• 패션비즈니스
• /
• 제20권1호
• /
• pp.69-81
• /
• 2016

In this study investigated the effect of emotional labor, emotional exhaustion, and depression on the job-related attitudes. Sample subjects used in this study were salespeople of a fashion shop in Jeollabukdo and Jeollanamdo. Questionnaire data from 160 fashion shop salespeople were analyzed through a reliability analysis, factor analysis, and multiple regression analysis. The results of the study were as follows. First, emotional labor of salespeople was divided into 2 factors, surface acting and deep acting. Second, emotional labor had a significant influence on the emotional exhaustion and depression. Third, the surface acting of emotional labor had a positive influence on the emotional exhaustion and depression; whereas, the deep acting of emotional labor had a negative influence on the emotional exhaustion and depression. Fourth, the surface acting of emotional labor, emotional exhaustion, and depression had a negative influence on job involvement; in addition, the deep acting of emotional labor had a positive influence on job involvement. Fifth, the surface acting of emotional labor, emotional exhaustion, and depression had a positive influence on turnover intention; in addition, the deep acting of emotional labor had a negative influence on turnover intention.

• 한국컴퓨터정보학회논문지
• /
• 제22권9호
• /
• pp.171-177
• /
• 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.

• 한국콘텐츠학회논문지
• /
• 제8권4호
• /
• pp.197-210
• /
• 2008

본 연구는 고객과 직접적인 대면을 하지 않고 전화를 이용하여 감정노동(emotional labor)을 수행하는 콜센터 상담원들의 감정노동의 결과로 표출되는 감정소진(emotional exhaustion)과 이직의도에 영향을 주는 요인을 연구하였다. 본 연구는 감정소진이 직무만족을 저해시켜 이직의도를 높이는 것으로 이직율이 높은 콜센터 운영에서 관리하여야할 중요한 요소라는 것을 실증하였다. 감정소진을 낮추기 위해서는 시간적 압력을 낮추고 업무의 자율성을 부여하여야 하며, 이직의도를 낮추는 위해서는 상사지원이 중요한 요소로 나타났다. 본 연구는 콜센터 운영에 있어서 감정노동이 상담원의 관리에 중요하다는 것을 제시하였다는 데 의의 가 있다.

• 한국컴퓨터정보학회논문지
• /
• 제13권5호
• /
• pp.291-308
• /
• 2008

본 연구는 고객과 직접적인 대면을 하지 알고 전화를 이용하여 감정노동(emotional labor)을 수행하는 콜센터 상담원들의 감정노동의 결과로 표출되는 감정소진(emotional exhaustion)에 영향을 주는 요인을 연구하였다. 본 연구는 감정소진이 직무만족을 저해시켜 이직의도를 높이는 것으로 이직율이 높은 콜센터 경영에서 관리하여야할 중요한 요소라는 것에 대한 실증적인 증거를 제시하였다. 감정소진을 낮추기 위해서는 시간적 압력을 낮추고 업무의 자율성을 부여하여야 하며, 이직의도를 낮추는 위해서는 상사지원이 중요한 요소로 나타났다. 본 연구의 의의는 콜센터 경영에 있어서 감정노동이 상담원의 관리에 중요하다는 것을 제시하였다는 것이다.

• Safety and Health at Work
• /
• 제11권3호
• /
• pp.353-360
• /
• 2020

Background: Urban bus drivers work under conditions that are among the most demanding, stressful, and unhealthy with higher rates of mortality and morbidity as well as absenteeism and turnover. Methods: Drawing on the job demand-resource model, this study investigates the impacts of job characteristics on emotional exhaustion and the effects of emotional exhaustion on job outcomes (including job satisfaction, life satisfaction, organizational commitment, and turnover intention) in the context of bus drivers. Results: Using self-reported survey data collected from a sample of 320 Taiwanese urban bus drivers, results reveal that role overload and work-family conflict (as job demand factors) positively relate to emotional exhaustion, and organizational support (as a job resource factor) is negatively associated with emotional exhaustion. Emotional exhaustion has negative effects on both job satisfaction and organizational commitment. Job satisfaction positively leads to life satisfaction, whereas organizational commitment negatively relates to turnover intention. Conclusion: This study concludes that role overload and work-family conflict as two stressors related to job demands and organizational support as the job resource factor to affect emotional exhaustion which further influence well-being in bus driver context. The moderating effects of both extraversion and neuroticism on the relationship between job demands and emotional exhaustion are evident.

• 한국산업정보학회논문지
• /
• 제20권4호
• /
• pp.89-102
• /
• 2015

본 연구는 중국 백화점 판매원들이 판매과정에서 경험하게 되는 감정노동이 감정소모를 매개로 직무성과와 이직의도에 미치는 영향을 분석하는데 목적이 있다. 이를 위해 일상적 감정노동의 강도가 높은 백화점 판매사원 225명을 대상으로 설문조사를 수행하여 자료를 수집하였고, 구조방정식모형을 활용하여 수집된 자료를 분석하였다. 연구결과, 첫째, 표면행위는 감정소모에 긍정적인 영향을 미치는 것으로 나타났지만, 내면행위는 유의한 영향을 미치지 않는 것으로 나타났다. 둘째, 감정소모는 직무만족에 부정적인 영향을 미치는 반면, 이직의도에는 긍정적인 영향을 미치는 것으로 나타났다. 셋째, 지각된 조직지원은 내면행위가 감정소모에 미치는 정의 관계를 조절하는 것으로 나타났다. 이러한 검증결과를 기반으로 본 연구가 제시하는 이론적 시사점과 실무적 시사점을 논의하였다.

• 유통과학연구
• /
• 제15권2호
• /
• pp.101-109
• /
• 2017

Purpose - Previous studies related to emotional labor of salespeople have mainly focused on identifying the antecedents of emotional exhaustion and turnover intention and exploring the mitigating effects salespeople's motivation on emotional exhaustion and turnover intention. They also demonstrates that there are different roles for moderating in social support, which means mental/physical support related to the job in supervisors, colleagues and organizations. The purpose of this paper is to investigate how service employees' surface acting affect turnover intention through emotional exhaustion. Another important objective of this paper is to investigate whether perceived social support moderates 1) the relationship between surface acting and emotional exhaustion 2) the relationship between emotional exhaustion and turnover intention. Research design, data, and methodology - To test the hypotheses, we collected the data from Korean insurance company sales employees. A total of 235 responses were received, from which 220 usable responses were obtained after list-wise deletion. Working with a sample of 220 responses, structural equation modeling was employed to empirically test research hypotheses(

The relationship between surface acting and emotion exhaustion,

The relationship between emotion exhaustion and turnover intention,

The moderating effect of perceived social support(PSS) on the relationship between surface acting and emotion exhaustion, and

The moderating effect of perceived social support(PSS) on the relationship between emotion exhaustion and turnover intention. SPSS 22.0 and AMOS software were used in these data analysis. Results - The service employees' surface acting was positively related to the emotional exhaustion; in turn, the service employees' feelings on emotional exhaustion are positively related to turnover intention. In addition, Perceived Social Support significantly moderated the relationship between surface acting and emotional exhaustion. However, perceived social support has a non-significant moderating effect on the path from emotional exhaustion to turnover intention. On the basis of these results, the following conclusion can be drawn. First, distribution service companies will be needed the administrative efforts to offer counseling programs and space to provide their members with enough rest in experiencing psychological pain due to the salespeople's surface acting. Also, it is necessary for distribution service companies to identify and share the examples of successfully solving emotional exhaustion caused by salespeople's surface acting.

• The Journal of Asian Finance, Economics and Business
• /
• 제9권6호
• /
• pp.331-341
• /
• 2022

Through emotional exhaustion, this study empirically tests followers' behavioral responses to autocratic leaders. The current research focuses on effects caused by despotic leadership on followers' emotional exhaustion, which leads to employee outcomes such as interpersonal deviances and indirect aggression. The association between despotic leadership and results (employee interpersonal deviance and indirect violence) is investigated in this study. In this study, emotional exhaustion is used as a mediator. Furthermore, negative affectivity is used as a moderator between despotic leadership and emotional exhaustion. A time-lagged framework is employed with a sample of 255 respondents. Age, qualification, marital status, gender, grade, type of organization, department, and job experience are among the eight demographical questions in this study. After evaluating the data for normality, correlation analysis was performed, followed by moderation and mediation analysis. The current study explores the link between despotic leadership and emotional exhaustion among followers, arguing that a despotic leader will leave followers exhausted at work. Emotional exhaustion was also linked to interpersonal deviances, such as indirect aggression, in a significant and positive way. Employee outcomes, such as interpersonal deviances and indirect aggressiveness through emotional exhaustion, will be influenced by a despotic leader, according to the findings.

• 한국식품조리과학회지
• /
• 제30권1호
• /
• pp.84-91
• /
• 2014

The purpose of this study was to identify the effects of emotional labor on emotional exhaustion among school dietitians according to the level of their self-efficacy. A survey was administered on 300 school dietitians during September 2012 and a total of 277 usable questionnaires were received. The data were analyzed by using the SPSS 18.0 package program. As a result of principal factor analysis for validity test, 26 variables were classified into one factor for self-efficacy, three factors for emotional labor and one factor for emotional exhaustion with a total variance percentage of 67.371%. Internal consistency was estimated by Cronbach's alpha, which yielded reliability coefficients of 0.922 (self-efficacy), 0.916 (emotional display), 0.806 (surface acting), 0.808 (deep acting) and 0.850 (emotional exhaustion). Subjects were segmented into 2 groups of 'high self-efficacy' (n = 159) and 'low self-efficacy' (n = 118) according to the cluster analysis for self-efficacy variables. The 'high self-efficacy' group exhibited higher education(p < 0.01) and served less lunch meals than other groups (p < 0.05). According to multiple regression analysis, the emotional display proved to be significantly and positively related to emotional exhaustion (${\beta}$=0.319, p<0.001) in high self-efficacy group. However both emotional display (${\beta}$=0.233, p<0.05) and surface acting (${\beta}$=0.262, p<0.01) were positively related to emotional exhaustion in the low self-efficacy group. These results suggest that school dietitians should be more aware of their self-efficacy to relieve the effects of the emotional labor on emotional exhaustion.

• 웰빙융합연구
• /
• 제4권1호
• /
• pp.1-10
• /
• 2021

Purpose: The study sought to uncover the effect of emotional labour strategies (surface acting and deep acting) on job satisfaction and emotional exhaustion. The study also purposed to analyse the moderating effect of organisational support (supervisory support and co-worker support) and the role of gender on emotional labour connotations. Research design, data and methodology: A conceptual framework was developed using extant literature which led to the examination of deep acting and surface acting, which are the two main strategies of emotional labour. The outcome variables were emotional exhaustion and job satisfaction. Data was collected from front line employees of banks and was analysed using SEM-AMOS version 21. Results: It was revealed, in this study, that surface acting is inversely related to job satisfaction and positively related to emotional exhaustion, whereas deep acting was positively related to job satisfaction and inversely related to emotional exhaustion. The roles of gender and organisational support were also confirmed. Conclusions: The study therefore concluded that deep acting is the most ideal strategy of emotional labour as it leads to job satisfaction and reduced emotional exhaustion. Surface acting is a harmful emotional labour strategy.