• 스트레스연구
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• 제26권4호
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• pp.340-349
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• 2018

본 연구의 목적은 콜센터 상담원의 감정노동과 소진의 관계에서 회복 탄력성과 사회적 지지의 조절효과를 확인하는 것이다. 콜센터 상담원을 대상으로 한 설문조사를 통해 총 444명의 자료를 수집하였으며, 감정노동이 소진을 예측하는지 확인하였고, 회복 탄력성과 사회적 지지의 조절효과를 탐색하였다. 연구 결과, 감정노동의 하위요인 중 내면 행위는 소진을 감소시켰고, 반대로 표면행위, 감정표현의 빈도, 다양성, 주의 정도는 소진을 증가시켰다. 조절변인인 회복 탄력성과 상사의 사회적 지지는 부분적으로 감정노동과 소진의 관계에서 완충효과가 나타났으나, 동료의 지지는 조절효과가 나타나지 않았다. 감정노동으로 야기되는 소진에 대한 예방 및 치료를 위해 본 연구에서 확인된 조절변인을 활용할 수 있을 것으로 기대된다.

• 대한간호학회지
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• 제48권4호
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• pp.485-496
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• 2018

Purpose: This study aimed to test the mediating effect of uncertainty appraisal and coping style in the relation between uncertainty and anxiety in hospitalized pregnant women diagnosed with preterm labor. Methods: The participants were 105 pregnant women diagnosed with preterm labor in hospitals in Korea. Data were collected from July to October 2017. The measurements included the Uncertainty in Illness Scale, Uncertainty Appraisal Scale, Coping Style Scale, and State Anxiety Inventory. Data were analyzed using descriptive statistics, an independent t-test, correlation, and multiple regression following the Baron and Kenny method and Sobel test for mediation. Results: The mean score for anxiety was 2.29 out of 4.00 points and for uncertainty it was 2.46 out of 5.00 points. There were significant correlations among uncertainty, uncertainty danger appraisal, uncertainty opportunity appraisal, problem-focused coping, emotion-focused coping, and anxiety. Uncertainty danger appraisal (${\beta}=.64$, p<.001) had a complete mediating effect in the relation between uncertainty and anxiety (Z=4.54, p<.001). Uncertainty opportunity appraisal (${\beta}=-.45$, p<.001) had a complete mediating effect in the relation between uncertainty and anxiety (Z=3.28, p<.001). Emotion-focused coping (${\beta}=-.23$, p=.021) had a partial mediating effect in the relation between uncertainty and anxiety (Z=2.02, p=.044). Conclusion: Nursing intervention programs focusing on managing uncertainty appraisal and improving emotion-focused coping are highly recommended to decrease anxiety in hospitalized pregnant women diagnosed with preterm labor.

• 유통과학연구
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• 제12권10호
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• pp.109-121
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• 2014

Purpose - Most studies related to emotional labor have been conducted in the low-contact service industry rather than the high-contact service industry. Since the subjects of this study were golf service assistants, working in an industry in which the interaction and contact between customers and employees are considerable and the degree of customization is high, this study is significant. Thus, we would like to focus on the relationship between the humor style of golf service assistants and emotional labor. Humor style was divided into two styles-adaptive humor and maladaptive humor. Emotional labor was divided into two dimensions-surface acting and deep acting. In addition, we identify the relationship between emotional labor, job satisfaction, and turnover intention. Research design, data, & methodology - This study focuses on the humor styles in the golf service industry, among golf service assistants, on their emotion labor, and verifies the relationship between emotion labor and work satisfaction or job turnover intention. Based on the outcome, a total of four hypotheses were set up. To verify the hypotheses, surveys were conducted on the golf service assistants working in two golf fields in the region of Busan as well as its neighboring area. A total of 250 copies of the questionnaire were distributed. Subsequently, a total of 227 valid questionnaire copies, after excluding improper responses, were used in the analysis. After verifying the reliability and feasibility of variances, Amos 18.0 was used to implement the structure method so as to verify the study hypotheses. As a result of this analysis, the suitability of the entire model was considerably appropriate to the standard value, and the level is adequate to accommodate the study model completely. Results - First, it was found that the adaptive humor of golf service assistants had a positive effect on deep acting and maladaptive humor had a positive effect on surface acting. Second, It was found that employees' satisfaction with their job was reduced through surface acting, and those employees who experienced positive emotional labor in the form of deep acting were more satisfied with their job. Third, surface acting among employees increased turnover intention, but deep acting reduced it. Finally, the relationship between job satisfaction and the turnover intention of golf service assistants in the golf service industry was examined. Conclusions - First, the adaptive humor of the golf assistants in the golf service industry had a positive effect on their expression behavior. Second, deep acting increased their job satisfaction while their surface acting had a noticeably negative effect on their job satisfaction. Third, the surface acting of the emotion labor dimensions that the golf service assistants experience increases their turnover intention while their deep acting decreases their turnover intention. Finally, when analyzing the relationship between job satisfaction and turnover intention of the golf service assistants, it was found that the turnover intention decreased when their job satisfaction is increased.

• 해양환경안전학회지
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• 제21권6호
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• pp.721-728
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• 2015

행정의 패러다임 변화로 경찰행정도 민간부분과 마찬가지로 고객중심 민원서비스제도의 개선을 위하여 노력하고 있으며 이로 인하여 서비스제공자인 경찰공무원도 부정적인 요소인 감정노동이 발생하고 있다. 이 연구는 해양경찰의 감정노동의 정도를 파악하고 감정노동이 직무소진에 어떠한 영향을 미치는가를 검증하고자 한다. 연구결과는 해양경찰공무원은 공공부분에 종사하는 다른 공무원과 동일하게 감정노동을 경험하고 있는 것으로 조사되었으며, 감정노동이 직무소진에 영향을 미치는 것으로 조사되었다. 즉 해양경찰공무원이 지각하는 감정적 부조화가 고갈에 정(+)의 영향을 미치며, 또한 감정적 부조화는 냉소에 정(+)의 영향을 미치고, 감정표현의 주의정도는 직업효능감 저하에 부(-)적 영향을 미치는 것으로 나타났다. 그러므로 감정노동이 방치된다면 소진에 영향을 미쳐 조직에 부정적인 영향으로 성과달성에 중대한 장애요인이 될 수 있으며, 또한 개인의 신체적, 정신적으로 심각한 문제를 야기할 수 있으므로 이를 예방하기 위한 정책의 시행이 필요하다.

• 한국정보통신학회:학술대회논문집
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• 한국정보통신학회 2021년도 추계학술대회
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• pp.613-617
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• 2021

서비스 산업의 성장과 함께 감정노동자의 스트레스가 사회적 문제로 인식되어 2018년 감정노동자 보호법이 시행되었다. 그러나 실질적인 감정노동자 보호 시스템의 부족으로 스트레스 관리를 위한 디지털 시스템이 필요한 시점이다. 본 논문에서는 대표적인 감정노동자인 고객 상담사를 위한 딥러닝 기반 스트레스 감지 시스템을 제안한다. 시스템은 실시간 얼굴검출 모듈, 한국인 감정 이미지 중심의 이미지 빅데이터를 딥러닝한 감정분류 FER 모듈, 마지막으로 스트레스 수치만을 시각화하는 모니터링 모듈로 구성된다. 이 시스템을 통하여 감정노동자의 스트레스 모니터링과 정신질환 예방을 목표로 설계하였다.

• 한국치위생학회지
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• 제13권5호
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• pp.727-737
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• 2013

Objectives : This study aimed to investigate the levels of emotional labor and occupational stress and their relationships in dental counselors to improve psychological health related with dental counseling. Methods : The questionnaire survey was conducted to 167 dental counselors working at dental clinics in Busan and Gyeongsangnam-do from June to August, 2012. The study used emotional labor questionnaires and Korean Occupational Job Stress Scale (Basic Version, KOSS-43) as an assessment scale. All respondents were asked to complete a self-administered questionnaire. Data analysis was performed with descriptive analysis, t-test, ANOVA, and multiple regression analysis using SAS(ver 9.2). Results : The levels of occupational stress and emotional labor in dental counselors were $47.26{\pm}8.36$ and $3.45{\pm}0.47$. Three subscales of emotional labor as frequency of emotional expression, attention of emotional expression norms and disharmony of emotion were related with occupational stress in dental counselors. The level of job stress was increased by the lower level of emotional expression and increased by the higher levels of emotional expression and disharmony of emotion. Conclusions : In addition to increasing the number of counselors, nurturing counseling workforce is essential to manage the job stress of dental counselors. Sufficient counseling with a patient in a comfortable counseling environment is important to reduce the job stress by emotional labor. Continuous service improvement through positive emotional service education is necessary to be implemented for counselors.

• 간호행정학회지
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• 제17권4호
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• pp.423-431
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• 2011

Purpose: This study was conducted to investigate the relationship of burn out, emotional labor and self-efficacy in nurses, and to identify predictors of burnout. Method: The participants were 268 nurses working in C university hospital in G city. Data were collected from May 1 to May 31, 2010, and analyzed using SPSS/WIN 12.0. Results: The mean score per item for burnout was 3.13, the mean emotional labor score was 3.15, and the mean of self-efficacy score was 3.42. Burnout showed negative correlation with self-efficacy (r=-.339, p=.000), and showed positive correlation with emotional labor (r=.511, p=.000). Variables that predicted burnout were emotional labor, self-efficacy, gender, number of assigned patient per duty (37.8%). Conclusion: The findings of this study indicate a need to develop programs for nurses to increase self-efficacy and to control the emotion, and the need for further studies to examine causal relationship among burn out, emotional labor and self-efficacy.

• 융합정보논문지
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• 제9권7호
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• pp.135-144
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• 2019

본 연구는 치과위생사의 정서, 감정노동, 행복지수와 재직의도의 관계를 파악하고 영향을 미치는 요인을 분석함으로써 치과위생사의 재직의도를 향상시킬 수 있는 방안을 마련하기 위한 기초자료로 활용하고자 실시하였다. 자료 수집은 전북 4개 지역에서 근무하고 있는 치과위생사 295명을 대상으로 설문조사하였다. 자료 분석은 SPSS version 19.0을 사용하여 단변량 분석과 3단계에 걸친 위계적 회귀분석을 실시하였다. 그 결과, 기혼인 경우(p<.001), 긍정적인 정서일수록(p<.001), 감정표현의 빈도가 낮을수록(p=.010), 삶의 만족 행복지수(p<.001)와 심리적 행복지수(p=.012)가 높을수록 치과 위생사의 재직의도가 높은 결과를 보였다. 이에 치과위생사의 정서, 감정노동, 행복지수는 재직의도를 증가시키기 위한 중요 관련요인으로 인식되어야 하며 개인적 차원이 아닌 조직적 차원으로 개선해 나갈 방안을 모색해야 할 것으로 본다.

• 의료커뮤니케이션
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• 제13권2호
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• pp.167-174
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• 2018

Purpose: The purpose of this study was to investigate the relationship among emotional labor, Job Satisfaction, Turnover in clinical nurses. Methods: A convenience sample of 136 registered nurses was obtained from a university General hospital in a city. Data were collected by a self-administered questionnaire during December, 2017. Data were analyzed using descriptive statistics, t-test, one-way ANOVA, Pearson correlations and multiple regression with SPSS/WIN 21.0. Results: The mean score for emotional labor was $3.65{\pm}0.32$, Job Satisfaction was $2.96{\pm}0.31$, and Turnover was $3.49{\pm}0.74$. In multivariate analysis, factors related to Turnover were emotional labor of nurse, Job Satisfaction. The explained variane for Turnover was 44.2%(F=114.35, p<.001). Conclusion: The results of the study indicate that emotional labor, Job Satisfaction have an effect on turnover of Nurses. Findings from this study indicate the need to evaluate and improve the intervention program for nurses to decrease Turnover.

• Asian Journal of Business Environment
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• 제5권4호
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• pp.13-18
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• 2015

Purpose - Based on previous studies, this study extends current research and investigates whether the sub-factors of emotional intelligence increase job satisfaction or employee intrinsic and extrinsic motivation and perceived organizational support. Research design, data, and methodology - This study categorizes service employees' (consultants) emotional intelligence into four sub-factors: regulation of emotion, appraisal of emotion, utilization of emotion, and expression of emotion. The study then investigates the sub-factor effects on job satisfaction. A total of 353 valid questionnaires were collected. Results - The results of the path analysis showed that appraisal, utilization, and expression of emotion had a positive effect on intrinsic motivation, and utilization of emotion had a positive effect on extrinsic motivation. Extrinsic motivation had a positive effect on perceived organizational support and job satisfaction, and perceived organizational support had a positive effect on job satisfaction. Conclusion - As consultants' utilization of emotion is rendered as the ability to use emotion to improve performance, the conclusion is that such factors as monetary performance incentives are important in order to boost job satisfaction of the consultants.