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http://dx.doi.org/10.5762/KAIS.2017.18.12.276

The Effects of Emotional Labor on Casino Dealers' Burnout and Depression  

Kim, Hye-Ja (KangwonLand Foundation)
Kang, Jong-Soo (Department of Social Welfare, Kangwon National University)
Publication Information
Journal of the Korea Academia-Industrial cooperation Society / v.18, no.12, 2017 , pp. 276-285 More about this Journal
Abstract
The purpose of this study was to verify the effects of emotional labor on casino dealers' burnout and depression. Burnout is a big problem which thwarts their professionalism and effectualness and the effectiveness of the service they provide. Depression is a core factor which affects one's mental health. To analyze the effects of emotional labor on casino workers' burnout and depression, we conducted a survey of 606 casino dealers of H resort and analyzed the results. Burnout was measured in terms of the client-related burnout and work-related burnout by the Copenhagen Burnout Inventory (CBI), and depression was measured by the Beck Depression Inventory (BDI). The research findings are as follows. First, the level of emotional labor (3.50) was higher than the mid-point on the 4 point Likert scale, and the work-related burnout (3.86) and client-related burnout (3.91) were higher than the mid-point on the 5 point Likert scale. Second, emotional labor was correlated to their depression and burnout. Third, emotional labor showed a significant difference according to gender, while burnout showed significant differences according to age, position and term of service. Fourth, emotional labor had an effect on the casino dealers' burnout and depression. We discussed the implications of these findings and possible strategies to alleviate this situation, for example, the passing of a law and development of an employee assistance program (EAP) to prevent their burnout and reduce their depression.
Keywords
Emotional Labor; Burnout; Depression; Casino; Dealer;
Citations & Related Records
Times Cited By KSCI : 5  (Citation Analysis)
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