Browse > Article
http://dx.doi.org/10.5762/KAIS.2021.22.3.476

Effect of Long-term Care Worker's Person-Centered Care on Service Quality of long term care facility -Focusing on mediating effects of long term care worker's emotional labor and job satisfaction-  

Song, Myeong-Seop (Division of Social Work, Grauduate School of Chosun University)
Rhee, Young-Sun (Division of Administration & Social Welfare, Chosun University)
Publication Information
Journal of the Korea Academia-Industrial cooperation Society / v.22, no.3, 2021 , pp. 476-484 More about this Journal
Abstract
In this study, we analyze the relationships between long-term care workers' person-centeredness and job satisfaction, emotional labor, and service quality. Self-administered questionnaires were used to collect data from 460 long-term care workers in long-term care facilities. In the research model, person-centered care was verified using independent variables, with emotional labor (surface behavior, internal behavior) and job satisfaction applied as parameters, and service quality applied as a dependent variable. The results of this study are as follows. First, the fit of the model is good. Second, the implicit behavior of emotional labor is found to be an important factor affecting service quality. Also, emotional labor is an important mediator, improving the value of person-centered care and service quality. There is a positive correlation between internal behavior and service quality, and a negative correlation between surface behavior and service quality. Third, emotional labor (surface behavior, internal behavior) is the most influential variable in terms of service quality. The results of this study demonstrate the necessity to pay clinical and academic attention to person-centered care in terms of long-term care workers' emotional labor and service quality.
Keywords
Person-Centered Care; Job satisfaction; Service quality; Emotional labor; long-term care workers;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
연도 인용수 순위
1 Koren M J. Person-centered care for nursing home residents: The culture-change movement. Health Affairs. Vol.29, No.2, pp.312-317. 2010. DOI: https://doi.org/10.1377/hlthaff.2009.0966   DOI
2 Morgan, S., & Yoder, L. H. A concept an alysis of person-centered care. Journal of Holistic Nursing, Vol.30, No.1, pp.6-15. 2012. DOI: https://doi.org/10.1177/0898010111412189   DOI
3 Miller, E., Booth, M & Mor, V, Meeting the demographic challenges ahead: toward culture change in an ageing New Zealand. Australia New Zealand Health Policy, Vol.5, No.5, pp.1-27. 2008. DOI: https://doi.org/10.1186/1743-8462-5-5   DOI
4 Y. K. Lee, & S. J. Kim, "A Study on the Systematization of Service Quality Management System of Long-term Care(LTC)" Health and Social Welfare Review, Vol.32 No.4, 2012. DOI: https://doi.org/10.15709/hswr.2012.32.4.66   DOI
5 Y. E. Kim, "The Effects of the Emotional Labor of Social Care Service Workers on Their Evaluation of Service Quality", Social Welfare Policy, Vol.38, No.4, pp.217-237, 2011. DOI: https://doi.org/10.15855/swp.2011.38.4.217   DOI
6 D. S. Kim, "The Study on the Mediated Effect of Public Service Workers and Social Workers about the Quality of Social Services", Journal of Social Science, Vol.38, No.3, pp.73-100, 2012. DOI: https://doi.org/10.15820/khjss.2012.38.3.004.   DOI
7 Koren M J. Person-centered care for nursing home residents: The culture-change movement. Health Affairs. Vol.29, No.2, pp.312-317, 2010. DOI: https://doi.org/10.1377/hlthaff.2009.0966   DOI
8 H. J. Lee, A Study on the Effect which Geriatric Care Helper's Professionalism influence to Service Quality in Long-term Care Facility, Master's thesis, Dept. of Social Welfare Graduate School of social Welfare Policy Sangji University, pp.60-61, 2011.
9 Ohaeri, J. U. The opinion of caregivers of some women with breast and cervical cancer on aspects of the disease, WEST AFRICAN COLLEGE OF PHYSICIANS AND WEST AFRICAN COLLEGE, WEST AFRICAN JOURNAL OF MEDICINE Vol.18, No.1, 1999.
10 M. H. Suh, & E. M. Noh, "The effect of work stress of nursing home caretakers on the quality of service provided. -based on Daegu city nursing home caretakers-", Journal of the Korean Academy of Health and Welfare for Elderly, Vol.5, No.2, pp 33-55, 2013.
11 Rokstad AM, Engedal K, Edvardsson D, Selbaek G. Psychometric evaluation of the Norwegian version of the person-centred care assessment tool. International Journal of Nursing Practice. Vol.18, No.1, pp.99-105, 2012. DOI: https://doi.org/10.1111/j.1440-172X.2011.01998.x   DOI
12 Flesner, M. K. Person-centered care and organizational culture in long-term care. Journal of Nursing Care Quality, Vol.24, No.4, pp.273-276, 2009. DOI: https://doi.org/10.1097/NCQ.0b013e3181b3e669   DOI
13 Y. C. Yang, "Perceived Needs for Nursing of Elders in a Nursing Home", Journal of Korean Gerontological Nursing, Vol.9, No.2, pp.115-123. 2007.
14 Schoot, T, Proot I, Ter Meulen R, De Witte. Actual interaction and client centeredness in home care. Clin Nurs Res. Vol.14, pp.370-393, 2005. DOI: https://doi.org/10.1177/1054773805280093   DOI
15 J. Y. Yoon, Tonya Roberts, Barbara J. Bowers, J. Y. Lee, "A Review of Person-centered Care in Nursing Homes", Journal of Korea Gerontological Society. Vol.32, No.3, pp.729-745, 2012.
16 Cronin , J. J. Jr and S. Taylor, S. A., Measuring Service Quality : a reexamination and extension. Journal of Marketing. Vol.58, No.1, pp.125-131. 1992. DOI: https://doi.org/10.2307/1252296   DOI
17 Y. R. Tak, "Validity and Reliability of the Person-centered Care Assessment Tool in Long-term Care Facilities in Korea", Journal of Korean Academy of Nursing, Vol.45, No.3, pp.412-419 2015. DOI: http://dx.doi.org/10.4040/jkan.2015.45.3.412   DOI
18 M. Brotheridge, A. Grandey, "Emotional labor and burnout: Comparing two perspectives of "people work," Journal of vocational behavior, Vol.60, No.1, pp.17-39, 2002. DOI: https://doi.org/10.1006/jvbe.2001.1815   DOI
19 J. h. Shin, & J. W. Kim, "Mediating Effect of Emotional Dissonance and Moderating Effect of Emotional Leadership in the Relationship between Social Worker's Emotional Labor and Non-Task Behaviors," Korean Journal of Social Welfare, Vol.65, No.4, pp.137-163, 2013. DOI: https://doi.org/10.20970/kasw.2013.65.4.006   DOI
20 Bacharach, S. B., Bamberger, P., and Conley, S., . "Work-home conflict among nurses and engineers: Mediating the impact of role stress on burnout and satisfaction at work", Journal of Organizational Behavior, Vol.12, No.1, pp.39-53, 1991. DOI: https://doi.org/10.1002/job.4030120104   DOI
21 W. G. Jin, "The Impact of Formal Caregivers' Organizational Commitmenton Service Quality in Nursing Homes: Mediating Role of Job satisfaction" Honam University, Doctoral Dissertation, Gwangju, Korea, pp.27-35. 2012.
22 Morris, J. A., and Feldman, D. C., "The dimensions, antecedents, and consequences of emotional labor", Academy of Management Review, Vol.21, No.4, pp.986-1010. 1996. DOI: https://doi.org/10.5465/amr.1996.9704071861   DOI