• Title, Summary, Keyword: Surface Acting

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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.

Emotional Organizational Commitment, Surface Acting, and Personal Accomplishment among Flight Attendants (항공사 객실 승무원의 정서적 조직몰입, 표면행동, 그리고 성취감의 관계)

  • Lee, Dong-Hui;Lee, Dong-Myong
    • Journal of the Korean Society for Aviation and Aeronautics
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    • v.15 no.4
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    • pp.45-52
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    • 2007
  • This study testifies the proposition that in the case of high emotional organizational commitment, through employees perform surface acting, they feel high personal accomplishment. Data was collected from 158 flight attendants of two airlines in Korea. From the hierarchical regression analysis, we could conclude such as follows. First, emotional organizational commitment has a positive effect on surface acting. It means that because employees with high emotional organizational commitment accept organizational goals as theirs, they are willing to perform surface acting. Second, surface acting has a positive effect on personal accomplishment. It means that surface acting has a "positive" side as well as negative one. Third, according to above results, organizations should try to take measures to increase the emotional organizational commitment of flight attendants.

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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.

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 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.

Development of a Model for Emotional Labor Worker's Health (감정노동 종사자의 건강 모형)

  • Lee, Bokim
    • Korean Journal of Occupational Health Nursing
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    • v.16 no.1
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    • pp.78-88
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    • 2007
  • Purpose: The Purpose of this study is to build up model of the emotional labor worker's health. Methods: Data was collected from 230 emotional labor workers from 2 department stores, 2 insurance companies, and 3 hotels located in Seoul and Kyung-gi areas, by the health managers and team leaders. For data analysis, descriptive statistics, pearson correlation, factor analysis and covariance structure analysis were used by SPSS window 10 version and AMOS 4.01. Results: The hypothetical model showed a goodness-of-fit to the empirical data(GFI=0.90, RMR=0.04, NFI= 0.79, PNFI=0.64). Eight out of fifteen paths of the model were accepted, while the other seven paths rejected. : From 'surface acting' to 'health', from 'social support' to 'surface acting', from 'social support' to 'health', from 'factors of organizational culture' to 'surface acting', from 'factors of organizational culture' to 'deep acting', from 'personal factor' to 'social support', from 'factors of organizational culture' to 'social support', from 'routine stress' to 'social support'. In conclusion, it has been confirmed that surface acting and social support were dominating factors to the health of emotional labor workers. Conclusion: In order to manage the health of emotional labor workers, it is imperative to develop a strategy to reduce their surface acting.

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Contribution of Emotional Labor and Organizational Commitment to Turnover Intention and Customer Orientation of School Foodservice Dietitian in the Busan Area (부산지역 학교급식 영양(교)사의 감정노동과 조직몰입이 이직의도 및 고객지향성에 미치는 영향)

  • Lee, Kyung-A;Lyu, Eun-Soon
    • Korean journal of food and cookery science
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    • v.33 no.1
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    • pp.104-112
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    • 2017
  • Purpose: This study aimed to analyze the contribution of emotional labor (surface acting, deep acting) and organizational commitment (affective commitment, continuance commitment) to turnover intention and customer orientation of school foodservice dietitian. Methods: Our survey was administered to 393 school foodservice dietitian in the Busan area on February 11, 2014. Results: For verification of mean differences, the mean scores for surface acting, deep acting, affective commitment, and continuance commitment were found to be 2.53/5.00, 3.71, 2.88, and 3.57, respectively. The mean surface acting score was significantly different according to age (p<0.001), total length of career as a dietitian (p<0.01), school type (p<0.001), and employment status (p<0.05). The mean deep acting and turnover intention scores were significantly different according to age (p<0.001), total length of career as a dietitian (p<0.001), school type (p<0.001), employment status (p<0.001), and no. of meals served (p<0.001). The mean customer orientation score was significantly different according to age (p<0.05), employment status (p<0.01), and number of work hour (p<0.05). There was a positive correlation (p<0.01) between turnover intention and surface acting and continuance commitment, but a negative correlation (p<0.01) with deep acting and affective commitment. Also, there was a positive correlation (p<0.01) between customer orientation and deep acting, affective commitment, but a negative correlation (p<0.01) with surface acting. Affective commitment had a negative influence on turnover intention (${\beta}=-0.444$, p<0.001), but surface acting had a positive influence on turnover intention (${\beta}=0.110$, p<0.05). Conclusion: These results suggest that management of affective commitment is essential for decreasing turnover intention. Therefore, emotional labor and organizational commitment of school foodservice dietitians should be managed from the school foodservice organizational viewpoint of The Ministry of Education.

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 Mediating Effect of Emotional Dissonance in the Relationship between Emotional Labor and Burnout among Clinical Nurses (임상간호사의 감정노동과 소진과의 관계에서 감정부조화의 매개효과)

  • Ko, Chung Mee;Lee, Ae Young
    • Journal of Korean Academy of Nursing Administration
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    • v.19 no.5
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    • pp.647-657
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    • 2013
  • Purpose: This study was done to identify the mediating effect of emotional dissonance in the relationship between emotional labor and burnout among clinical nurses. Methods: A cross-sectional survey design was used. The participants were 257 nurses working at three general hospitals located in Seoul and Gyeonggi Province. Data were collected by convenience sampling using self-report questionnaires that consisted of general characteristics, and measures of emotional labor, emotional dissonance and burnout. Data were analyzed with descriptive statistics, t-test, ANOVA, correlation, and multiple regression. Results: The findings of the multiple regression were as follows. First, surface acting of emotional labor showed significant positive effects on emotional dissonance and burnout. Second, when surface acting and emotional dissonance were entered into the regression model at the same time, surface acting showed an insignificant effect on burnout, however, emotional dissonance showed a significant effect. Finally, emotional dissonance had a mediating effect only between surface acting of emotional labor and burnout, not between deep acting and burnout. Conclusion: Results of the study suggest that as a way to reduce burnout, nursing administrators should develop educational programs for nurses to perform deep acting of emotional labor instead of surface acting at the moment of truth.

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.