• Asia Marketing Journal
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• v.17 no.2
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• pp.39-62
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• 2015

Relatively little studies have investigated employee recovery from internal service failure, especially from the employees' perspective. When handling customer complaints, employees must not only deal with legitimate customer demands after a service failure, such as providing an apology, rectifying the problem, and offering compensation, but they must also manage illegitimate dysfunctional customers, who may yell, threaten, and even physically harm the employee. These negative experiences can have strong effects, and employees can exhibit higher levels of stress such as burnout and emotional labor, which have been linked to dissatisfaction, tension and anxiety, reduced performance and effectiveness, and a greater propensity to leave the firm, ultimately leading to negative financial consequences for the firm. These conditions result in internal service failure and create the need to recover employees-in other words, internal service recovery. However, little research has examined this issue so far. The purpose of the current study, therefore, is to investigate the relationship between internal service recovery and employee outcomes. A pre-test, post-test between-subjects experimental design was developed. Participants were 166 part-time students who were working full-time. The average age of the participants was 36.74 years, and 57.50% of them were female. The average length of employment was 13 years. Participants were randomly assigned to one of four groups of approximately equal size. Three of the groups were subjected to an experimental situation involving an internal service failure, while one group was not exposed to failure, thereby acting as a control group. This study contributes to the service marketing literature in several ways. First, the study extends service failure and/or recovery research by examining recovery in an employee context. Second, this study attempts to measure internal service recovery and to empirically demonstrate its relationship to employee outcomes. Third, this investigation emphasizes the managerial importance of internal service recovery. For example, understanding the nature of the relationships between internal service recovery and its consequences can improve the effectiveness and efficiency of managers' resource allocation decisions.

• Journal of Korean Academy of Rural Health Nursing
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• v.18 no.1
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• pp.27-39
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• 2023

Purpose: This study is a mixed methods research that was conducted to verify factors affecting the working experience of community-based long-term care hospital workers during the COVID-19 pandemic. Methods: The study was carried out from July 19 to November 3, 2021 for 340 nurses who worked at 10 long-term care hospitals located in G city. Results: As the study results, factors that affected job stress of the workers working at community-based long-term care hospitals included job satisfaction (β=-.27, p<.001), work demand (β=-.25, p<.001), fatigue (β=.19, p=.001), and cooperation and leadership (β=-.12, p=.049). It was found that the participants were struggling with physical and mental stress caused by the increased workload due to the preventative measures taken to stop the infection and spread of COVID-19. Despite this, they accepted their situation as necessary to overcome the pandemic and shared the quarantine guidelines of the government and community health centers while actively responding to prevent the spread of COVID-19 under the leadership of their supervisors. However, they were experiencing psychological and emotional burnout in the prolonged pandemic situation. Conclusion: It is considered necessary to help relieve their stress and provide psychological and mental support by adopting a policy to develop and apply comprehensive programs.

• The Journal of the Korea institute of electronic communication sciences
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• v.11 no.11
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• pp.1149-1158
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• 2016

This study aimed to identify correlations among experience of violence, psychosocial stress and exhaustion in emergency medical technicians. In total, 393 emergency medical technicians were participated in the survey using an organized essay-type questionnaire. To determine psychosocial stress and exhaustion factors, a linear regression analysis was performed. In results, psychosocial stress factors were work units, the hope to keeping working in the present department, and verbal violence ($R^2=12.9%$), and the exhaustion factors were hope to keeping working at the present department, work units, and verbal violence ($R^2=14.5%$). In conclusion, it is suggested that strategies to deal with violence against subjects are educational programs to prevent violence and emotional support programs to decrease psychosocial stress, as well measures to improve the emergency rescue environment should be developed.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.21 no.10
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• pp.222-230
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• 2020

This study verified the effect size of related factors through meta-analysis based on master's theses and doctoral dissertations and academic journal papers studied in Korea for the past 10years in relation to the resilience of childcare teachers. The verification results are as follows. First, the overall effect size of the protection factors was large. In addition, the personality factor group was the largest among the protection factor groups, followed by the job characteristic factor group and the organizational attribute factor group. Second, among the protection factors, all the sub-factors except the organizational characteristic factor group-ledger leadership and job characteristic factor group-emotional labor, which showed the medium effect size, showed a large effect size. Third, the overall effect size of the risk factor showed a large effect size. The organizational characteristic factor group-burnout showed a larger effect size than the job characteristic factor group-job stress. In conclusion, this study is meaningful in that it attempted a quantitative integration to examine objective results by integrating the previous studies in relation to the resilience of childcare teachers over the past 20 years. In addition, it is significant that it provided basic data for the development of policies and policy developments to improve the resilience of childcare teachers.

• Journal of Hospice and Palliative Care
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• v.13 no.3
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• pp.161-168
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• 2010

Purpose: This study investigated the Korean social workers’ burn-out factors and personal traits in hospice and palliative care field, and also examined the effect and correlation between their professionality, social support and supervision. Methods: Data (N=46) from 46 social workers working at hospice and palliative care field were collected, and the data were analyzed for the inferential statistics using t-test, ANOVA, correlation and multiple regression with the SPSS 12.0 program. Results: General factors of the burn-out were age and work experience. The effect of the organization environment is greatly dependant on social support and supervision, and the burn-out were protected when workers got an emotional support from their family. For the workers with supervision, the less negative feeling, the better for the burn-out protection. Furthermore, the low burn-out was thought about when professional organization, self regulation, job vocation and autonomy were utilized. Regression analysis needed that the burn-out were protected well when individual autonomy among expertise was guaranteed. As for social support, vertical support was able to protect physical burn-out. Conclusion: The training program for social workers in hospices and palliative care field is essential to reduce and prevent the burn-out. Hospice should be more activated and a training program with up-to-date knowledge and information should be adopted.