• The Journal of the Korea Contents Association
• /
• v.18 no.10
• /
• pp.382-393
• /
• 2018

Patients with dementia are increasing steadily and becoming a social problem. Care workers in hospitals are increasingly interested in emotional labor. Therefore, this study examines the caregiving experience of dementia patients in the nursing home. The effects of emotional labor and exhaustion of nursing home workers on job stress and satisfaction were analyzed and the moderating effect of care experience was analyzed. The results of the study are as follows. First, the caregiver experience of the nursing hospital workers showed the initial mind, the perception of the early dementia patients, the difficulties, the physical and mental limitations, the satisfaction, the experience through nursing practice, and the change of mind about life. Second, emotional labor and burnout have positive effects on job stress. Care experience reduced the impact of emotional labor and exhaustion on job stress. Finally, the relationship between job stress and job satisfaction showed positive influence.

• Journal of Digital Convergence
• /
• v.14 no.8
• /
• pp.331-342
• /
• 2016

The great attention has been shown the importance of human resource management in medical institutions. At this point, studies have stressed employees' psychological factors for maximizing their job performance and minimizing their turnover intention and burnout. This study, therefore, empirically examines the mediating effect of social support on the relationship between emotional labor, burnout, and turnover intention of medical institutions, focusing on nurse practitioners to contribute to hospital management for developing valuable strategies in the human resource sector of medical employees. The empirical results demonstrate: 1) the relationship between emotional labor and burnout of nurse practitioners is mediated by social support; and 2) the relationship between emotional labor and turnover intention of them is mediated by social support. This research results show that more understanding of nurse practitioners' psychological factors in response to decrease their burnout and turnover intention for developing human resource management of nurse organizations. Furthermore, the study could suggest efficient management ways of hospital through interdisciplinary human resource management in terms of business administration and psychology.

• Journal of the Korea Academia-Industrial cooperation Society
• /
• v.21 no.3
• /
• pp.342-352
• /
• 2020

This study examines the effects of customer citizenship behavior and customer badness behavior on service employees' emotional dissonance and job burnout. To achieve this, a survey was empirically carried out to 338 foodservice employees. The overall findings were as follows. First, the customer citizenship behavior had a significant effect on the emotional dissonance of service employees. Second, the customer citizenship behavior had no significant effect on job burnout. Third, the customer badness behavior had a significant effect on the emotional dissonance. Fourth, the customer bad behavior had a significant effect on the job burnout. Fifth, the emotional dissonance had a significant effect on job burnout of service employees. These results confirmed the importance of customer citizenship behavior and customer badness behavior in the foodservice industry. This suggests that the customer badness behavior has a significant effect on the emotional dissonance and job burnout, leading to the deterioration of quality in the foodservice industry that pursues the unconditional suppression of service employees' emotion or customer-centered operating strategies. Therefore, strategic systemization is required in terms of promoting civil behavior on behalf of customers through positive interaction and induce contribution behavior through loyal service.

• Journal of Internet of Things and Convergence
• /
• v.8 no.6
• /
• pp.99-113
• /
• 2022

This study is descriptive research to investigate the effects of COVID-19 stress, interpersonal (caregiver-patient) stress, and emotional labor on burnout in emergency room (ER) nurses during the COVID-19 pandemic. The data collection of this study was conducted from December 9 to 23, 2021 with ER nurses working at five tertiary general hospitals and general hospitals of Medical Center H. The data was collected with a questionnaire using tools measuring the subjects' general & job-related characteristics, COVID-19 stress, interpersonal(caregiver-patient) stress, emotional labor and burnout. The collected data was analyzed using the SPSS/WIN 25.0 statistical program for frequency analysis, descriptive statistical analysis, independent sample t-test, one-way ANOVA, Scheffé test, correlation analysis, and multiple regression analysis. The average score of COVID-19 stress in ER nurses was 3.64, interpersonal(caregiver-patient) stress 4.35, emotional labor 3.38, and burnout 3.44. As a result of analyzing differences according to general & job-related characteristics, burnout showed a significant difference according to gender, marital status, total clinical experience, and working organization. And burnout showed a significant positive correlation with COVID-19 stress, interpersonal stress and emotional labor. As a result of multiple linear regression analysis, regional emergency medical centers and local emergency medical centers among the work organization types, interpersonal stress, COVID-19 stress, and gender and the explanatory power was 28.6%. Through these results, we intend to provide basic data for the development of an intervention program to prevent burnout of emergency room nurses and improve nursing performance at the time of a new infectious disease pandemic.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
• /
• v.17 no.3
• /
• pp.215-227
• /
• 2022

In the digital transformation paradigm, IT employee work as a key human resource to accept new technologies and to lead their organization to be settled them efficiently. However, due to relatively short term of their job life and high turnover rate, the companies and the organizations are still experiencing problem the lack of IT manpower or turnover. In this study, it attempted to analyze the relationship between IT employee's technostress factors such as techno-overload, techno-complexity, techno-uncertainty, techno-invasion, and techno-insecurity and job burnout through stress coping. To reveal the structural relationship between main variables, the survey was conducted on 318 IT employees. An EFA, CFA, and reliability analysis were performed to confirm reliability and validity, and the structural equation model was conducted to testify research hypotheses. The main results are as follows. First, it was found that techno-uncertainty and techno-insecurity had the significant positive effect on problem focused coping(PFC). And, techno-complexity, techno-uncertainty, and techno-insecurity were found to have a significant positive effect on emotion focused coping(EFC). Second, in the relationship between stress coping and job burnout, it was found that EFC had a significant positive effect on burnout. Third, in the relationship between technostress and burnout, techno-uncertainty and techno-invasion were found to have a significant positive effect on burnout. In addition, it was found that the mediator effect of stress coping between techno-overload and techno-complexity through EFC. Therefore, these outputs are expected to suggest how to motivate IT employees who work as key role in efficient management on IT assets and strengthen competitiveness in digital transformation paradigm.

• Journal of the Korean Data and Information Science Society
• /
• v.27 no.1
• /
• pp.143-154
• /
• 2016

This study was designed to construct and test structural equation modeling on nurses' emotional labor including antecedents and consequences based on the model of Morris and Feldman (1997). A total of 247 nurses working at secondary and tertiary hospitals in three provinces responded the questionnaires. Emotional labor was measured by frequency of emotional labor, attentiveness of required display rules and emotional dissonance. Routineness of job, job autotomy and organizational support were measured as antecedents; and emotional exhaustion, job satisfaction and organizational commitment were included as the consequences of nurses' emotional labor. Data were analyzed by SPSS 21.0 and AMOS 21.0. The model fitness indices for the hypothetical model showed NFI=.94, CFI=.97, and RMSEA=.07. Job autonomy and perceived organizational support had significant effects on emotional labor. The emotional labor influenced positively emotional exhaustion and negatively job satisfaction and organizational commitment. Nurses' emotional labor mediates between job characteristics and nurses' psychologic results indicating more autonomy and support can reduce nurses' emotional labor and then increase their satisfaction and organizational commitment, and decrease emotional exhaustion.

• The Journal of the Korea Contents Association
• /
• v.19 no.4
• /
• pp.621-637
• /
• 2019

This study verifies the impact of emotional labor of online shopping mall call center counselor on customer orientation and the medium effect of job burnout. The study targets call center counselors from four companies that operate online shopping malls, and 271 copies are used for final data analysis. The results are as follows. First, deep action, a subfactor of emotional labor, has shown to have a significant positive effect on customer orientation. Second, the deep action of emotional labor has shown to have a negative effect on depersonalization and reduced personal accomplishment, while the surface action has a positive effect on job exhaustion and depersonalization. Third, deep action of emotional labor is found to increase customer orientation through depersonalization and reduced personal achievement, which are sub-factors of job burnout, while surface action of emotional labor is mediated by depersonalization, lowering customer orientation. The results of this study confirm that it is necessary to increase deep action and reduce job burn-out in order to improve customer orientation. Also, it is meaningful that the study verifies the role and the mediating effect of job burn-out.

• Journal of Advanced Navigation Technology
• /
• v.15 no.5
• /
• pp.808-822
• /
• 2011

In the subject experiment of this paper, contrary to the existing thesis about the emotional labor of people in the face-to-face service industry, I have chosen call center agents as they are primary first point of contact with customers in the airline industry. The main purpose of this experiment is to understand the relationship in between workplace burnout and emotional labor. In this study, I have investigated the following concepts; the effect of mediation on emotional labor, the different levels of emotional labor, and recommendations for improvement of competitive power to the call center agent as a member of the organization. The main results of experiment are as follows. First, the emotional labor given by the airline call center agents affects the rate of burnout. Second, support from workplace superiors showed that mediation had an effect on the relationship between emotional labor and burnout, however support from co-workers had no effect whatsoever. It is hope that this paper would supply information to give a competitive edge for airline call centers and their agents.

• Journal of the Korea Academia-Industrial cooperation Society
• /
• v.15 no.8
• /
• pp.5140-5149
• /
• 2014

The present study examined the relationships of emotional labor, job satisfaction and burnout in medical technologists working at university hospitals. The study subjects were 145 medical technologists and health information technicians working at 4 university hospitals. The investigation was conducted using a standardized self-administered questionnaire from April 10-19, 2013. As a result of hierarchical multiple regression, the socio-demographic characteristics, health-related behavior factors, job-related factors, emotional labor and job satisfaction were selected as significant variables and related variables affecting the level of burnout. The descriptive power of these variables(socio-demographic characteristics, health-related behavior factor) was 21.7%, especially it can be seen that emotional labor and job satisfaction variable input 16.8% and 8.2% increase explanatory power respectively.

• Management & Information Systems Review
• /
• v.36 no.1
• /
• pp.309-327
• /
• 2017

Recently the importance of emotional labor has increased so this study aims to prove the effects of emotional labor(surface acting and deep acting) on counterproductive work behaviors(deviate from organization and individual deviation) using burnout(emotional exhaustion, personality disorder, decrease in sense of accomplishment) as a medium. 350 surveys were sent to employees such as workers from call centers, salesperson from department store, financial worker, hospital staff, flight attendant and workers from customer center who and worked with emotional labor and 300 surveys excluding insincere ones were used for analysis. The result is as follows. First, surface acting which is a type of emotional labor chosen by customer workers had a positive effect on burnout such as personality disorder and decrease in sense of accomplishment. Second, deep acting had a negative effect on personality disorder and decrease in sense of accomplishment but did not show any effect on emotional exhaustion. Third, personality disorder and decrease in sense of accomplishment among burnout had effect on counterproductive work behaviors(deviate from organization, individual deviation) but emotional exhaustion did not show any effect on work behaviors(deviate from organization, individual deviation). Based on the result of analysis, implication of this study and direction of future research were suggested.