• Title, Summary, Keyword: Emotion workers

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A Study on the Cognitive Coping Strategies by Job Stress Level of Call Center Workers (콜센터 근로자의 직무 스트레스 수준에 따른 인지적 대처전략)

  • Kim, Jung-Im;Kim, Soon-Lae;Lee, Jin-Hwa
    • Korean Journal of Occupational Health Nursing
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    • v.22 no.3
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    • pp.257-265
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    • 2013
  • Purpose: This study aimed to investigate the job stress level of call center workers and figure out its relation with cognitive emotion regulation strategies as a cognitive coping strategy. Methods: Data collection was conducted on 985 call center workers, working for K companies in Korea. ANOVA, t-test, Scheffe's test and multiple regression have been conducted for the data analysis using SAS 9.0 software. Results: The total job stress score of subjects ranges $Q_{25{\sim}49}$ (the lower 50%) whereas the score of job demand and job control ranges $Q_{50{\sim}74}$ (the upper 50%), and its sectional job stress level is high. Since job stress is the major factor affecting cognitive emotion regulation strategies, it is shown that when the job stress score gets higher, the score of positive cognitive emotion regulation strategies gets decreased but the score of negative cognitive emotion regulation strategies, increased. Conclusion: Based on the results of this study, it is necessary to develop and apply an effective stress easing method for call center workers which reduces negative cognitive emotion regulation strategies and increases positive ones.

A Study on the Determinants of Employees' Turnover Intention of Emotion Workers -Focused the large accommodation services on the Gangwon Province- (감정노동자의 이직의도 결정요인에 관한 연구 -강원지역 대형숙박서비스업을 중심으로-)

  • Lee, Deok-Soo
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.17 no.7
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    • pp.154-164
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    • 2016
  • This study analyzed the determinants of the turnover intention of emotion workers and recent social issues. In particular, this study examined whether the factors that determine the turnover intention affect the quality of service. The job characteristics of emotion workers were set up as an independent variable, and the job environment, organizational culture, such as emotional labor and how it affects the workers' behavior were investigated. How the independent variables influence the turnover of workers was investigated to mediate the emotional job satisfaction. The subjects were primarily targeted by the emotions of the workers engaged in large service accommodation, Kangwon. Among the environmental factors, the job characteristics and job duties are diverse factors and internal and external factors that can affect the compensation turnover intentions. Organizational culture as a factor was the human resources culture, open culture systems, and the hierarchical cultural factors affecting turnover intention. Among the emotional labor practices that also affects the surface of conduct, sincere acts influence the turnover intention. In addition, a one hypothesis testing job satisfaction was mediated by several factors with an impact, such as job diversity. Future empirical research should examined whether temporary full-time is an independent variable factor that can achieve a more fruitful conclusion.

The Experiences of Mental Health Hospital Workers (정신병원 근무자들의 실무 경험)

  • Kim, Young-Hae;Chang, Koung-Oh;Kim, Young-Mi;Koo, Mi-Jee;Kim, So-Hee;Lee, Nae-Young
    • Journal of Korean Academy of Nursing
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    • v.37 no.3
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    • pp.381-390
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    • 2007
  • Purpose: The purpose of this study was to understand the experiences of mental health hospital workers. Methods: Participants in the study were a total of 8 mental health hospital workers who consisted of nurses, social welfare workers and health managers. To prevent them from being omitted, the interviews were all recorded under the participants prior agreement. The method was analysis using the phenomenological method proposed by Colaizzi(1978). Results: The experiences of the participants of this study were classified into 15 significant areas, from which 10 subjects hard work, conflicts, heavy feeling, irritability, getting familiar, changes of recognition, aptitude determination, feeling of achievement and sense of pride were drawn out. These subjects were then grouped into 5 themes. These five themes were finally grouped into 5 categories, negative emotion, depressive emotion, changes of thinking, delight and value discovery. Conclusions: The study tried to analyze the experiences of key informants like nurses, social welfare workers and health managers all of whom were serving at mental health hospitals, contribute to social recognition about the special medical establishment, promote qualitative mental health nursing and further provide educational information necessary for understanding mental health hospital workers.

A study on the work-related musculoskeletal disorders of press operators in H company (H 기업 프레스 작업자의 근골격계 질환 실태에 관한 연구)

  • 이동형;조기훈
    • Proceedings of the Korean Society for Emotion and Sensibility Conference
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    • pp.29-35
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    • 2003
  • Recently, WRMSD(Work-Related Musculoskeletal Disorders) related to simple and repetitious works has been become big issue and has been studying actively by many korean researchers. However, it is that the researches has been depended on foreign ones because the basic data in each field is short in Korea. In this study, we tried to search the actual conditions and factors on WRMSD of pressing workers. In addition, we tried to search the actual conditions and factors on WRMSD of pressing workers. In addition we examined how the contents of works and postures of workers affected at the disease. Accordingly, these research data will be used for planning the preventive program on WRMSD effectively and implement its program.

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The Effect of Compassion on Organizational Identification : Double Mediating Effect of Positive Emotion and Positive Psychological Capital (컴페션(Compassion)이 조직 동일시에 미치는 영향 : 긍정적 감정과 긍정심리자본의 이중 매개효과)

  • Ko, Sung-Hoon
    • Journal of Digital Convergence
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    • v.17 no.6
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    • pp.123-131
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    • 2019
  • The purpose of this study is to demonstrate the causal relationship between positive emotions, positive psychological capital, and organizational identification, and to examine the double mediating effect. In this study, 369 social workers in 10 social welfare facilities in Seoul and Gyeonggi Province were sampled. The results of this study show that compassion experienced by the social workers has a positive effect on positive emotion and organizational identification, and positive psychological capital has a significant effect on the organization identification. In addition, double mediating effect of positive emotion and positive psychological capital were also shown to be significant in the relationship between compassion and organizational identification. Therefore, this study has the theoretical implication that double mediating effect of positive emotion and positive psychological capital are demonstrated in the relationship between compassion and organization identification. In future research, sample collection should be done for the generalization of the sample, and the mediating effect of positive organizational identity should also be performed.

The Influence of Service Training, Organizational Support, and Arbitration Support Among Large Superstore Workers' Work Performance and Emotional Labor (대형마트 종사자에 대한 서비스교육, 조직지지 및 중재지원이 감정노동 업무성과에 미치는 영향에 관한 연구)

  • Lee, Jae-Hak
    • Journal of Arbitration Studies
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    • v.28 no.2
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    • pp.179-200
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    • 2018
  • The purpose of this study is to investigate the effects of service training and arbitration support on superstore workers' work performance. The conclusion could be summarized as follows. First, as a result of Hypothesis 1 that service training and arbitration support for superstore workers would significantly affect the factor of workers' emotional labor, when surface acting of emotion and frequency of expressing emotions were the dependent variable, only arbitration support was positively correlated. When emotional diversity was the dependent variable, there was a significantly positive relationship with service training. Second, for Hypothesis 2 that service training and arbitration support for superstore workers would significantly influence the workers' job satisfaction, it was found that only organizational support was significantly positive when wage satisfaction was the dependent variable. When job satisfaction was the dependent variable, service training and arbitration support were significantly correlated positively. Third, for Hypothesis 3 that service training and arbitration support for superstore workers would significantly affect the service delivery level when service responsiveness was the dependent variable, service training and arbitration support were significantly positive. When service expertise was the dependent variable, there was also a significantly positive relationship with service training and arbitration. On the other hand, all the three independent variables-service training, organizational support, and arbitration support-showed a significantly positive relationship when the willingness and effort of service was the dependent variable.

Experience of Long-term Care Workers' Communication with Older Adults with Dementia Focused on Emotional Expression (장기요양시설 요양보호사의 치매노인과의 감정표현을 중점으로 한 의사소통 경험)

  • Lee, Sumi;Lee, Kyung Hee
    • Journal of Korean Academy of Psychiatric and Mental Health Nursing
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    • v.27 no.3
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    • pp.264-273
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    • 2018
  • Purpose: The purposes of this study were to understand (1) emotional expression of older adults with dementia and (2) communication between long-term care workers and older adults with dementia. Methods: Ten long-term care workers who provided care services for older adults with dementia in long-term care were interviewed. Qualitative content analysis was conducted to reveal themes and subthemes. Results: Participants stated that they tried to learn emotional expressions in older adults with dementia, but it was difficult due to emotional fluctuation in older adults with dementia. Care workers attempted to interact with older adults with dementia using verbal and non-verbal communication skills. They stated difficulties in verbal communication with older adults with dementia. In addition, care workers improved their tailored communication skills with the accumulation of care experience and noticed their care service value. Conclusion: It is meaningful to understand long-term care workers' perceptions of emotional expression and communication among older adults with dementia in long-term care. Well-organized communication protocols should be provided for long-term care workers to enhance emotion-oriented and person-centered care services based on the needs and preferences of older adults with dementia.

Workers' Experiences in Shift Work (근로자들의 교대근무 경험)

  • Kim, Young-Hea;Kim, Young-Mi;Koo, Mi-Jee;Kim, So-Hee;Lee, Nea-Young;Chang, Koung-Oh
    • Journal of Korean Academy of Community Health Nursing
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    • v.18 no.2
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    • pp.284-292
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    • 2007
  • Purpose: The purpose of this study is to explore and understanding the nature of the shift workers' experience in industries requiring 24 hours-a-day service provision and support. For the Purpose, the present researcher made a research Question, "What are workers' experience in the shift work?" Methods: In the study, 5 male shift workers, 3 female shift worker and a woman (key informant) whose husband is a shift worker participated. Then profound interviews with the participants were made after their agreement. Results: The researcher classified the significant statements under 6 theme clusters, 1) sense of difference; 2) worries about health; 3) draining of emotion; 4) anxiety; 5) sadness; and 6) being comfortable. Conclusions: Shift work which is inevitable in modern society may have severe influences on shift workers' physical, mental and psychological aspects by causing their work cycle rhythm to be unbalanced. Finally, the researcher hopes that the results of the study would help understand workers' life and increase social concern and support to the workers.

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A Study on the Actual Condition of Work Environment and Work Morale According to the Employment Type of Service Workers (서비스업 종사자의 고용형태에 따른 근로환경 실태와 근무사기에 관한 연구)

  • Kim, Jin-Ho;Lee, Chung-Won
    • Science of Emotion and Sensibility
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    • v.20 no.2
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    • pp.103-116
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    • 2017
  • We studied the actual condition of work environment and work morale according to the type of employment of service workers by using the raw data of the Fourth Work Environment Survey (2014) conducted by the Institute of Occupational Safety and Health. In this study, the condition of work environment were composed of work posture, emotional labor, and work autonomy. Also, dimensions related to work morale were composed of competence, job satisfaction, social support, and job stress. In addition, the employment was classified into three types of regular workers, temporary workers, and daily workers. The results showed that temporary and daily workers were more likely to work in a less favorable environment than regular workers, and there was a close correlation between work environment and work morale. Based on this study, it is possible to know about the actual situation and problems of the service workers, and it is hoped that company can search for measures to increase the working environment and work morale of the workers in order to provide better service.

The Mediation Effect of the Interpersonal Relationship Between Attachment and Ambivalence emotion of Emotional Workers (감정노동자의 애착과 정서표현 양가성 관계에서 대인관계문제의 매개효과)

  • Kang, Seong-Ju
    • Journal of Digital Convergence
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    • v.17 no.11
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    • pp.137-147
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    • 2019
  • We identified the mediating role of interpersonal issues in the relationship between adult attachment type and emotional expression ambivalence. The subjects of the study were 327 emotional workers who lived in five cities. As the scale, ECR-R, AEQ-K, and IIP were used. Sobel verification was performed after multiple regression analysis. The results show that the interpersonal problem partially mediates between the attachment and emotional expression ambivalence. This suggests that the characteristics of interpersonal relationships affect emotional emotions in forming close attachment relationships of emotional workers. Subsequent research will expand the scope of research by supplementing the shortcomings of existing research.