• Journal of the Korea Society of Computer and Information
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• v.21 no.4
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• pp.97-106
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• 2016

The aim of this study is to measure the degrees of emotional labor and to empirically analyze how emotional labor affects individual's stress coping style and psychological burnout. The results were as follows. First, the call center employees were actually experiencing emotional labor and it was shown that the deep acting was higher than the surface acting. Second, the degree of experiencing stress coping style and psychological burnout appeared differently depending on the socio-economic variables of the employee. Third, despite the differences in the direction, there is a correlation between emotional labor, stress coping style, and psychological burnout. Fourth, the characteristics of the employees and emotional labor clearly affected stress coping style and psychological burnout. Therefore, companies will have to provide various psychological treatments and training programs for call center employees, and a change in social awareness, where people take the service industry workers' kindness for granted, is required as well.

• Journal of Korean Academy of Nursing Administration
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• v.17 no.4
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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.

• Journal of the Korean Home Economics Association
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• v.48 no.7
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• pp.23-32
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• 2010

The purpose of the present study was to examine the child care teacher's ego-resilience, emotional labor, and personal characteristics on their burnout. It was expected that the child care teachers would feel less burnout if they have higher ego-resilience and lower emotional labor compared to those with lower ego-resilience and higher emotional labor. A survey was administered to 218 child care teachers in Seoul area using Maslach Burnout Inventory, California Personality Inventory, and Emotional Labor Scale. Data were analyzed with descriptive statistics and multiple regression using SPSS PC program(12.0 version). Major findings were as follows: First, child care teachers' burnout was not so high. Second, teacher's burnout was different depending on their personal factors such as age, marriage, and income. Last, child care teachers' burnout was explained by their emotional labor and egoresilience.

• 지역과문화
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• v.8 no.4
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• pp.1-22
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• 2021

This ethnographic study aimed to understand the emotional labor of traditional performing artists who hide and control their emotions in performances and the components and characteristics of their emotional labor by means of in-depth interviews with traditional performing artists and Giorgi's analysis method. As a result of the analysis, first, the factors that lead to emotional labor of traditional performing artists can be divided into external and internal ones. The external factors arose from expressing various emotions while creating or suppressing their own emotions in an effort to draw out the emotions of the audience. Also, emotional labor occurred depending on the performance place, performance type and audience reaction. The internal factors consisted of the emotional burden experienced due to concerns over mistakes and audience satisfaction as they voluntarily commit themselves to the performance in order to satisfy the audience. Second, complex emotions that remain after the performance sometimes lead to aftereffects of emotional labor. Third, factors of emotional labor that originate from belonging to an organization had an influence, which resulted in their considering job change or resignation. Fourth, emotional labor arises from the specificity of the traditional performing arts field, that is, negative perceptions and unfair internal practices of traditional performing arts. The study showed that traditional performing artists relieve their emotional labor through hobbies and chatting with colleagues, and took the emotional labor as granted, not recognizing that the occupational emotional labor as emotional labor. This study is significant in that it recognized and analyzed traditional performing artists as emotional workers and focused on the emotional labor components of traditional performing artists.

• Korean Journal of Occupational Health Nursing
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• v.25 no.3
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• pp.148-155
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• 2016

Purpose: This study aimed to understand the degree of clinical nurses' emotional labor that they perceive in the relationships with people related to their work. Methods: This study was a descriptive research, and its subjects were 167 nurses in five university hospitals located in B and Y city. The degree of emotional labor was measured with Visual Analogue Scale (VAS). Data were collected from April to May in 2015, and analyzed by descriptive statistics, t-test, ANOVA, $Scheff{\acute{e}}$ and Games-Howell examination. Results: The score of the emotional labor of health care providers and visitors were higher than non-health care providers. Among health care providers, doctors had the highest emotional scores, and fellow nurse and nurses other departments were followed after that. Among visitors in hospital, patients and their family had the higher emotional labor scores than care givers. There was statistically significant difference in the emotional labor, according to the subjects' educational level, age, wages, job position, and working departments. Conclusion: Clinical nurses perceived emotional labor not only from the interaction with patients, but also from the interaction with the various other persons concerned such as health care providers, non-health care providers and visitors.

• Journal of the Korea Society of Computer and Information
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• v.22 no.9
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• pp.171-177
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• 2017

The purpose of this study is to suggest the implications of social welfare workers' understanding of emotional labor and prevention of psychological exhaustion. In order to achieve this goal, I analyzed the effects of the levels of surface acting and deep acting, which are components of emotional labor in social welfare workers in social welfare center, on emotional exhaustion, depersonalization, and lack of sense of personal accomplishment which are components of psychological exhaustion. And I empirically analyzed how emotional labor affects psychological exhaustion, when superior support and fellow support as components of social support play a role as moderating variables. Empirical results show that emotional labor affects psychological exhaustion and social support plays a moderating role. Based on these results, theoretical and policy implications and future research directions are presented.

• The Research Journal of the Costume Culture
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• v.20 no.5
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• pp.664-678
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• 2012

The purpose of this study is to define the relationships among the emotional labor, job satisfaction, and turnover intention of beauty industry workers. The data for this study were collected through a survey, and a total of 197 questionnaires were used in the statistical analysis. The survey items were classified into 4 domains: demographic characteristics, emotional labor, job satisfaction, and turnover intention. This study extracted factors that compose each measurement domain to define the impact of emotional labor on job satisfaction or turnover intention. According to the research results, 3 factors - positive norm, sincere behavior, and emotional incongruity - were extracted for emotional labor. Individual aptitude satisfaction and work environment satisfaction were extracted as the factors for job satisfaction, whereas a single factor was extracted for turnover intention. By analyzing the effect of factors related to the emotional labor of beauty in dustry workers on factors related to job satisfaction, results showed that positive norm positively influenced individual aptitude satisfaction, sincere behavior positively influenced individual aptitude satisfaction and work environment satisfaction, and emotional incongruity negatively influenced individual aptitude satisfaction. Among factors related to emotional labor, positive norm and sincere behavior negatively affected turnover intention, whereas emotional incongruity positively influenced turnover intention. With regard to the effect of job satisfaction on the turnover intention of beauty industry workers, results showed that individual aptitude satisfaction and job environment satisfaction negatively (-) affected turnover intention. The results of this study show that people presenting a high level of individual aptitude satisfaction displayed positive job satisfaction, whereas people showing serious emotional incongruity for work presented high turnover intention. This implies that in order to increase the work efficiency of beauty businesses, it is essential to examine and manage the emotional labor of workers as a measure for increasing job satisfaction and lowering turnover.

• Culinary science and hospitality research
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• v.14 no.2
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• pp.73-85
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• 2008

This study is based on an empirical study on consequences of emotions and emotional labor in the food-service industry. It analyzed the effect of emotional labor on emotions of emotional laborers and the effect of emotional labor on communication skills. Data used for analysis were collected through the questionnaire surveyed on the various samples including employees of family restaurants, Korean restaurants, Chinese restaurants, Japanese restaurants, etc. The result of data analysis indicated that only the efforts for emotional expressions among the factors influenced affirmative emotion(P-value=0.042). It also showed that the factor of the efforts for emotional expressions by researchers had a positive effect on both language communication skills and non-language communication skills(P-value=0.000). This study was valuable in the aspect that emotions and communication skills were first selected as dependent variables of emotional labor and it verified causality between emotional labor and these variables. However, it also has some limitations that its sample size was small and it depended on convenience sampling.

• Journal of East-West Nursing Research
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• v.28 no.2
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• pp.179-189
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• 2022

Purpose: Based on the results of Grandey's Emotion Regulation Process Model and previous studies, this study was conducted to identify the relationship between emotional labor, communication competency, emotional intelligence, social support, and burnout, and to identify factors affecting burnout of nurses in outpatient department. Method: The participants were 190 nurses with more than six months of experience working at the outpatient department of a general hospital in Seoul. Data were collected from April 5 to May 28, 2021, and analyzed using SPSS/WIN 25.0. Results: Significant variables affecting burnout were emotional labor, communication competency, emotional intelligence, education, and total clinical experience. Social support showed a statistically significant negative correlation with burnout, but did not affect burnout. Burnout showed a statistically significant a positive correlation with emotional labor, and showed a negative correlation with communication competency, emotional intelligence and social support. We found a negative correlation between burnout and subjective health status. Emotional labor had a positive effect on burnout. Emotional intelligence, clinical experience for more than 10 years, communication competency, and education for masters or higher negatively affected burnout, respectively. They accounted for 49.2% of the total variance of burnout. Conclusion: Based on the results of this study, it is necessary to reduce emotional labor, one of the major predictors of burnout for outpatient care. In order to prevent emotional labor that results in burnout, an integrated program that improves emotional intelligence and communication competency should be developed.

• Journal of Korean Academy of Nursing Administration
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• v.18 no.3
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• pp.271-280
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• 2012

Purpose: The purpose of this study was to identify the effects of social support and emotional intelligence in the relationship between emotional labor and burnout among clinical nurses. Methods: The sample for this study consisted of 382 nurses from four hospitals located in Seoul or Gyunggi Province. Data were analyzed using frequency, percentage, mean, standard deviation, t-test, ANOVA, Scheff$\acute{e}$ test, Pearson Correlation, Hierarchical Multiple Regression, and Path Analysis. Results: It was found that: (a) emotional labor had a positive effect on burnout, while social support and emotional intelligence had negative effects on burnout; (b) social support and emotional intelligence moderated the relationship between emotional labor and burnout, and (c) social support mediated the relationship between emotional labor and burnout, whereas emotional intelligence did not. Conclusion: The results of the study indicate that high levels of support had a buffering effect and mitigated the negative effects of the emotional labor on burnout. Therefore, strategies to enhance social support for nurses are needed and further research needs to be done to refine this study.