • Wi, Sun-Mee;Yi, Yeo-Jin
    • Journal of Korean Academy of Nursing Administration
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    • v.18 no.3
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    • pp.310-319
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    • 2012
  • Purpose: The purpose of this study was to analyze emotional labor factors influencing job satisfaction, intent to leave, and nursing performance of clinical nurses. Method: The participants were 384 clinical nurses working in a hospital. Study design was cross sectional survey. Subcategories of emotional labor (frequency of emotional labor, attentiveness of emotional display, mismatch of emotions) of emotional labor were dependent variables. Job satisfaction, intent to leave, and nursing performance were independent variables. Data were analyzed by hierarchial multiple regression. Results: The strength of emotional labor of nurses was similar for all participants in spite of differences in age, position, and clinical career. Total score for emotional labor was 3.21, frequency of emotional labor 3.34, attentiveness of emotional display 3.41, and mismatch of emotions 2.87. Mismatch of emotions influenced job satisfaction (F=12.53, p<.001) $R^2$ 27%, intent to leave (F=8.51, p<.001) $R^2$ 19%, and nursing performance (F=5.80, p<.001) $R^2$ 15%, Conclusion: These findings indicate that the factor (mismatch of emotion) is an important variable for clinical nurses in human resource management. Therefore, nurse managers should consider this factor for the improvement of organizational effectiveness.

A Study for the Effect of Internal Marketing on Airport Employees' Customer-Oriented Attitude Considering Their Emotional Labor (공항상주직원의 감정노동에 대한 내부마케팅과 고객지향성에 대한 연구)

  • Lee, In-Hwan;Kim, Kee-Woong;Park, Sung-Sik
    • Journal of the Korean Society for Aviation and Aeronautics
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    • v.23 no.2
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    • pp.32-39
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    • 2015
  • Airport is not only a public facility but a place where multiple cultural and ethnic groups are visiting. It has been reported though several researches that the level of emotional labor is more heavier than any other job. The more complex our society become, the more frequently emotional labor has been focused. Emotional labor became recently the issue of integrated studies above. Considering the level of emotional labor of airport employees, this paper believes their emotional labor has not been focused compared to such as tourism and service industry. This paper tried to research empirically the impact of internal marketing on airport employees' customer-oriented attitude based on their emotional labor using SEM (Structural Equation Modeling). According to the SEM results, it was proven that 'Autonomy of Airport Employee', a latent variable of internal marketing has a significant negative effect on employees' outside emotion. The outside emotion has also a significant effect on their customer-oriented attitude. It could be concluded the effort to increase decision making authority of employees should be implemented to provide them with deeper customer oriented insight.

Causal Relationships between Emotional Labor and Emotions and Communication Skills in the Foodservice Industry (외식산업 종사자의 감정노동과 감정노동자의 정서, 커뮤니케이션 스킬간의 인과관계 )

  • Kim, Min-Joo;Kim, Doo-Ra
    • Culinary science and hospitality research
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    • v.14 no.2
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    • pp.73-85
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    • 2008
  • This study is based on an empirical study on consequences of emotions and emotional labor in the food-service industry. It analyzed the effect of emotional labor on emotions of emotional laborers and the effect of emotional labor on communication skills. Data used for analysis were collected through the questionnaire surveyed on the various samples including employees of family restaurants, Korean restaurants, Chinese restaurants, Japanese restaurants, etc. The result of data analysis indicated that only the efforts for emotional expressions among the factors influenced affirmative emotion(P-value=0.042). It also showed that the factor of the efforts for emotional expressions by researchers had a positive effect on both language communication skills and non-language communication skills(P-value=0.000). This study was valuable in the aspect that emotions and communication skills were first selected as dependent variables of emotional labor and it verified causality between emotional labor and these variables. However, it also has some limitations that its sample size was small and it depended on convenience sampling.

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The Effect of Call Center Consultant 's Emotional Labor on Burnout: The Moderating Effect of Resilience and Social Support (콜센터 상담원의 감정노동이 소진에 미치는 영향: 회복 탄력성과 사회적 지지의 조절효과)

  • Park, Hayoung;Kim, Jungkyu
    • The Korean Journal of Stress Research
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    • v.26 no.4
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    • pp.340-349
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    • 2018
  • Background: The purpose of this study was to examine the moderating effect of resilience and social support to analyze that call center consultants' emotional labor impacts on the burnout. Methods: A survey questionnaire was conducted to people who work at call center in Gwangju and Deagu. The data from 444 were analyzed. Results: The result from the hierarchical multiple regression is as follows. First, deep acting decreased burnout, but surface acting of emotional labor increased burnout. Also, frequency of emotion display, variety of emotion required to be expressed and attentiveness to required display rules increased burnout. Second, Resilience had moderating effect between deep acting and burnout. Third, the moderate effect of interaction of social support from leader with surface action was found at burnout. Also, moderating effect of social support from leader were shown in frequency of emotion display with burnout and attentiveness to required display rules with burnout. Fourth, social support from colleague did not have buffering effect on emotional labor and burnout. Conclusions: It is expected that the moderator variables identified in this study can be used for prevention and treatment of burnout caused by emotional labor.

The Effects of Emotional Labor on Job Satisfaction of Hotel Employees: Analyzing Moderating Effects of Emotional Intelligence (호텔종사자의 감정노동이 직무만족에 미치는 영향: 감정지능의 조절효과 분석)

  • Park, Kwang-Hi
    • The Korean Journal of Stress Research
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    • v.26 no.3
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    • pp.166-172
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    • 2018
  • Background: The aims of this paper is to investigate the moderating effect of emotional intelligence on the relationship between emotional labor and job satisfaction of hotel employees and to find a way to increase job satisfaction of them. Methods: This study is a cross-sectional empirical study conducted for hotel employees in Korea. A total of 314 completed responses were collected and analyzed. Hierarchical regression analysis was employed to test the hypotheses. Results: Emotional dissonance decrease job satisfaction, but emotional effort improves it. "Ability to understand emotion" and "ability to understand others' emotion" are moderating factors that increase job satisfaction joining with emotional effort. Conclusions: In order for hotel employees to be satisfied with their jobs, it is necessary to develop and implement an emotional intelligence improvement education program that can improve job satisfaction by positively moderating emotional labor.