DOI QR코드

DOI QR Code

보건소 종사자의 감정노동과 직무소진이 조직유효성에 미치는 영향

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

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

초록

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.

키워드

참고문헌

  1. Ashforth, B. E. & Humphrey, R. H. (1993). Emotional labor in service roles: the influence of identity. Academy of Management Review, 18(1), 88-115. https://doi.org/10.5465/amr.1993.3997508
  2. Belicki, K. & Woolcott, R. (1996). Employee and patient designed study of burnout and job satisfaction in a chronic care hospital. Employee Assistance Quarterly, 12(1), 37-45. https://doi.org/10.1300/J022v12n01_04
  3. Brotheridge, C. M. & Grandey, A. A. (2002). Emotional labor and burnout: comparing two perspectives of 'People Work'. Journal of vocational behavior, 60(1), 17-39. https://doi.org/10.1006/jvbe.2001.1815
  4. Chu, K. H.-L. & Murrmann, S. K. (2006). Development and validation of the hospitality emotional labor scale. Tourism Management 27(6), 1181-1191. https://doi.org/10.1016/j.tourman.2005.12.011
  5. Chung, B. Y. & Han, J. Y. (2014). Influential factors related to job satisfaction in hospice nurses: focus on emotional labor and burnout. Journal of Korean Academy of Nursing Administration, 20(3), 322-331. https://doi.org/10.11111/jkana.2014.20.3.322
  6. Edelwich, J. & Brodsky, A. (1980). Burnout: stage of disillusionment in the helping profession. New York: Human Sciences Press.
  7. Fogarty, T. J., Singh, J., Rhoads, G. K., & Moore, R. K. (2000). Antecedents and consequences of burnout in accounting: beyond the role stress model. Behavioral Research in Accounting, 12, 31-67.
  8. Freudenberger, H. J. (1974). Staff burnout. Journal of Social Issues, 30, 159-165.
  9. Grandey, A. (2000). Emotion regulation in the workplace: a new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 15(1), 95-110.
  10. Hochschild, A. R. (1983). The managed heart: commercialization of human feeling. California: University of California Press.
  11. Hwang, S. K. (2008). Structural analysis of employment and labor productivity in the service industry. Quarterly Journal of Labor Policy, 8(1), 27-62.
  12. Hwang, Y. S. (2010). An effect of fitness on organizational trust, job attitude and organizational citizenship behavior. Unpublished doctoral dissertation, Seonam University, Namwon.
  13. Jun, S. Y. (2013). Effects of emotional labor on burnout: focused on mediated effect of job stress. Korean Corporation Management Review, 20(6), 173-190.
  14. Katariina, S. A. & Jari-Erik, N. (2004). Employees' motivational orientation and well-being at work: a person-oriented approach. Journal of Organizational Change Management, 17(5), 471-489. https://doi.org/10.1108/09534810410554498
  15. Kim, H. S. & Park, Y. H. (2013). Related factors on health service utilization and satisfaction of health center clients-using '2010 community health survey'-. The Korean Journal of Health Service Management, 7(3), 95-109.
  16. Kim, J. S., Jeong, S. Y., Kim, S. H., & Kim, J. O. (2014). Predictors of emotional labor and job stress on burnout of nurses in long-term care hospitals. Journal of Korea Gerontological Nursing, 16(2), 130-140. https://doi.org/10.17079/jkgn.2014.16.2.130
  17. Kim, M. & Choi, H. (2016). Structural equation modeling on nurses' emotional labor including antecedents and consequences. Journal of the Korean Data & Information Science Society, 27(1), 143-154. http://dx.doi.org/10.7465/jkdi.2016.27.1.143
  18. Kim, P. J. (2016). Effects of emotional labor of social workers in facilities for the disabled on the job performance: focusing on the mediating effect of burnout. Unpublished doctoral dissertation, Dongbang Culture University, Seoul.
  19. Koeske, G. F. & Kelly, T. (1995). The impact of over involvement on burnout and job satisfaction. American Journal of Orthopsychiatry, 65, 282-292. https://doi.org/10.1037/h0079622
  20. Lee, B. G. (2016). The influence of hotel culinary employees' emotional labor on exhaustion and organizational effectiveness. Unpublished doctoral dissertation, Kyonggi University, Suwon.
  21. Lee, E. H. (2009). The influence of job stress, burnout, and supervisors'emotional coaching on organizational effectiveness. Unpublished master's thesis, Chung-Ang University, Seoul.
  22. Lee, R. T. & Ashforth, B. E. (1996). A meta-analytic examination of the correlates of the three dimensions of job burnout. Journal of Applied Psychology, 81(2), 123-133. https://doi.org/10.1037/0021-9010.81.2.123
  23. Lee, S. H., Song, J. A., & Hur, M. H. (2016). Effect of emotional labor and stress on premenstrual syndrome among hospital nurses. Korean Journal of Women Health Nursing, 22(1), 61-70. https://doi.org/10.4069/kjwhn.2016.22.1.61
  24. Maslach, C. & Jackson, S. (1981). The measurement of experienced burnout. Journal of Organizational Behavior, 2(2), 99-113. https://doi.org/10.1002/job.4030020205
  25. Maslach, C., Jackson, S. E., & Leiter, M. P. (1996). The Maslach burnout inventory manual (3rd ed.). Palo Alto, CA: Consulting Psychologists Press.
  26. Tsigilis, N., Koustelios, A., & Togia, A. (2004). Multivariate relationship and discriminant validity between job satisfaction and burnout. Journal of Managerial Psychology, 19(7), 666-675. http://dx.doi.org/10.1108/02683940410559365
  27. Park, H. J. (2002). Study on the influence of the emotional labor on the employee burnout in the hotel industry. Unpublished master's thesis, Kyonggi University, Suwon.
  28. Porter, L. W., Steers, R. M., Mowday, R. T., & Boulian, P. V. (1974). Organizational commitment, job satisfaction, and turnover among psychiatric technicians. Journal of Applied Psychology, 59(5), 603-609. https://doi.org/10.1037/h0037335
  29. Price, J. L. (1968). The study of organizational effectiveness. Sociological Quarterly, 13, 3-15.
  30. Razza, N. J. (1993). Determinants of direct care staff turnover in group homes for individuals with mental retardation. Mental Retardation, 31, 284-291.
  31. Reichel, A. & Neumann, Y. (1993). Work stress, job burnout and work outcome in a turbulet environment. International Studies of Management & Organization, 23(3), 75-96. https://doi.org/10.1080/00208825.1993.11656614
  32. Sabbah, I., Sabbah, H., Sabbah, S., Akoum, H., & Droubi, N. (2012). Burnout among lebanese nurses: pychometric properties of the Maslach burnout inventory-human services survey (MBI-HSS). Health, 4(9), 644-652. https://doi.org/10.4236/health.2012.49101
  33. Schaufeli, W. B., Maslach, C., & Marek, T. (Eds.), (1993). Professional burnout: recent developments in theory and research. Washington, DC: Taylor & Francis.
  34. Singh, J., Verbeke, W., & Rhoads, G. K. (1994). Do organizational practices matter in role stress processes? a study of direct and moderating effects for marketing oriented boundary spanners. Journal of Marketing, 60(7), 69-86.
  35. Wright, T. A. & Hobfoll, S. E. (2004). Commitment, psychological well-being and job performance: an examination of conservation of resources (COR) theory and job burnout. Journal of Business & Management, 9, 389-406.
  36. Yoon, H. S. (2016). Effects of psychological capital on engagement, burnout, satisfaction and commitment in food & beverage and kitchen staff at five-star hotels: focused on moderating effects of work-family conflicts. Unpublished doctoral dissertation, Kyunghee University, Seoul.
  37. Zapf, D. (2002). Emotional work and psychological well-being: a review of the literature and some conceptual considerations. Human Resource Management Review, 12, 237-268. https://doi.org/10.1016/S1053-4822(02)00048-7