Journal of the Korea Academia-Industrial cooperation Society (한국산학기술학회논문지)

The Korea Academia-Industrial cooperation Society (한국산학기술학회)
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The Effects of Emotional Labor on Casino Dealers' Burnout and Depression

감정노동이 카지노 딜러의 소진과 우울에 미치는 영향

  • Received : 2017.09.07
  • Accepted : 2017.12.08
  • Published : 2017.12.31
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Abstract

The purpose of this study was to verify the effects of emotional labor on casino dealers' burnout and depression. Burnout is a big problem which thwarts their professionalism and effectualness and the effectiveness of the service they provide. Depression is a core factor which affects one's mental health. To analyze the effects of emotional labor on casino workers' burnout and depression, we conducted a survey of 606 casino dealers of H resort and analyzed the results. Burnout was measured in terms of the client-related burnout and work-related burnout by the Copenhagen Burnout Inventory (CBI), and depression was measured by the Beck Depression Inventory (BDI). The research findings are as follows. First, the level of emotional labor (3.50) was higher than the mid-point on the 4 point Likert scale, and the work-related burnout (3.86) and client-related burnout (3.91) were higher than the mid-point on the 5 point Likert scale. Second, emotional labor was correlated to their depression and burnout. Third, emotional labor showed a significant difference according to gender, while burnout showed significant differences according to age, position and term of service. Fourth, emotional labor had an effect on the casino dealers' burnout and depression. We discussed the implications of these findings and possible strategies to alleviate this situation, for example, the passing of a law and development of an employee assistance program (EAP) to prevent their burnout and reduce their depression.

이 연구는 서비스업 종사자인 카지노 딜러를 대상으로 감정노동이 소진과 우울에 미치는 영향을 분석하였다. 서비스업 종사자의 소진은 전문성과 그들이 제공하는 서비스의 효과성과 효율성을 저하시키는 심각한 문제이고, 또한 우울은 개인의 정신건강에 중대한 영향을 미치는 핵심 요소이다. 이를 위해 H리조트 카지노 딜러 606명을 대상으로 구조화된 설문조사를 실시한 후에 자료를 분석하였다. 소진은 CBI를 통해 업무관련 소진과 고객관련 소진을 측정하였고, 우울은 BDI를 사용하였다. 연구 결과 첫째, 카지노 딜러의 감정노동(3.50)과 업무관련 소진(3.86), 고객관련 소진(3.91)은 비교적 높은 수준으로 나타났고 둘째, 감정노동은 우울과 소진 모두에서 정(+)의 상관관계가 있는 것으로 나타났으며 셋째, 남성에 비해 여성의 감정노동이 높았으며, 소진은 딜러가 관리직보다 높게 그리고 20대가 가장 높게 나타났다. 넷째, 감정노동은 소진과 우울 모두에 영향을 미치는 것으로 나타났다. 이러한 결과를 바탕으로 감정노동에 종사하는 카지노 딜러의 소진을 예방하고 우울을 줄이기 위한 법률의 제정 및 근로자지원 프로그램(EAP) 등의 조직 및 개인차원의 전략과 함의를 도출하였다.

Keywords

Acknowledgement

Supported by : Kangwon National University

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