• The Journal of the Korea Contents Association
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• v.13 no.12
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• pp.470-483
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• 2013

The purpose of this study is to examine the relationship among the emotional labor, service commitment and customer orientation in hotel service context. Moreover, this study was designed to test the moderating effect of supervisor's emotional intelligence to provide fundamental and practical data for hotel industry. In this study, 4 hypotheses based on literature reviews were employed. A questionnaire was also developed based on previous studies. A convenience sample of 318 hotel employees was surveyed and a total of 297 usable questionnaires were analyzed. Then the data and hypotheses were examined using multiple regression analysis using SPSS 18.0. The results are as follows. Firstly, emotional labor was divided into 'emotional dissonance', 'emotional frequency', 'emotional diversity' and 'emotional intensity' according to the literature review. Analysis showed that emotional labor has partial effects on service commitment accordingly. Secondly, service commitment has positive effect on customer orientation. Thirdly, emotional labor has partial effects on customer orientation. Lastly, supervisor's emotional intelligence has partial moderating effects between emotional labor and customer orientation. Continuous and systematic training should be conducted to administer 'emotional labor'.

• Journal of the Korean Society for Library and Information Science
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• v.48 no.4
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• pp.345-376
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• 2014

This study examined (1) what effect emotional labor has on an university library, focusing on (2) the relationship among a supervisor's emotional intelligence, the extent of social support and the level of library service on job performance. The survey period took place from 14 Oct. to 4 Nov. 2013. 533 librarians at 13 public and 28 private university libraries were included in the survey. Of the 533 surveys distributed, 529 were returned and used in the final analysis. SPSS Win 21.0 was used for statistical analysis, factor analysis, regression analysis and differential analysis. The survey also shows that a librarian's emotional labor affects emotional intelligence of supervisor, social support and library service level positively. This finding is not the case for the employees in the general service industry. Because the librarian is professional and manages stress better than general employees. This research suggest the following practical measures. Educational programs for librarian's emotional intelligence should be planned in order to improve library service.

• The Journal of Asian Finance, Economics and Business
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• v.10 no.2
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• pp.1-14
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• 2023

The purpose of this study is to discover the possible solutions for the problem faced by academicians during online learning by means of employing qualitative and quantitative approaches. Using a qualitative approach, selected academicians were interviewed, and their feedback was transcribed and used to develop the survey instrument. The quantitative research design was later used to determine the most plausible solutions for the problem that could be obtained and implemented by distributing the questionnaire to academicians at a public university. Multiple regression analysis results indicate that work-life conflict and lack of support are the main contributors to academicians' mental and emotional health issues. The study's major findings help higher education institutions craft appropriate strategies to enhance the effectiveness of online teaching and learning by providing the necessary support to the academicians. The study's findings suggest that academicians should separate work and family requirements to concentrate on their job. Furthermore, the immediate supervisor must be considerate in determining the number of tasks, the deadlines, and the assistance required to complete the task. Lastly, academicians must equip themselves with emotional intelligence to cope with stressors.