• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.17 no.5
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• pp.251-264
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• 2022

Previous researches related to emotional labor have been cross-sectional studies focusing on static differences in emotional exhaustion. Previous studies on these relationships have not highlighted the dynamic properties of these relationships. This purpose of this study is to investigate the effect of emotional labor strategy on perceived emotional exhaustion and depression. This study was conducted by paying attention to the fact that service industry workers who have to respond kindly to customers often have to show emotions which is necessary for their business to the outside world rather than showing their true emotions. The results of this study are summarized as follows. First, it was confirmed that surface acting had a positive influence on emotional exhaustion, but deep acting had a negative influence to emotional exhaustion. Second, it was found that surface acting had a positive influence on depression, but deep acting had a negative influence on depression. Third, it was confirmed that the effect of deep acting on emotional exhaustion decreased when emotional labor was performed through deep acting on Mondays, Tuesdays, and Wednesdays, while emotional exhaustion was not significant on Thursdays and Fridays. Fourth, it was confirmed that the difference in the effect of emotional labor strategy on depression was greater in the case of performing emotional labor through surface acting than in the case of performing emotional labor through deep acting.

• Journal of dental hygiene science
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• v.15 no.3
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• pp.280-286
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• 2015

The purpose of this study was to examine dental hygienist's emotional labor, burnout and turnover intention. Data were collected from 215 dental hygienists working at hospitals and dental clinics through self-administered questionnaire, and analyzed by statistical analysis using t-test, ANOVA, Pearson's correlation coefficient and multiple regression analysis. The main findings of the study are as follows: the higher the educational level of dental hygienists, and the bigger the size of dental institutions they work, and the lower the monthly income of dental hygienists, the higher the level of emotional labor of dental hygienists. Burnout was influenced on emotional labor and turnover intention. Emotion labor and turnover intention were influenced on burnout. Tenure under 5 years, five-day workweek (non), emotional burnout were found to have significant effects on the turnover intention. Dental hygienists were doing relatively high emotional labor, and it influences his burnout experience and turnover intention. It is needed to make the workplace better environment which can secure appropriate work load and rewards, and education programs etc.

• The Journal of the Korea Contents Association
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• v.8 no.4
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• pp.197-210
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• 2008

In this paper, I show the factors which have an effect on the emotional exhaustion and turnover intention in call center workers who perform emotional labor using telephone without direct confronting with clients. I empirically show that emotional exhaustion decreases job satisfaction and increases turnover intention. Therefore the emotional exhaustion is the important managing factor for efficient management of call center. To weaken emotional exhaustion, it is necessary to decrease time pressure in call center work. To weaken turnover intention, it is important to strengthen superior support. This study makes a contribution in providing the fact that emotional exhaustion is an important managing factor in administration of call center worker.

• Journal of the Korea Society of Computer and Information
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• v.13 no.5
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• pp.291-308
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• 2008

This study shows the factors which have an effect on the emotional exhaustion and turnover intention in call center tole-communicators who perform emotional labor using telephone without direct confronting with clients. This study empirically shows that emotional exhaustion decreases job satisfaction and increases turnover intention. Therefore the emotional exhaustion is the important managing factor for efficient management of call center. To weaken emotional exhaustion, it is necessary to decrease time pressure in call center work. To weaken turnover intention, it is important to strengthen superior support. This study makes a contribution in providing the fact that emotional exhaustion is an important managing factor in administration of call center tole-communicators.

• Proceedings of the Korean Society of Computer Information Conference
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• 2016.01a
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• pp.141-142
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• 2016

본 연구에서는 자동차보험 회사의 고객센터 상담사를 대상으로 감정노동과 심리적 소진의 관계를 분석하였다. 그 결과 첫째, 고객센터 상담사들은 감정노동의 표면화 행위보다는 내면화 행위에 대한 스트레스가 더 높은 것으로 나타났다. 둘째, 심리적 소진은 개인의 특성에 따라 차이를 보였다. 정서적 고갈은 여성 상담사일수록, 개인적 성취감 결여는 고졸일수록, 1일 전화응대시간이 8시간 초과할수록, 월평균가계소득이 낮을수록 더욱 높아지는 것으로 밝혀졌다. 셋째, 상담사의 개인특성과 감정노동이 심리적 소진에 미치는 영향력을 알아본 결과, 감정노동의 표면화 행위가 높을수록 정서적 고갈을 증가시켰고, 월평균 가계소득이 높을수록 정서적 고갈을 감소시켰다. 개인적 성취감 결여는 감정노동의 표면화 행위가 높을수록, 1일 전화 응대시간이 많을수록, 높아지는 경향을 보였으며, 월평균 가계소득이 높을수록, 감정노동의 내면화 행위가 많을수록 개인적 성취감 결여는 감소되는 것으로 밝혀졌다.

• Korean Journal of Childcare and Education
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• v.8 no.6
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• pp.57-76
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• 2012

The purpose of this study was to investigate the effects of emotional labor on burnout and career commitment of childcare teachers. For that purpose, a survey was taken with 207 childcare teachers in the region. Collected data were analyzed with SPSS 12.0(ver.). The findings were as follows: first, emotional labor(3.05), burnout(3.22), and career commitment(2.86) recorded higher points than average on a 5-point scale. Second, there were significant correlations among the variables of emotional labor, burnout, and career commitment. Third, emotional labor had positive(+) impacts on emotional exhaustion and depersonalization of the burnout subvariables and no significant impacts on personal accomplishment. Fourth, emotional labor had significant negative(-) effects on career commitment. Those findings show that the emotional labor of childcare teachers has influences on their burnout and career commitment on which it was estimated to have tacit effects. It is thus required to recognize and reevaluate the importance of emotional labor and establish a foundation for a social support system.

• The Journal of the Korea Contents Association
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• v.10 no.6
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• pp.386-403
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• 2010

This research studied the impact of the customer orientation and job satisfaction by lowering the desire of the kind for customers and the desire for fulfillment as a result of emotional exhaustion of the consultant who performs emotion labor at the call center. This research sets study model and hypothesis to verify that call center consultant's emotional exhaustion how to effect customer orientation and job satisfaction. We took questionnaires from 157 call center(financial institutes) consultant's in Seoul for the verification of the hypothesis. I show that the consultant's emotional exhaustion had negatively affected the customer orientation and job satisfaction. In this paper proposed the importance that the experience of the consultant's emotional exhaustion who is the main agent of the performance should be minimized by removing ad improving the factors to lower emotion exhaustion through lowering time pressure in the work performance reduce the consultant's emotional exhaustion, granting work autonomy and authority, and active support of relevant departments and the ongoing communication between the managers and consultant This study makes a significant meaning in that it proposed the consultant's emotional exhaustion was negative factor on the customer orientation and job satisfaction factor in operating call center worker.

• Proceedings of the Korea Contents Association Conference
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• 2018.05a
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• pp.373-374
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• 2018

본 연구는 신규간호사의 감정노동, 회복탄력성이 직무소진에 영향을 미치는 요인을 규명하는 서술적 조사연구이다. 연구대상자는 98명의 신규간호사이었고, 구조화된 자가 보고식 설문지를 이용하여 자료를 수집하였으며, 자료 분석은 IBM SPSS 22 프로그램을 사용하였다. 연구결과, 연구대상자의 감정노동이 직무소진과 유의한 양(+)의 상관관계가 있었고, 감정노동이 회복탄력성, 회복탄력성과 소진과는 모두 유의한 음(-)의 상관관계가 있었다. 회귀분석을 실시한 결과, 감정노동, 회복탄력성은 직무소진에 영향을 미치는 유의한 요인으로 나타났으며, 총 설명력은 35.2% ($R^2=.352$)이었다(F=38.05, p<.001). 결론적으로, 신규간호사의 직무소진을 감소하고 임상적응능력 증진을 위한 중재 프로그램을 개발하여 적용할 필요가 있다.

• Journal of the Korean Society of Marine Environment & Safety
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• v.22 no.4
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• pp.328-334
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• 2016

The everyday life of police officers requires them to face a number of criminal acts and enter compromising crime scenes. In this case, officers may be compelled to make a personal expression of negative emotions. Negative emotions of members confidence for effective job processing and contributions duties and achievement of the job within the marine police force. Therefore, to control the emotive dissonance of organization members is a great help to the development of the organization. This study focuses on emotional dissonance among marine police officers to verify the impact of this dissonance on job burnout and consider the mediating effect of emotional intelligence. Research results are as follows: First, the relationship between emotional dissonance sub-factors and job burnout among marine police officers was studied. It was found that marine police did not feel emotionally jarred because they consciously tried to abstain from emotional engagement, but this was found to reduce emotional intelligence as related to desired emotions as well. Second, Emotional intelligence of the Marine Police was found on a significant impact on job burnout. Third, the impact of emotions in relation to emotional dissonance that job burnout of marine police intelligence officials confirmed that there is a statistically significant mediating effect. Finally, in a comparison of direct effects versus mediated effects, marine police were seen to be prone to emotional dissonance and experienced job burnout as a direct result of applying greater emotional intelligence.

• Journal of Digital Convergence
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• v.12 no.7
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• pp.401-409
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• 2014

The purpose of this study is to suggest some implications for prevention and manage burnout of workers in community welfare centers for the elderly. To conduct this purpose, this study examine how much effect burnout risk, burnout resilience and burnout are they have, it will explain whether resilience works to mediate between burnout risk and burnout. The result of analysis on the study as follow: 1) burnout risk has positive(+) effects on burnout 2) burnout risk has negative(-) effects on burnout resilience 3) burnout resilience has negative (-) effects on burnout. These results were based on some suggestions.