Browse > Article
http://dx.doi.org/10.12811/kshsm.2016.10.3.173

The Influence of Job Stress of Care Workers on Customer Orientation -The Moderation Effect of Self-Perceived Health Level-  

Lee, Gyu-Hee (Department of Health Care Administration, Kosin University)
Cho, Kyoung-Won (Department of Health Care Administration, Kosin University)
Publication Information
The Korean Journal of Health Service Management / v.10, no.3, 2016 , pp. 173-184 More about this Journal
Abstract
Objectives : This research analyzed the general characteristics of care workers and verified the correlation among self-perceived health, job stress and customer orientation. Methods : We conducted a survey from May 1st, to May 31st, 2015 of 260 care workers who are affiliated with elderly care facilities or home care facilities in Busan, Korea. Results : The more the workers were stressed about their organizational culture, the more they recognized psychological difficulties. However, there was no correlation between organizational culture and their tendency to be oriented toward customers. It was verified that the recognized psychological health has a positive regulation effect between customer orientation and job stress such as job skill requirement(p<0.01), job autonomy(p<0.01), and organizational culture(p<0.01). Conclusions : Because both suppliers and recipients of care services are aging, it is necessary for elderly care facilities to make a greater effort to minimize the physical and psychological losses of recipients.
Keywords
Care Workers; Job Stress; Customer Orientation; Self-Perceived Health;
Citations & Related Records
Times Cited By KSCI : 3  (Citation Analysis)
연도 인용수 순위
1 J.W. Shin(2015), Comparison Analysis regarding Job stress and Job Satisfaction form Treatment Care Giver Caring for 3rd level seniors with Dementia and 1st level bedridden seniors, Doctoral dissertation of Myongji University, p.40.
2 H.H. Kim(2013), Mediating and Moderating effects of organization supports on the Job behavior of care workers and the quality of service, Doctoral dissertation of Uiduk University, pp.52-101.
3 S.J. Chang, S.B. Koh, D. Kang, S.A. Kim, M.G. Kang, C.G. Lee, J.J. Chung, J.J. Cho, M. Son, C.H. Chae, J.W. Kim, J.I. Kim, H.S. Kim, S.C. Roh, J.B. Park, J.W. Woo, S.Y. Kim, J.Y. Kim, M. Ha, J. Park, K.Y. Rhee, H.R. Kim, J.O. Kong, I.A. Kim, J.S. Kim, J.H. Park, S.J. Huyun, D.K. Son(2005), Developing an Occupational Stress Scale for Korean Employees, The Korean journal of occupational and environmental medicine, Vol.17(4);297-317.
4 Y.S. Lee(2014), An Exploratory Mixed Study on the Effect of Yoga Therapy for Mind and Body with regards to Physical Health and Job Stress for Social Workers, Doctoral dissertation of Seoul University of Buddhism, p.223.
5 J.H. Lim, J.M. Bae, S.S. Choi, etc(1996), The validity of modified korean-translated BEPSI as instrument of stress measurement in outpatient clinic, Korean Journal of Family Medicine, Vol.17(1);42-49.
6 G.D. Ko(2010), The Effect of Elderly's Participation in Health Promotion Programs on Life Satisfaction, Self-Esteem, Stress, and Mental Health, Master dissertation of Education Sunchon National University, p.28.
7 D.S. Kim(2006), Korean Occupational Stress Scale, Korea Occupational Safety & Health Agency, p.3.
8 M.E. Brown(2002), Identifications and Some conditions of Organizational Involvement, Administrative Science Quarterly, pp.437-442.
9 H.J. Lim, H.J. Kim(2015), Gender Statistics in Busan, Busan Women and Family Development Institute, pp.71-86.
10 S.R. Dhaini, F. Zuniga, D. Ausserhofer, M. Simon, R. Kunz, G.S. De, R. Schwendimann(2016), Care workers health in Swiss nursing homes and its association with psychosocial work environment; A cross-sectional study, International Journal of Nursing Studies, Vol.53;105-115.   DOI
11 G.H. Lee, C.S. Oh, K.W. Cho(2015), Difference of Organizational Health and Customer Orientation by the Subject of the Hospital Management, The Korean journal of health service management, Vol.9(3);69-79.   DOI
12 J.H. Kim, M.L. Han, Y.S. Kim, J.S. Kim, S.O. Nam, M.S. Song, J.W. Lee, N.J. Lee(2010), Psycho-Social Well-being, Health Perception and Behavior among Clinical Nurses, Journal of Korean academy of nursing administration, Vol.16(1);26-36.   DOI
13 B.L. Bae, M.W. Lee(2016), The Influences of Customer Orientation of Service Providers on Relationship Quality and Repurchase Intentions : Applied on Health - Care Service, ASIA MARKETING JOURNAL, Vol.3(2);20-40.
14 A.V. Trotsenburg(2015), Live Long and Prosper Aging in East Asia and Pacific, Public Disclosure Authorized, pp.81-83.
15 D.S. Kim(2010), A Study on Elderly Nursing Home Worker's Perception of Elderly Human Rights Violations, Master dissertation of Urban Science of Seoul, p.4.
16 N.S. Shin(2014), An Influence on Job Changing Intention by Working Stress for Home Care Workers - focused on the mediate effect of working satisfaction, Doctoral dissertation of Catholic University of Daegu, pp.2-82.
17 S.S. Kim(2011), The Job of Satis faction Effect factors of Care Service Provider, Master dissertation of The Catholic University, p.24.
18 S.H. Jeong(2011), The Relationship of Health perception, Job stress and Job satisfaction of Care givers, p.50.
19 M.O. Jung(2010), A Study on Influence of Carer's Job Satisfaction on Service Quality in the Senior Sanatorium Establishments, Master dissertation of Daegu University Gyeongbuk, p.54.
20 H.J. Lim(2013), Nursing Activity, Job Stress, and Job Satisfaction of Nurses in Community Mental Health Facilities, The Journal of digital policy &management, Vol.11(12);507-513.
21 M.J. Kwak(2013), A Study on Influence Factors for Satisfaction and Service Quality of Care Nurses in Corporate and Private Long Term Care Facilities in the Metropolitan area.-Focused on Education, Job Stress and Work Environment Factors, Doctoral dissertation of Sang Myoung University, p.190.
22 K.J. Kim(2009), The effect on work stress in service quality taken by care providers in elderly care facilities - Focusing on the mediating effect of work satisfaction, Master dissertation of Chungbuk National University, pp.65-66.