• Journal of dental hygiene science
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• v.10 no.6
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• pp.431-438
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• 2010

This study was designed to identify the relationship between emotional labor and reaction factor(job satisfaction, fatigue), buffer factor(social support) among dental hygienist. The number of respondents was 50 who work in dental clinic and period of investigation was march 2010 through April 2010. A structured questionnaire was employed to evaluate the level of participants' sociodemographics, job-related factors, health-related behaviors, emotional labor and self-perceived fatigue, job satisfaction, social support. While the mean values of emotional labor were higher than thosewho work in hospital and lower than those who work in service employees. These results suggest that emotional labor was related to an increase in fatigue and strong correlation between involuntary emotional expression, self-perceived fatigue, job satisfaction, social support in dental hygienist. Multiple regression analysis has found that social support and no. of personnel were main factors that influence to the level of emotional labor in dental hygienist. The results of this study suggest that emotional labor was a determinant predictor of self perceived fatigue. Thus, a management program for emotional labor is strongly recommended for promotion of quality of life in dental hygienist and to improve dental service and competitiveness.

• The Journal of the Korea Contents Association
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• v.9 no.5
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• pp.284-292
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• 2009

A considerable amount of theoretical and empirical research has been done on the conceptualization of emotional labor, as well as its antecedents and consequences. The field, however, is lacking consistency respect to theory building and empirical findings, which suggests the need for more programmatic research. The main objective of this study is to build on prior research and further examine the theory, antecedents and consequences(service delivery level) of emotional labor, and to find out the relationship. In the results of empirical research, I found that two antecedent variables, job-related characters and display rules, influenced significantly employee perceived emotional labor. And both surface acting and deep acting have been found to have a influence on employees' service deliverly level, deep acting is more likely than surface acting to lead to service attitude of travel service provider. In business practices, more attention is needed in organizations' incentive programme and training considerations in jobs that have high demands. Despite these results, current studdy has its limitations. So, it may be interesting to further examine the relationship between emotional labor and control variables.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.14 no.8
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• pp.3794-3803
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• 2013

The purpose of this study was to find out the relationships between emotional labour and depressive symptoms among nurses in university hospitals. Subjects were 514 nurses working at three university hospitals in Daejeon City, and the survey was a structured self- administered questionnaire based from April 1 until May 31 2012. As a results, the level of depressive symptoms by the subjects emotional labour level was significantly higher in the group with higher total average points of the emotional labour than the lower group, As for the correlation between the level of depressive symptoms and emotional labour factors, the depressive symptoms points showed significant positive correlation with the total points of the emotional labour. As a result of hierarchical multiple regression, age, leisure time, coffee consumption, subjective health status, physical burden of work, sense of satisfaction at work, fit to the job and emotional labour were selected as significant variables and related variables effecting the level of depressive symptoms. These variables' descriptive power was 39.4%, especially, it can be seen that 11.0% descriptive power increased by putting the emotional labor variables. The results above imply that there is significant relation between emotional labor and depressive symptoms and various variables such as socio-demographic characteristics, health-related behavior factors and job-related factors. Also, it can be seen that the emotional labour and depressive symptoms showed significant positive correlation. Therefore, the development and implementation of a program to control emotional labor appropriately should be required for lowering the level of depressive symptoms.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.29 no.1
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• pp.153-184
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• 2018

This study aims to investigate the effects of emotional labor level on the level of job satisfaction and library information service provision in public libraries. The research model used emotional labor levels as an independent variable; job satisfaction and level of library information service provision as a dependent variable; and organizational culture as a control factor. The data were collected randomly from 220 librarians of public libraries in Seoul by distributing and collecting internet surveys. Reliability analysis, correlation coefficient analysis, multiple regression analysis, and regression analysis were performed using the SPSS 18.0 program. The statistic hypothesis test results of this study can be summarized as follows. First, public library librarians did not like to express their emotions to users, trying to express their emotions more positively than what they were actually feeling. Second, although librarians experience emotional labors, they feel a sense of achievement when undertaking their tasks and develop pride and happiness in their work. As librarians perceive their work professional, they overcome emotional labors, and have pride in their work. Third, although librarians experience emotional labors, a reasonable job evaluation with goals, and their relationships with colleagues would lead to accomplishment in their work. In addition, although the evaluation of employees is focused on performance, librarians improve their service if library users are satisfied with their service and the services are provided adequately.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.18 no.1
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• pp.351-359
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• 2017

This study examined emotional labor, fatigue, and musculoskeletal pain in hospital nurses. The study sample included 235 hospital nurses. The data were collected by questionnaire and analyzed with descriptive statistics, t-test, ANOVA, Scheffe test, Pearson's correlation coefficients, and multiple regression.The average emotional labor score was 3.27, and of fatigue was 2.04. The musculoskeletal pain score was 4.43. Emotional labor and fatigue are significantly positively associated with musculoskeletal pain(r=.180, p=.006; r=.278, p<.001). Emotional labor was positively associated with the degree of fatigue(r=.353, p<.001). The significant predictors of musculoskeletal pain for nurses were physical fatigue(${\beta}=.324$, p<.001) and gender(female)(${\beta}=.171$, p=.009), explaining 13.7% of the variance in musculoskeletal pain(F=16.271, p<.001). The results suggest that engaging in emotional labor related to nursing tasks increases the risks of fatigue and musculoskeletal pain. Therefore, it is important to develop a management program to relieve the emotional labor, fatigue, and prevent musculoskeletal pain for clinical nurses.

• Proceedings of the KAIS Fall Conference
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• 2012.05a
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• pp.406-410
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• 2012

최근 기업들의 고객만족은 단발성 고객 유치를 넘어 고객의 기업 충성도를 높이기 위한 '고객 감동 서비스'를 강조하고 있다. 이러한 모토 하에서 많은 기업들은 직원들의 친절 매뉴얼을 만들어 CS(Consumer Service) 근로자들의 서비스 교육을 강화하고 있다. 고객센터에 근무하는 근로자 및 텔레마케터 등으로 대표되는 서비스직 종사자들은 무조건적인 고객을 향한 친절은 물론이고 고객만족을 이끌어 내고 고객을 유치하기 위해 기업들은 근로자들에게 강제적 감정 표현을 강요하기에 이르렀다. 예를 들어 근로자가 실제 느끼는 감정과는 별도로 그 어떤 '진상 고객'을 만나더라도 웃음을 잃지 않고 화를 내지 않기를 교육받는 것이다. 이를 통한 감정노동과 감정지능에 대한 연구가 최근 들어 활발해 지고 있다. 사실 감정노동이라는 것 자체는 서비스산업이 발달하면서 나타나는 불가피한 현상이기는 하다. 서비스산업 노동 자체가 고객과의 대면 상황을 전제로 하기 때문이다. 그러나 자연스러운 수준에서 일어나는 감정 관리, 다분히 인간적인 수준에서의 표정 관리 이상을 서비스산업 노동자들이 강요받고 있다는 것이다. 또한 최근에는 조직구성원의 감성이 조직생활에 영향을 미침을 인식하게 되면서 조직 내의 감성에 대한 관심이 높아지고 있으며 사람, 돈, 정보 등의 물리적 자원 등과 같은 조직을 구성하는 핵심요소와 함께 지식과 감성과 같은 비가시적인 자원 또한 조직을 구성하는 중요한 요소라는 주장이 제기되었다. 본 연구에서는 서비스 산업의 주된 감정노동과 조직 내에서 중요한 요소로 자리를 잡아가고 있는 감성지능에 대한 개념과 정의를 제시하고 감정노동과 감성지능에 대한 차이점 및 직무스트레스에 주는 영향에 대하여 연구하고자 한다.

• Journal of dental hygiene science
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• v.14 no.3
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• pp.295-301
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• 2014

This research purports to find out the factors that affect the level of emotional labor in dental hygienists. Data were collected from 204 dental hygienists working at 5 university hospitals and 55 dental clinics through self-administered questionnaire, and analyzed by statistical analysis using t-test, ANOVA, and regression analysis. The main findings of the study are as follows: First, the higher the educational level of dental hygienists, and the bigger the size of dental institutions they work, the higher the level of emotional labor of dental hygienists. Second, patient and environmental factors were found to have significant effects on the level of emotional labor. The above results imply that managers should try to make the workplace better environment which can secure appropriate workload and rewards, and support for work related education programs etc. It is also needed to educate the patients in order to prevent unnecessary conflicts between the patients and dental hygienists.

• Culinary science and hospitality research
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• v.17 no.3
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• pp.104-116
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• 2011

This study examines the effect of culinary employees' emotional labor on their emotional dissonance and turnover intentions and bow the emotional labor and emotional dissonance affect their turnover intentions and burnout to provide useful information and suggestions for the foodservice and hotel culinary training and on-site. The results are summarized as follows. First, as the emotional labor of workers such as representation of the act, conduct in-depth and emotional departure grew higher, they showed the higher perception of emotional dissonance. However, their spontaneous activities tended to decrease their emotional dissonance. Second, as the result of verifying the relationship between emotional dissonance and burnout, the higher emotional dissonance, the deeper burnout. Finally, the culinary workers' emotional dissonance influenced their turnover intention.

• The Journal of the Korea Contents Association
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• v.19 no.6
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• pp.541-552
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• 2019

Recently, social welfare officers are suffering from a lot of job stress due to increasing work and are carrying out emotional labor. This study assessed the effect of emotional labor on the quality of welfare service through a questionnaire survey on 937 civil servants in Sejong city and Chungcheongnam-do provinces. First, social welfare officers experienced more than average level of emotional labor, and they performed more internal behavior than surface behavior. Second, the services provided by the social welfare officers were higher than usual, followed by tangibility, assurance, reliability, empathy, and responsiveness. Third, deeping acting had a positive (+) influence on service quality among the sub-factors of emotional labor. In other words, the quality of service increases as the emotional state itself changes, On the other hand, deeping acting did not affect service quality. In the future, policy responses to excessive work burden of social welfare officers should be needed and a manual for responding to emotional labor should be provided.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.19 no.10
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• pp.290-299
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• 2018

This study was conducted to clarify the mediating effects of self-efficacy and organizational commitment on the level of depression associated with emotional labor and occupational stress of call center representatives. The survey subjects were 486 representatives working in four call centers in D city. Data collection was conducted using structured, self-addressed questionnaires from January 5th to 25th, 2017. The results showed that the depression level of the representatives was significantly higher in the emotional labor and occupational stress groups and higher in the low self-efficacy and organizational commitment groups. The correlations between variables revealed a positive correlation between depression, emotional labor, and occupational stress, but a negative correlation between self-efficacy and organizational commitment. Path model analysis revealed that emotional labor and occupational stress had positive effects on depression, while self-efficacy and organizational commitment was negatively influenced. In addition, self-efficacy and organizational commitment had a mediating effect on emotional labor and depression, while organizational commitment had a mediating effect on occupational stress and depression. Therefore, to reduce the depression level of call center representatives, it is necessary to reduce the emotional labor and occupational stress factors, as well as to have a mental health mediation plan to increase self-efficacy and organizational commitment.