Browse > Article
http://dx.doi.org/10.12811/kshsm.2017.11.2.017

Influence of Emotional Labor on the Job Stress of the Contact Department in a General Hospital Moderation Analysis of Foundation and Occupation  

Hwang, Kyoung-Il (Department of Public Health Science, Graduate School of Korea University)
Shim, Hyun-Jin (Department of Public Health Science, Graduate School of Korea University)
Rhee, Hyun-Sill (School of Health Policy and Management, College of Health Science, Korea University)
Publication Information
The Korean Journal of Health Service Management / v.11, no.2, 2017 , pp. 17-27 More about this Journal
Abstract
Objectives : The rapidly changing consumer-centric and customer-oriented nature of the medical environment results in significant cognitive load. We aimed to clarify the situation of emotional labor and job stress among hospital employees and seek policies and hospital management for employees' emotions. Methods : The study was conducted through a questionnaire about emotional labor and job stress among 554 individuals working in Seoul, in 9 national, public, and private hospitals. Results : The results of the emotional labor and job stress questionnaire showed statistically significant differences in surface behavior and job stress; both had higher values in employees from the private hospitals than employees from public hospitals. Conclusions : This study found that the stress of emotional labor is a serious problem in government medical institutions. In addition, these institutions need to provide internal customer satisfaction through the hospital ombudsman and harmonize work and healing programs by including plans for improvement.
Keywords
Emotional Labor; Job Stress; Type of Organization; Occupation;
Citations & Related Records
Times Cited By KSCI : 3  (Citation Analysis)
연도 인용수 순위
1 J.K. Yeom, C.Y. Kang(2007), The Critical Factors on Improvement of Medical institution Competitiveness, The Korean Society of Hospital Administration, Vol.12(1);1-30.
2 C.G. Park, J.M. Ahn(2014), A Study on Comparison of Influencing Factors on External Customer Satisfaction of Publicand Non-profit Hospital, Korean Public Health Research, Vol.40(1);41-53.
3 K.J. Ji, C.M. Park, J.R. Lee(2011), A Study of the Effects upon Satisfaction, Intention to Revisit and Perceived Value by Patients through the Quality of Medical Services - Focused on Specialized Hospital and General Hospital, Korean Public Health Research, Vol.37(2);41-56.
4 Y.J. Han, Y.A. Ku, S.S. Ahn(2012), A Study on the Effects of the Internal Marketing Activities of the Employees of Hospital on the Job Satisfaction and the External Customer Orientation, Health Service Management Review, Vol.6(2);21-36.   DOI
5 B.M. Staw, S.G. Barsade(1993), Affect and managerial performance: A test of the sadder-but-wiser vs. happier-and-smarter hypotheses, Administrative Science Quarterly, Vol.38(2):304-331.   DOI
6 S.J. Yoon(2011), The Effect of the General Hospital Nurses' Job Satisfaction on Emotional labor and Response Level of Patients, The chung-Ang Journal of Nursing, Vol.15(-):73-80.
7 Y.J. Lee, MY. Lee, K.S. Bernstein (2013), Effect of Workplace Bullying and Job Stress on Turnover Intention in Hospital Nurses, J. Korean Acad Psychiatr Ment. Health Nurs, Vol.22(2);77-87.   DOI
8 S.H. Kim(2009), Is Salespersons' Service Faked or Authentic?: The Effects of Authenticity Perceived by Customers about Salespersons' Emotional Labor on Service Quality Evaluation, Korea Marketing Review, Vol.24(3);1-33.
9 H.G. Kwon, B.G. Park(2011), The Effects of Surface And Deep Acting of Emotional Labor on Emotional Dissonance And Job Attitudes, Journal of Human Resource Management Research, Vol.18(1);311-325.
10 W.B. Kim, K.Y. Rhee, G.R. Lee (2012), Work Environment and Stress of Emotional Laborers, Korean Journal of Sociology, Vol.46(2);123-149.
11 K.W. Kang, K.J. Kim(2015), A Comparison of Influencing Factors on Job Satisfaction by Occupation at a University Hospital, The Korean Journal of Health Service Management, Vol.9(3);13-30.   DOI
12 K.C. Yoon, M.S. Sohn, M.S. Kim, M.K. Choi(2015), The Comparative Analysis of a Structural Impact of Emotional Labor, Exhaustion, and Customer Orientation of Nurse, Health and Social Welfare Review, Vol.35(4);217-244.   DOI
13 A.R. Hochschild(1979), Emotion work, feeling rules, and social structure, American journal of sociology, Vol.85(3);551-575.   DOI
14 J.A. Morris, D.C. Feldman(1996), The dimensions, antecedents, and consequences of emotional labor, Academy of management review, Vol.21(4);986-1010.   DOI
15 A.A. Grandey(2000), Emotional regulation in the workplace: A new way to conceptualize emotional labor, Journal of occupational health psychology, Vol.5(1);95-110.   DOI
16 Y.W. Woo(2008), The influence of the organizational and job characteristic on the casino employees' the emotional labor and customer orientation, Busines Administration of Hotel, Casino and Convention, Graduate School of Tourism Sciences, Kyonggi: Kyonggi University, pp.1-154.
17 A.R. Hochschild(1983), The managed heart: Commercialization of human feeling, California; Univ. of California Press, pp.1-327.
18 S.M. Kruml, D. Geddes(2000), Exploring the Dimensions of Emotional Labor The Heart of Hochschild's Work, Management communication quarterly, Vol.14(1);8-49.   DOI
19 H.Y. Park(2013), A Study on the Structural Impact of Job Stress on the Organizational Commitment and Customer Oriented Boundary Spanning Behavior of Hospital Employees, Journal of Digital Convergence, Vol.11(11);603-611.   DOI
20 R.M. Baron, D.A. Kenny(1986), The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations, Journal of personality and social psychology, Vol.51(6);1173-1182.   DOI
21 S. Mann, J. Cowburn (2005), Emotional labour and stress within mental health nursing, Journal of psychiatric and mental health nursing, Vol. 12(2);154-162.   DOI
22 M.K. Shin, H.L. Kang(2011), Effects of emotional labor and occupational stress on somatization in nurses", Journal of Korean Academy of Nursing Administration, Vol.17(2);158-167.   DOI
23 S.J. Han, M.S. Kwon, O.S. Yoon, M.Y. Moon(2012), Emotional Labor and Job Stress of Public Health Nurses, Journal of Korean Public Health Nursing, Vol.26(2);314-327.   DOI
24 H.J. Lee, K.N. Jin, H.J. Chung(1995), A Study on Image Difference between University Hospitals and Corporation Hospitals, Korean journal of preventive medicine, Vol.28(4);885-897.
25 S.G. Kim(2009), An Exploratory Study on the Emotional Labor in Pubic Sector: Focused on Street-Level Bureaucrats in the Civil Service System, The Korean Journal of Local Government Studies, Vol.13(1);51-71.