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http://dx.doi.org/10.5762/KAIS.2017.18.10.336

Effect of Long-term Care Worker's Emotional Labor on Service Quality of long term care facility - Mediating Effect of Professional Quality of Life -  

Rhee, Young-Sun (Division of Public Administration and Social Welfare, Chosun University)
Song, Myoeng-Seop (Division of Social Work, Graduate School of Chosun University)
Park, Jeong-Hwan (Division of Nursing, Chosun University)
Publication Information
Journal of the Korea Academia-Industrial cooperation Society / v.18, no.10, 2017 , pp. 336-343 More about this Journal
Abstract
In this study, we analyze the relationship between long-term care workers' emotional labor, professional quality of life, and service quality. The subjects of this study were 211 long-term care workers working in long-term care facilities. Self-administered questionnaires were used. In the research model, emotional labor(surface behavior, internal behavior) was verified using independent variables, with professional quality of life (compassion satisfaction, compassion fatigue) as the parameters and service quality as the dependent variables. The results of this study are as follows. First, the fit of the model was good. Second, the direct effects of emotional labor on service quality were not significant. However, there was a positive correlation between internal behavior and service quality, and a negative correlation between surface behavior and service quality. Third, professional quality of life(empathy satisfaction) was the most influential variable in terms of service quality. The results of this study demonstrate the necessity to payclinical and academic attention to long-term care workers' emotional labor and quality of life.
Keywords
Long-Term Care Worker; surface behavior; internal behavior; Service Quality; Professional Quality of Life;
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