Browse > Article
http://dx.doi.org/10.5934/kjhe.2014.23.5.773

The effects which work events were experienced by employees on the service quality in local healthy family support center: mediating effect of affective reaction and job satisfaction  

Shin, Yong Seok (Dept. of Social Welfare for Sungkyunkwan Graduate School)
Kang, Tae In (Dept. of Social Welfare for Sungkyunkwan Graduate School)
Yun, Sung Eun (Dept. of Social Welfare for Sungkyunkwan Graduate School)
Publication Information
Korean Journal of Human Ecology / v.23, no.5, 2014 , pp. 773-787 More about this Journal
Abstract
The purposes of this study were to examine effects which work events and affective reaction were experienced by employees on job satisfaction and service quality in local healthy family support center for family health enhancement. For the purpose, survey were conducted with employees working in 56 local healthy family support centers in Seoul and Gyeonggi region, and final data were resulted from analysis of 319 examines of those employees. The results of this study were as follows. First, work events had a significant effect on the affective reaction. Second, affective reaction had a significant effect on the job satisfaction. Third, job satisfaction had a significant effect on the service quality. Fourth, affective reaction worked as mediators between the work events and job satisfaction, affective reaction and job satisfaction worked as double mediators between work events and service quality. Based on those findings, we can propose practical and political implications towards improving service quality considering the work experience of personnel in the healthy family support center.
Keywords
Healthy family support center; work events; affective reaction; job satisfaction; service quality;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
연도 인용수 순위
1 Kim, M. D. (2008). A Study on the Determinants of Service Quality in Welfare Institutions for the Handicapped: Focused on the Socialization of Institution. unpublished doctoral dissertation. Hanyang University. Seoul Korea.
2 Kim, M. H. (2000). The study on the effect of hotel restaurant employee's satisfaction on their jobs to the quality of the service. unpublished master's thesis. Jeju University. Jeju, Korea.
3 Lam, W., & Chen, Z. (2012). When I put on my service mask: Determinants and outcomes of emotional labor among hotel service providers according to affective event theory. International Journal of Hospitality Management, 31(1), 3-11.   DOI
4 Locke, E. A. (1969). What is job satisfaction?. Organizational behavior and human performance, 4(4), 309-336.   DOI
5 Oh, J. Y. (2008). The Effect of Leadership types and Person-Supervisor Fit on Employee' Affective Reactions. unpublished master's thesis, Hallym University, Gangwon, Korea.
6 Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. the Journal of Marketing, 41-50.
7 Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual. Journal of retailing, 64(1), 12-40.
8 Park, S. H. (2009). A Study on the job satisfaction and the turnover of the supporters at the Healthy Family Support Center. unpublished master's thesis, Kwangwoon University, Seoul, Korea.
9 Go, S. J. (2005). The Determinants of Job Satisfaction and Organizational Commitment for the Social Welfare Professional. unpublished doctoral dissertation, Yeungnam University, Gyeongbuk, Korea.
10 Basch, J., & Fisher, C. D. (2000). Affective events-emotions matrix: a classification of work events and associated emotions. In N. M. Ashkanasy, C. E. J. Hartel, & W. J. Zerbe (Eds.), Emotions in the workplace: Research, theory and practice (pp. 36-48). Westport, Connecticut, London: Quorum Books.
11 Brayfield, A. H., & Rothe, H. F. (1951). An index of job satisfaction. Journal of applied psychology, 35(5), 307.   DOI
12 Cole, M. S., Bruch, H., & Vogel, B. (2006). Emotion as mediators of the relations between perceived supervisor support and psychological hardiness on employee cynicism. Journal of Organizational Behavior, 27(4), 463-484.   DOI
13 Brief, A. P., & Weiss, H. M. (2002). Organizational behavior: Affect in the workplace. Annual review of psychology, 53(1), 279-307.   DOI
14 Browne, M. W., & Cudeck, R., (1993). Alternative ways of assessing model fit. Sociological Methods Research. 21(2): 230-258.
15 Chun, E. Y. (2004). The Effect of Organizational Justice in relation between Affective events and Emotions. unpublished master's thesis, Korea University, Seoul, Korea.
16 Connolly, J. J., & Viswesvaran, C. (2000). The role of affectivity in job satisfaction: A meta-analysis. Personality and individual differences, 29(2), 265-281.   DOI   ScienceOn
17 Fisher, C. D. (2000). Mood and emotion while working: Missing pieces of job satisfaction. Journal of Organizational Behavior, 21(2). 125-139.
18 Fisher, C. D. (2002). Antecedents and consequences of real-time affective reactions at work. Motivation and Emotion, 26(1), 3-30.   DOI   ScienceOn
19 Frijda, N. H. (1993). Moods, emotion episodes and emotions. In M. Lewis & J. M. Haviland (Eds.), Handbook of emotions (pp. 381-403). New York: Guilford.
20 Weiss, H. M., & Cropanzano, R. (1996). Affective events theory: A theoretical discussion of the structure, causes and consequence of affective experiences at work. In: Staw, B.M., Cummings, L.L. (Eds.), Research in Organizational Behavior. JAI Press Inc., pp.1-74.
21 Watson, D., & Slack, A. K. (1993). General factors of affective temperament and their relation to job satisfaction over time. Organizational Behavior and Human Decision Processes, 54(2), 181-202.   DOI
22 Watson, D., Clark, L. A., & Tellegen, A. (1988). Development of brief measures of positive and negative affect: The PANAS scale. Journal of Personality and Social Psychology, 54, 1063-1070.   DOI
23 Park. K. S. (2012). A Study on the Effects of Emotional Labor on Job Stress and Job Satisfaction of Social Welfare Workers. unpublished master's thesis, KonKuk University, Seoul, Korea.
24 Wegge, J., Dick, R. V., Fisher, G. K., West, M. A., & Dawson, J. F. (2006). A Test of Basic Assumptions of Affective Events Theory (AET) in Call Centre Work1. British Journal of Management, 17(3), 237-254.   DOI
25 Weiss, H. M., Nicholas, J. P., & Daus, C. S. (1999). An examination of the joint effects of affective experiences and job beliefs on job satisfaction and variations in affective experiences over time. Organizational behavior and human decision processes, 78(1), 1-24.   DOI   ScienceOn
26 Schlett, C., & Ziegler, R. (2014). Job emotions and job cognitions as determinants of job satisfaction: The moderating role of individual differences in need for affect. Journal of Vocational Behavior, 84(1), 74-89.   DOI
27 Shaver, P., Schwartz, J., Kirson, D., & O'connor, C. (1987). Emotion knowledge: further exploration of a prototype approach. Journal of personality and social psychology, 52(6), 1061.   DOI
28 Pirola-Merlo, A., Hartel, C., Mann, L., & Hirst, G. (2002). How leaders influence the impact of affective events on team climate and performance in R&D teams. The Leadership Quarterly, 13(5), 561-581.   DOI
29 Pyon, H. S. (2002). A study on the influence of internal customer's satisfaction on service quality. unpublished master's thesis. Jeju University. Jeju, Korea.
30 Seo, D. M. (2013). The survey on the labor conditions of social worker in Seoul. Retrieved August 11, 2014, from http://dfscenter.welfare.seoul.kr/control/ pds/download. jsp?boardNo=120&seqNo=1)
31 Shin, H. S. (2005). The Impacts on the Service Quality of a Living Facility for the Disabled of the Empowerment of Living Rehabilitation Teachers. unpublished doctoral dissertation, Daegu University, Daegu, Korea.
32 Shin, J. H. & Kim, J. W. (2013). Mediating Effect of Emotional Dissonance and Moderating Effect of Emotional Leadership in the Relationship between Social Worker's Emotional Labvor and Non-Task Behaviors. Korean Journal of Social Welfare, 65(4), 137-163.   과학기술학회마을
33 Shrout, P. E., & Bolger, N. (2002). Mediation in experimental and nonexperimental studies: new procedures and recommendations. Psychological methods, 7(4), 422.   DOI   ScienceOn
34 Kettner, P. M., Moroney, R. M., & Martin, L. L. (2012). Designing and Managing Programs: An Effectiveness-Based Approach: An Effectiveness-Based Approach. Sage.
35 Lee, H. H., Kim, E. J., & Lee, M. G. (2003). A Validation Study of Korea Positive and Negative Affect Schedule: The PANAS Scales. The Korean Journal of Clinical Psychology 22(4), 935-946.
36 Hong, S. H. (2000). The Criteria for Selecting Appropriate Fit Indices in Structural Equation Modeling and Their Rationales. The Korean Psychological Association. 19(1): 161-177.
37 Ilies, R., & Judge, T. A. (2002). Understanding the dynamic relationships among personality, mood, and job satisfaction: A field experience sampling study. Organizational behavior and human decision processes, 89(2), 1119-1139.   DOI
38 Grandey, A. A., Tam, A. P., & Brauburger, A. L. (2002). Affective states and traits in the workplace: Diary and survey data from young workers. Motivation and emotion, 26(1), 31-55.   DOI
39 Gronroos, C. (1984). A service quality model and its marketing implications. European Journal of marketing, 18(4), 36-44.   DOI
40 Jhi, S. D. (2013). A study on the job satisfaction by mediating of emotional labor : focused on employees of senior center in Seoul. unpublished doctoral dissertation, Chung-Ang University, Seoul, Korea.
41 Jin, W. G. (2012). The Impact of Formal Caregivers' Organizational Commitment on Service Quality in Nursing Homes: Mediating Role of Job satisfaction. unpublished doctoral dissertation. Honam University. Gwangju, Korea.
42 Judge, T. A., & Ilies, R. (2004). Affect and job satisfaction: a study of their relationship at work and at home. Journal of Applied Psychology, 89(4), 661.   DOI
43 Jung, S. K. (2010). The Effect of Worker' Job Satisfaction on Service Quality in Multicultural Family Support Center. unpublished master's thesis. Myongji University. Gyeonggi, Korea.
44 Korea Industrial Relations Association (2013). A comparative study of labor market indicators in OECD countries. Korea Industrial Relations Association. Retrieved August 11, 2014, from http://www.klera.or.kr
45 Cha, M. J. (2007). Influence of Job and Organization related Factors on Job Satisfaction: Mediating Effect of Professional Identity of Social Workers in Senior Welfare Facilities. unpublished master's thesis, Catholic University of Deagu, Korea.
46 Ashkanasy, N. M., & Daus, C. S. (2002). Emotion in the workplace: The new challenge for managers. The Academy of Management Executive, 16(1), 76-86.   DOI
47 Ashkanasy, N. M., Hartel, C. E. J., & Daus, C. S. (2002). Diversity and emotion: the new frontiers in organizational behavior research. Journal of Management, 28(3), 307-338.
48 Lee, T. K. (2007). A study on relationship between emotion labor and job satisfaction of social welfare worker. unpublished master's thesis, Daegu University, Daegu, Korea.