Relationships among Emotional Labor, Burnout, and Organizational Effectiveness of Employees in Public Health Centers

보건소 종사자의 감정노동과 직무소진이 조직유효성에 미치는 영향

  • Kone, Dong Youn (Gachon University. Department of Health Policy Management) ;
  • Ahn, Jae Sun (Gachon University Global Healthcare Research Center)
  • 권동연 (성남시 태평4동주민센터) ;
  • 안재선 (가천대학교 글로벌 보건의료연구소)
  • Received : 2016.11.24
  • Accepted : 2016.12.28
  • Published : 2016.12.31


Purpose: This study examines the relationship among emotional labor, job burnout and organizational effectiveness of public healthcare center workers. In specific, authors focus on the relationships between emotional labor and job burnout and the one between job burnout and organizational effectiveness and mediating effect of job burnout between emotional labor and organizational effectiveness. Methods: For the empirical analysis, survey was conducted of workers in the public healthcare center, and 502 final data was secured after eliminating the insufficient ones, which were used in the statistical analysis. Results: Emotive effort showed to have a positive effect on organizational effectiveness, however emotive dissonance showed to have a negative effect on organizational effectiveness. Emotive effort showed to reduce the level of all job burnouts while emotive dissonance showed to increase the level of all job burnouts. All job burnout showed to have negative effects on organizational effectiveness. Job burnout showed to have mediating effect between emotional labor and organizational effectiveness. Conclusion: Emotive efforts of emotional labor has positive impact on organizational effectiveness while emotive dissonance has negative impact on organizational effectiveness overall. Therefore, public healthcare center should try to seek for proper way to reduce job burnout of workers, because job burnout functions as mediating element between emotional labor and organizational effectiveness.


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