• Stress
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• v.26 no.4
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• pp.340-349
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• 2018

Background: The purpose of this study was to examine the moderating effect of resilience and social support to analyze that call center consultants' emotional labor impacts on the burnout. Methods: A survey questionnaire was conducted to people who work at call center in Gwangju and Deagu. The data from 444 were analyzed. Results: The result from the hierarchical multiple regression is as follows. First, deep acting decreased burnout, but surface acting of emotional labor increased burnout. Also, frequency of emotion display, variety of emotion required to be expressed and attentiveness to required display rules increased burnout. Second, Resilience had moderating effect between deep acting and burnout. Third, the moderate effect of interaction of social support from leader with surface action was found at burnout. Also, moderating effect of social support from leader were shown in frequency of emotion display with burnout and attentiveness to required display rules with burnout. Fourth, social support from colleague did not have buffering effect on emotional labor and burnout. Conclusions: It is expected that the moderator variables identified in this study can be used for prevention and treatment of burnout caused by emotional labor.

• The Journal of the Korea Contents Association
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• v.15 no.12
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• pp.387-406
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• 2015

Recently emotional labor is an essential situation for hospital employees in relation to surface and deep acting as the core of emotional labor strategies. This study empirically examines the relation between hospital employees' emotional intelligence and emotional labor strategies in the context of emotional labor. For empirical experiments, we conducted a questionnaire survey targeting hospital employees, and we employed the method of Partial Least Squares (PLS) for data analysis. Major findings are as follows. Hospital employees' emotional intelligence including self emotion appraisal, others' emotion appraisal, regulation of emotion, and use of emotion, have a significantly positive effect on hospital employees' deep acting. And hospital employees' deep acting has a significantly positive effect on hospital employees' organizational attachment, knowledge sharing intentions, and innovative activities.

• Korea Trade Review
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• v.42 no.5
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• pp.71-91
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• 2017

This purpose of this study is to examine how emotional intelligence has a moderating effect on the relationship between emotional labor and job burnout. To test the hypotheses, moderation analysis, mediation analysis and moderated mediation analysis were performed. Of the 1,500 self-report questionnaires distributed to franchise employees, 1,412 usable responses and utilized in the final analyses. The resoults show that emotional labor significantly affected job burnout, and job burnout completely mediated the effect of emotional labor on turnover intention. And emotional intelligence moderated the relationship between emotional labor and job burnout, suggesting that the emotional dissonance-job burnout relationship was stronger in the low emotional intelligence group than in the high emotional intelligence group. The results of this study provide some implications for Korean companies entering the Chinese franchise field. First, the mediating effects of "emotional labor → job burnout → turnover intention" and the effect of emotional labor on job burnout were mitigated by self-efficacy in Chinese franchise workers. And the self-efficacy of the employees was an important factor. The implication of this study is that self-efficacy, which is a controlling variable affecting emotional labor, job burnout, and turnover intention, is important, so Korean companies that enter the Chinese franchise employ employees with high self-efficacy and to develop and implement an employee education program that can enhance self-efficacy.

• The Journal of the Korea Contents Association
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• v.19 no.9
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• pp.293-307
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• 2019

The poor welfare level of social workers is a big social problem in direct proportion to the ongoing need for social welfare service. In particular, the emotional work of social workers is a serious situation. This Study examines the effect of emotional labor(EL) on customer orientation(CO) of social workers with case management. Also this paper investigates the moderating effect of emotional intelligence(EI) and leader-member exchange(LMX). The major results from the study are as follow: First, we found that surface acting(SA) of EL had a negative impact on CO and deep acting(DA) of EL had a positive impact on CO. Second, EI showed a moderating effect on the correlation between SA of EL and CO. Also, EI had the moderating effect that weakening the negative impact of SA on CO. Third, LMX showed a moderating effect on the correlation between DA of EL and CO. Also, LMX had the moderating effect that strengthening the positive impact of DA on CO. In particular, this study presented with implications for future research, limitations of this study.

• 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.

• Management & Information Systems Review
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• v.35 no.1
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• pp.235-251
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• 2016

The main purposes of this study is to examine the effect of treatment setting on patient participation, and the moderating effect of negative emotion between treatment setting and patient participation. For the purposes of this study's goals, the 320 samples for this empirical study were collected from the general hospital and medical clinic outpatients in C and carried out hierarchial regression by SPSS 19.0. The results of this study are as follows. There is positive effect of cleanness of the treatment setting on behavior factor in patient participation. The higher aging of patient have influences on emotional factor in patient participation. There are positive effects of the third person in treatment settings on emotional and informational factors in patient participation. There is negative effect of negative emotion on emotional and informational factors in patient participation. There are negative effects of time pressure in treatment settings on emotional and informational factors in Patient Participation. On interaction effect, there are positive effects of cleanness in treatment setting and negative emotion on emotional and informational factors in patient participation. Implications for theoretical and practical patient participation are discussed.

• Management & Information Systems Review
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• v.34 no.5
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• pp.191-212
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• 2015

Unlike the existing researches related to salespersons, this study intends to place the focus on salespersons' psychological characteristic as an element affecting their selling behavior. This is because employees' psychological characteristic is very likely to affect their devotion and commitment to relationship with customers and long-term production by a company. In particular, salespersons are likely to get a feeling of fatigue or loss, or make a cynical or cold response to customers because of frequent interaction with them, and to show emotional indifference in an attempt to keep their distance from customers. But the likelihood can vary depending on salespersons' own psychological characteristic; in particular, the occurrence of these phenomena is very likely to vary significantly depending on relationship belief in interpersonal relations. In the field of psychology, under way are researches related to personal psychological characteristics to improve the quality of interpersonal relations and to maximize personal performance and enhance situational adaptability during this process; it is a personal relationship belief that is recently mentioned as such a psychological characteristic. For salespersons having frequent interaction with customers, particularly, relationship belief can be a very important element in forming relations with customers. So this study aims at determining how salespersons' relationship belief affects negative emotion regulation strategies and prosocial behavior to customer. As a result, salespersons' relationship belief was found to have effects on their negative emotion regulation strategies and prosocial behavior to customer. Negative emotion regulation strategies was found to have effects on prosocial behavior. Salespersons with intimate relationship belief try to use active regulation, support-seeking regulation and salespersons with controlling relationship belief try to use avoidant/distractive regulation. Intimate relationship belief was found to have more prosocial behavior, controlling relationship belief was found to have less prosocial behavior to customer. salespersons' negative emotion regulation strategies was found to have effects on their prosocial behavior to customer. Active, support-seeking influence prosocial behavior to customer positively, avoidant/distractive regulation influence prosocial behavior to customer negatively.

• Proceedings of the Korea Information Processing Society Conference
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• 2014.11a
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• pp.978-979
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• 2014

최근 스마트폰에 제공되는 다양한 추천 어플리케이션 중 음악 추천 어플리케이션은 사용자의 감정 조절을 위해 도움이 될 수 있다. 이에 본 논문에서는 음악을 분석하고 사용자의 감정에 따라 노래를 추천해주는 뮤직플레이어를 설계하였다. 감정에 맞는 음악을 자신의 취향에 맞게 추천 받음으로서 사용자는 감정을 조절하는데 도움을 받을 수 있다.

• Journal of Music and Human Behavior
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• v.16 no.2
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• pp.109-132
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• 2019

This study aimed to investigate the relationship between music listening and mood regulation. The effects of personality traits, music education, and sex on music use for mood regulation were also examined. Participants were 529 undergraduate students who completed the Korean Music in Mood Regulation Scale, Interpersonal Personality Item Pool (IPIP), Positive Affect and Negative Affect Schedule, and a questionnaire on their music education. Correlation analysis, multiple regression analysis, and t tests were conducted to explore the relationship among the measured variables. The results showed that music listening was related to enhancement of positive mood but not improvement of negative mood. Participants who had received extracurricular music education were more likely to use music listening as a strategy to regulate their mood than were participants without music education. Women were more likely to use music for mood regulation than were men. The multiple regression results indicate that individuals who rated themselves highly on Agreeableness and Openness to Experience on the IPIP were more likely to listen to music for mood regulation. These findings stress that music listening can be an effective strategy for mood regulation, which is critical for one's emotional well-being. It also indicates that effective music use as a mood regulation strategy varies depending on one's personal characteristics and history of music education.

• Journal of Advanced Navigation Technology
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• v.15 no.2
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• pp.171-180
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• 2011

This study is to examine the relationship between emotional labor and turnover intension and moderating role of social support in airline call center tele-communicators who perform emotional labor using telephone without direct confronting with clients. This study empirically shows that emotional labor increases turnover intention and social support negatively moderate the relationship of emotional labor and turnover intension Social support is suggested to reduce the negative results of emotional labor causes. This study makes a contribution in providing the fact that emotional labor is an important managing factor in administration of call center tele-communicators.