• Title/Summary/Keyword: Work orientation

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Effect of Nurses' Emotional Labor on Customer Orientation and Service Delivery: The Mediating Effects of Work Engagement and Burnout

  • Han, Sang-Sook;Han, Jeong-Won;Kim, Yun-Hyung
    • Safety and Health at Work
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    • v.9 no.4
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    • pp.441-446
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    • 2018
  • Background: The emotional labor performed by organization members affects psychological well-being at the individual level, which consequently affects results at the organizational level. Moreover, despite evidence that the customer orientation and service level of nurses greatly affect hospital management, studies that comprehensively analyze emotional labor, work burnout, and work engagement related to customer orientation and service level are lacking. This study investigated relationships and paths by designing a model of the effect of emotional labor performed by nurses on the level of service delivery and customer orientation. Methods: This survey-based study was based on a path analysis designed to verify a hypothesized model involving emotional labor performed by nurses, level of service delivery, customer orientation, work engagement, and burnout. Questionnaires were distributed to 378 nurses in general hospitals with more than 500 beds located in Seoul, Republic of Korea, between March 25 and April 8, 2013. Results: The results showed that deep acting and work engagement had direct and indirect effects on increasing the level of service delivery and customer orientation of nurses. However, surface acting had an indirect effect on reducing the level of service delivery and customer orientation. Conclusion: It would be more effective to develop interventions to enhance deep acting and work engagement than to attempt to reduce surface acting and work burnout in clinical nursing settings.

Influence of Work-family Related Values on Work-family Conflict and Facilitation: Focused on Married Working Woman (한국 기혼여성근로자의 일-가정 양립 관련 가치관이 일-가정 갈등 및 촉진에 미치는 영향)

  • Sohn, Young-Mi;Park, Cheong-Yeul
    • The Journal of the Korea Contents Association
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    • v.15 no.7
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    • pp.203-215
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    • 2015
  • This article was aimed to investigate the effects of 'values related to work-family balance' on work-family conflict and facilitation. Participants were 311 married working women, who were in the thirties fifties. The major findings of this study were as follows. First, work-orientation and extrinsic work value had significant positive influence on work-family conflict. Second, in addition that both of work-orientation and family-orientation had positive effect on work-family facilitation, it was revealed that family-orientation showed moderating effect on work-orientation and work-family facilitation. Third, the variance of independent variables on work-family facilitation was twice as much as on work-family conflict. These results indicated that 'values related to work-family balance' were important factors as well as were worthy of notice when it comes to work-family facilitation.

Effects of Work Environment, Organizational Culture and Demands at Work on Emotional Labor in Nurses (간호근무환경, 조직문화유형, 업무의 양과 속도가 간호사의 감정노동에 미치는 영향)

  • Lee, Ji Yun;Nam, Hye Ri
    • Journal of Korean Academy of Nursing Administration
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    • v.22 no.2
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    • pp.119-128
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    • 2016
  • Purpose: The purpose of this study was to investigate the relationship among work environment of nursing, nursing organizational culture, demands at work and the emotional labor in clinical nurses. Methods: A convenience sample of 241 registered nurses was obtained from two hospitals. Data were collected by a self-administered questionnaire during December, 2014. 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 $3.36{\pm}0.48$, for work environment of nursing, $2.44{\pm}0.36$, and for innovational-orientation, $2.95{\pm}0.56$: Relation-orientation, $3.34{\pm}0.62$, Task-orientation, $2.95{\pm}0.53$, and hierarchy-orientation, $3.41{\pm}0.49$, The score for quantitative demands was $3.02{\pm}0.56$, and for work pace, $3.76{\pm}0.76$. In multivariate analysis, factors related to emotional labor were work environment of nursing, innovational-orientation and work pace. Conclusion: Findings from this study indicate the need to evaluate and improve the work environment for nurses to decrease emotional labor.

A Study on the Preferable Motivation Types in Science Learning of the Secondary School Students (과학 학습시 중.고등학생들이 선호하는 동기 유형에 관한 연구)

  • Kim, Jung-Seok;Kwon, Hye-Lyun;Chang, Nam-Kee
    • Journal of The Korean Association For Science Education
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    • v.16 no.4
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    • pp.477-485
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    • 1996
  • The purpose of this study was to identify the preferable motivation types in science-learning and to find out the relationship between these types and scientific achievement of students in the secondary school. The subjects of the study were the second grade 581 students sampled by random cluster sampling method in three middle schools and three high schools. Three motivation types in science learning were analyzed, and they were named to task-orientation, ego-orientation and work-avoidance. From our results, secondary school students preferred task-orientation and work-avoidance to ego-orientation. In the case of task-orientation, high school students, especially in male group, had much preferable tendency than that of middle school students (p<0.001). It is interpreted that, as the level of scientific content of texts or the cognitive level of students were higher, a preference for the motivation type was focused to the task-orientation, especially in male group. In the case of ego-orientation, the female group showed much preferable tendency than that of male group in middle school (p<0.05). However, the female group in high school students was not different from the other groups in this motivation type. In the case of work-avoidance, there were not only a significant difference between males and females in the middle school (p<0.001), but also difference between middle and high school students in female group (p<0.05). It showed that female group had much preferable tendency than that of male group, and this tendency was decreased to the higher grade students in secondary school. From the analysis of correlation between motivation types and scientific achievement, task-orientation and work-avoidance were correlated to the scientific achievement. Its results were interpreted that the scientific achievement could be accomplished by the external motivation stimulus as well as the scientific content of texts. The task-orientation were comparatively correlated to the intelligence quality. It means that the students having high intelligence quality showed much preferable for the task-orientation.

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A Study on Relations between Dental Technicians' Organizational Culture and Job Satisfaction (치과기공사의 조직문화와 직무만족도간의 관계연구)

  • Nah, Jung-Sook;Yoo, Nak-Kuen
    • Journal of Technologic Dentistry
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    • v.29 no.2
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    • pp.181-196
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    • 2007
  • The purpose of this study is to investigate relations between the organizational culture and job satisfaction of ordinary dental technicians who are serving at dental laboratories. Findings of the study are summarized as follows. Ordinary dental technicians' job satisfaction as a whole was measured 3.40 in average score. In detail, those dental technicians were highest in satisfaction about their work, followed by their work conditions, organizational relations and occupation itself in order, but showed some dissatisfaction in terms of their self-realization. Regarding relations between the organizational culture and job satisfaction of ordinary dental technicians, the former was found significantly affecting the latter. Those dental technicians' job satisfaction was being most positively influenced by innovation-orientation as one of their organizational culture styles, followed by task-orientation. In regard to relations between sub-areas of the satisfaction and styles of the culture, ordinary dental technicians' organizational relations were being significantly, positively affected by such styles of their organizational culture as relation-orientation and task-orientation. Those technicians' occupational satisfaction, self-realization and work conditions were being strongly influenced by one of their organizational culture styles, that is, innovation-orientation. Originary dental technicians' work satisfaction was not being significantly affected by any of the organizational culture styles. The more relation- or task-orienting ordinary dental technicians were in organizational culture, the stronger their organizational relations were. The more innovation-orienting ordinary dental technicians were in organizational culture, the more those dental technicians' satisfaction regarding their occupation, self-realization and work conditions is likely to positively change. These findings indicate that ordinary dental technicians are even more orienting both relation and task in organizational culture, while being afraid of innovation and that their organizational culture as a whole is somewhat strict hierarchically.

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The Relationships among the Service Education Satisfaction, Service Involvement, and Customer Orientation of Hospital Employees (의료기관 종사자의 고객접점 (MOT)서비스교육만족도, 고객지향성 및 서비스몰입 간의 관계)

  • Lee, Seung-Hee;Choi, Yeon-Hee
    • Korean Journal of Occupational Health Nursing
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    • v.20 no.3
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    • pp.337-345
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    • 2011
  • Purpose: This study was conducted to evaluate the relationships among the service education satisfaction, service involvement, and customer orientation of hospital employees after yearly-planned MOT service education. Methods: The data collection was done through the questionnaire survey in a university hospital located in D city from March 15 to 31, 2010. The statistical analysis was done by SPSS/WIN 18.0 program. Results: The enrolled employees were two hundred and seventy six. Among the characteristics of employees, adequate work load, good payment, reasonable promotion system, suitability of work aptitude and good relationships with staff improved the service education satisfaction, customer orientation, and service involvement of hospital employees. For the customer orientation, old age and lower educational background were positive factors. The correlations among the service education satisfaction, customer orientation, and service involvement of hospital employees were significant. The factors that affect customer orientation and service involvement were found to be age, suitability of work aptitude and service education satisfaction. Conclusion: In conclusion, customer orientation and service involvement were related with the satisfaction of employees for working condition and service education. In terms of good medical service quality, plans for maintaining adequate working environment and systematic service education should be established.

Relationships Among Employees' IT Personnel Competency, Personal Work Satisfaction, and Personal Work Performance: A Goal Orientation Perspective (조직구성원의 정보기술 인적역량과 개인 업무만족 및 업무성과 간의 관계: 목표지향성 관점)

  • Heo, Myung-Sook;Cheon, Myun-Joong
    • Asia pacific journal of information systems
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    • v.21 no.4
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    • pp.63-104
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    • 2011
  • The study examines the relationships among employee's goal orientation, IT personnel competency, personal effectiveness. The goal orientation includes learning goal orientation, performance approach goal orientation, and performance avoid goal orientation. Personal effectiveness consists of personal work satisfaction and personal work performance. In general, IT personnel competency refers to IT expert's skills, expertise, and knowledge required to perform IT activities in organizations. However, due to the advent of the internet and the generalization of IT, IT personnel competency turns out to be an important competency of technological experts as well as employees in organizations. While the competency of IT itself is important, the appropriate harmony between IT personnel's business capability and technological capability enhances the value of human resources and thus provides organizations with sustainable competitive advantages. The rapid pace of organization change places increased pressure on employees to continually update their skills and adapt their behavior to new organizational realities. This challenge raises a number of important questions concerning organizational behavior? Why do some employees display remarkable flexibility in their behavioral responses to changes in the organization, whereas others firmly resist change or experience great stress when faced with the need to alter behavior? Why do some employees continually strive to improve themselves over their life span, whereas others are content to forge through life using the same basic knowledge and skills? Why do some employees throw themselves enthusiastically into challenging tasks, whereas others avoid challenging tasks? The goal orientation proposed by organizational psychology provides at least a partial answer to these questions. Goal orientations refer to stable personally characteristics fostered by "self-theories" about the nature and development of attributes (such as intelligence, personality, abilities, and skills) people have. Self-theories are one's beliefs and goal orientations are achievement motivation revealed in seeking goals in accordance with one's beliefs. The goal orientations include learning goal orientation, performance approach goal orientation, and performance avoid goal orientation. Specifically, a learning goal orientation refers to a preference to develop the self by acquiring new skills, mastering new situations, and improving one's competence. A performance approach goal orientation refers to a preference to demonstrate and validate the adequacy of one's competence by seeking favorable judgments and avoiding negative judgments. A performance avoid goal orientation refers to a preference to avoid the disproving of one's competence and to avoid negative judgements about it, while focusing on performance. And the study also examines the moderating role of work career of employees to investigate the difference in the relationship between IT personnel competency and personal effectiveness. The study analyzes the collected data using PASW 18.0 and and PLS(Partial Least Square). The study also uses PLS bootstrapping algorithm (sample size: 500) to test research hypotheses. The result shows that the influences of both a learning goal orientation (${\beta}$ = 0.301, t = 3.822, P < 0.000) and a performance approach goal orientation (${\beta}$ = 0.224, t = 2.710, P < 0.01) on IT personnel competency are positively significant, while the influence of a performance avoid goal orientation(${\beta}$ = -0.142, t = 2.398, p < 0.05) on IT personnel competency is negatively significant. The result indicates that employees differ in their psychological and behavioral responses according to the goal orientation of employees. The result also shows that the impact of a IT personnel competency on both personal work satisfaction(${\beta}$ = 0.395, t = 4.897, P < 0.000) and personal work performance(${\beta}$ = 0.575, t = 12.800, P < 0.000) is positively significant. And the impact of personal work satisfaction(${\beta}$ = 0.148, t = 2.432, p < 0.05) on personal work performance is positively significant. Finally, the impacts of control variables (gender, age, type of industry, position, work career) on the relationships between IT personnel competency and personal effectiveness(personal work satisfaction work performance) are partly significant. In addition, the study uses PLS algorithm to find out a GoF(global criterion of goodness of fit) of the exploratory research model which includes a mediating variable, IT personnel competency. The result of analysis shows that the value of GoF is 0.45 above GoFlarge(0.36). Therefore, the research model turns out be good. In addition, the study performs a Sobel Test to find out the statistical significance of the mediating variable, IT personnel competency, which is already turned out to have the mediating effect in the research model using PLS. The result of a Sobel Test shows that the values of Z are all significant statistically (above 1.96 and below -1.96) and indicates that IT personnel competency plays a mediating role in the research model. At the present day, most employees are universally afraid of organizational changes and resistant to them in organizations in which the acceptance and learning of a new information technology or information system is particularly required. The problem is due' to increasing a feeling of uneasiness and uncertainty in improving past practices in accordance with new organizational changes. It is not always possible for employees with positive attitudes to perform their works suitable to organizational goals. Therefore, organizations need to identify what kinds of goal-oriented minds employees have, motivate them to do self-directed learning, and provide them with organizational environment to enhance positive aspects in their works. Thus, the study provides researchers and practitioners with a matter of primary interest in goal orientation and IT personnel competency, of which they have been unaware until very recently. Some academic and practical implications and limitations arisen in the course of the research, and suggestions for future research directions are also discussed.

Sex Role Orientation and the Household Work Time of Husbands and Wives in Seoul and Taejon (서울시와 대전시 거주 부부의 성역할태도와 가사노동시간)

  • 차성란
    • Journal of the Korean Home Economics Association
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    • v.36 no.5
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    • pp.137-150
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    • 1998
  • The purpose of this study was to examine the effect of sex role orientation on the amount of household work time by husbands and wives in Seoul and Taejon. The data were collected from 100 couples in Seoul and 142 in Tadjon. The Major finding were as follows: 1. Taejon did not differed from Seoul in sex role orientation of the couples. 2. Sex role orientation of wife was related to the amount of time that husband spent on meal preparation and cleanup, clothing care, and child care. 3. Total household work time by husbands in Taejon was affected by the sex role orientation of himself, but the couples in Seoul and the wife in Taejon was not.

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The Effect of Managerial Support Factors on Customer Orientation and Performance for CRM Realization -Focused on Commercial Banks- (CRM 구현을 위한 경영지원요인이 고객지향성 및 성과에 미치는 영향 - 은행을 중심으로 -)

  • Oh, Jae Sin;Chung, Gi Han
    • Journal of Korea Society of Digital Industry and Information Management
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    • v.6 no.1
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    • pp.181-195
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    • 2010
  • This study intends to find the empirical relationship between influential factors of CRM realization and performance. The purpose of this study is to analyze effect of managerial support factors on customer orientation, work performance, and customer performance in the banking institutions. First, it is analyzed to find what kind of effects the major factor of CRM system may have on customer orientation. Then, the impacts of the customer orientation on the performance are to be analyzed. Lastly, it is analyzed that the work performance affects the customer performance.

The Mediating Effects of Positive Psychological Capital on the Relationship between Small Business Enterpreneur's Learning Goal Orientation and Work Engagement (소상공인의 학습목표지향성과 업무열의 관계에서 긍정심리자본의 매개효과)

  • Lee, Hyung Woo;Kim, Man Soo;Kim, Jung Won
    • Journal of Convergence for Information Technology
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    • v.11 no.8
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    • pp.151-159
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    • 2021
  • The purpose of this study was to examine the mediating effects of Positive Psychological Capital on the relationship between Small Business Enterpreneur's Learning Goal Orientation and Work Engagement. In order to achieve the purpose of research, the survey results of 300 small business Enterpreneurs who participated in the K-BIZ's Small Business Enterpreneurs Support Program were used for analysis. The collected data were analyzed using frequency analysis, reliability analysis, confirmatory factor analysis, descriptive statistical analysis, correlation analysis and structural equation model. The results of this study were as follows: First, learning goal orientation of small business enterpreneurs had positive effect on positive psychological capital. Second, positive psychological capital of small business enterpreneurs had positive effect on work engagement. Third, positive psychological capital of small business enterpreneurs had full mediating effect on the relationship between learning goal orientation and work engagement. Based upon these results, several suggestions were suggested to promote small business enterpreneurs' learning goal orientation, work engagement, and positive psychological capital.