Browse > Article
http://dx.doi.org/10.5720/kjcn.2011.16.5.592

The Effects of Individual Emotional Characteristics on Emotional Labor of School Dietitians  

Cho, Woo-Jong (Yeonga Elementary School)
Yang, Il-Sun (Department of Food and Nutrition, Yonsei University)
Choi, Hang-Sok (Department of Business Administration, Dongduk Women's University)
Lee, Hae-Young (Department of Food and Nutrition, Sangji University)
Publication Information
Korean Journal of Community Nutrition / v.16, no.5, 2011 , pp. 592-601 More about this Journal
Abstract
The purpose of this study was to identify the effect of individual emotional characteristics (empathetic concern and emotional contagion) on emotional labor (frequency of emotional display, intensity and variety of emotional display, surface acting, and deep acting) of school dietitians. Data was collected through a questionnaire survey of 309 school dietitians and then analyzed statistically by SPSS 18.0 package program. The results of this study were as follows: empathetic concern (3.93) occurred more often than emotional contagion (3.22) in school dietitians. The older (p < 0.001) and more experienced (p < 0.01) they were, the higher empathetic concern they had. It showed that married dieticians (p < 0.001), nutrition teachers (p < 0.01), and dieticians who were working in elementary schools (p < 0.01) had a higher rate of empathetic concern than single dieticians, non-nutrition teachers, and dieticians who were working in middle and high schools, respectively. Their level of emotional labor was the highest in deep acting (3.32), followed by surface acting (3.28), frequency (3.12), intensity and variety (3.09). According to multiple regression analysis, emotional contagion proved to be strongly significant and positively related to frequency of emotional display (${\beta}=0.257$, p < 0.001). Both empathetic concern (${\beta}=0.117$, p < 0.05) and emotional contagion (${\beta}=0.162$, p < 0.01) were positively related to intensity and variety of emotional display, and empathetic concern (${\beta}=0.173$, p < 0.01) had also an effect on deep acting. These results suggested that the emotional labor of school dietitians should be managed on the organizational viewpoint, not a personal matter.
Keywords
individual emotional characteristics; emotional labor; surface acting; deep acting; school dietitian;
Citations & Related Records
Times Cited By KSCI : 4  (Citation Analysis)
연도 인용수 순위
1 Leidner R (1993): Fast food, fast talk: Service work and the routinization of everyday life. University of California Press, Berkeley, pp.220-227
2 Liu Y, Hochwater W, Kacmar C (2004): Dispositional antecedents and consequences of emotional labor at work. J Leadersh and Organ Stud 10(4): 12-25   DOI
3 Liu Y, Prati LM, Perrewe PL, Ferris GR (2008): The relationship between emotional resources and emotional labor. J Appl Soc Psychol 38(10): 2410-2439   DOI   ScienceOn
4 Diefendorff JM, Grosserand RH (2003): Understanding the emotional labor process: A control theory perspective. J Organ Behav 24(8): 945-959   DOI   ScienceOn
5 Grandey AA (2000): Emotion regulation in the workplace: A new way to conceptualize emotional labor. J Occup Health Psychol 5(1): 95-110   DOI
6 Goffman E (1959): The presentation of self in everyday life. The overlook press, New York, p.309
7 Hatfield E, Caccioppo JT, Rapson RL (1994): Emotional contagion. Cambridge University Press, Cambridge, p.5
8 Hess U, Blairy S, Philippot P (1998): Facial reactions to emotional facial expressions: Affect or cognition? Cogn Emot 12(4): 509-531   DOI   ScienceOn
9 Hochschild AR (1983): The managed heart: Commercialization of human feeling. University of California Press, Berkeley, p.7
10 James N (1989): Emotional labour: Skill and work in the social regulation of feelings. Sociol Rev 37(1):15-42   DOI
11 Jung HY, Kim HA, Yang IS (2007): Verification on the effectiveness of emotional leadership of branch managers on organizational performance in contracted foodservice company : Through the construction of a structural equation model. J Korean Home Econ Assoc 45(4): 109-120
12 Choi HS, Lim HC, Jeong MG (2008): The determinants of employees' emotional labor in call centers. Korean Corp Manag Rev 15(2): 53-68
13 Choo HJ, Kim HS, Jun DG (2010): The effect of a salesperson's affectivity and the performance stressor on emotional labor at the department stores. J Korean Soc Clothing Textiles 34(3): 411-423   DOI
14 Chu KHL (2002): The effects of emotional labor on employee work outcome. Ph.D thesis, Virginia Polytechnic Institute and State University, pp.149-154
15 Ashforth BE, Humphrey RH (1993): Emotional labor in service roles: The influence of identity. Acad Manage Rev 18(1): 88-115
16 Davis MH (1983): Measuring individual differences in empathy: Evidence for a multidimensional approach. J Pers Soc Psychol 44(1): 113-126   DOI
17 Davis MH, Mitchell KV, Hall JA, Lothert J, Snapp T, Meyer M (1999): Empathy, expectations, and situational preferences: Personality influences on the decision to participate in volunteer helping behavior. J Pers 67(3): 469-503   DOI   ScienceOn
18 Brotheridge CM, Lee RT (2003): Development and validation of the emotional labor scale. J Occup Organ Psychol 76(3): 365-379   DOI   ScienceOn
19 Choi HS, Kim OH, Lim HC (2006): The effects of job characteristics and individual emotional characteristics to emotional labor in the service industry. Daehan J Bus 19(5): 1943-1966
20 Adelmann PK (1995): Emotional labor as a source of job stress. In Sauter SL & Murphy LR (Eds.) Organizational risk factors for job stress, American Psychological Association, Washington DC, pp.371-381
21 Mills T, Kleinman S (1988): Emotions, reflexivity, and action: An interactionist analysis. Soc Forces 66: 1009-1027
22 Trougakos JP, Beal DJ, Green SG (2008): Making the break count: An epsodic examination of recovery activities, emotional experiences, and positive affective displays. Acad Manage J 51(1): 131-146   DOI   ScienceOn
23 Verbeke W (1997): Individual differences in emotional contagion of salespersons: Its effect on performance and burnout. Psychol Mark 14(6): 617-636   DOI   ScienceOn
24 Martin SE (1999): Police force or police service? Gender and emotional labor. Ann Am Acad Pol Soc Sci 561(1): 111-126   DOI   ScienceOn
25 Mehrabian A, Epstein N (1972): A measure of emotional empathy. J Pers 40(4): 535-543
26 Miller KI, Stiff JB, Ellis BH (1988): Communication and empathy as precursors to burnout among human service workers. Commun Monogr 55(3): 250-265   DOI
27 Morris JA, Feldman DC (1996): The dimensions, antecedents, and consequences of emotional labor. Acad Manage Rev 21(4): 986-1010.
28 Thoits PA (1989): The sociology of emotions. Annu Rev Sociol 15: 317-342   DOI   ScienceOn
29 Park DS, Chun MG, Chung SH (2005): A conceptualization and antecedents of emotional labor. J Organ Manag 29(4): 133-167
30 Park SE (2009): The effects of emotional dissonance on the employee's job attitudes and the moderating role of job autonomy and social supports. Korean Manag Rev 38(2): 379-405
31 Kim HA (2010): Contribution of emotional labor to job stress of dietitians in school foodservice. Korean J Food Cookery Sci 26(1): 41-53
32 Kim HA, Jung HY (2007): A verification on the effectiveness of middle managers' emotional leadership in foodservice management companies. J Korean Soc Food Sci Nutr 36(4): 488-498   DOI
33 Kim MJ (2006): A comparative study of the consequences of emotional labor between Korea and USA : Focused on the relationship between the hotel employees' emotional labor and their job stress. J Hotel Adm 15(1):35-67
34 Kim SP (2007): The effects of individuals' characteristics, interaction characteristics, and control mechanisms on emotional labor strategies. Korean Manag Rev 36(2): 355-384
35 Kruml SM, Geddes D (2000): Exploring the dimensions of emotional labor: The heart of Hochschild's work. Manag Commun Q 14(1): 8-49   DOI   ScienceOn
36 Kuenz J (1995): Working at the rat. In: Fish S, Jamerson F, eds. Inside the mouse: Work and play at Disney World, Duke University Press, Durham, NC, pp.110-162