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http://dx.doi.org/10.7469/JKSQM.2016.44.3.649

A study of display rule for none face-to-face emotional worker's job satisfaction  

Yeo, Hyun Jin (Division of Visual Communication, Dongseo University)
Park, Ji Young (Graduate school of Business, Pusan National University)
Moon, Jae Young (Division of Business, Dongseo University)
Publication Information
Journal of Korean Society for Quality Management / v.44, no.3, 2016 , pp. 649-660 More about this Journal
Abstract
Purpose: The purpose of this study is to find empirical studies the causal relationship among positive defining representation, negative defining representation, surface acting, deep acting, dissatisfaction of job, and intention of job transfer. Methods: The collected data through the survey by customer satisfaction team of "A" company call center. Results: The result of this study is that emotion and behavior norm influence on deep act of expressing both positive impacts of the employees. Conclusion: Feelings of corporate representation norm is psychologically of employees that because it affects even also must facilitate the surface acts and internal acts of employees and job dissatisfaction at the same time due to emotional dissonance and emotional exhaustion and turnover are hidden on the back emotion norms in the contact department, it should be aware of the need to address the emotional problems. Companies need to develop a variety of programs with attention to addressing the emotional difficulties experienced by workers.
Keywords
Emotional Labor; Positive Display Rule; Negative Display Rule; Deep Acting; Surface Acting;
Citations & Related Records
Times Cited By KSCI : 3  (Citation Analysis)
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