• 한국체육학회지인문사회과학편
• /
• v.58 no.1
• /
• pp.187-201
• /
• 2019

This study aims to analyze the relationship among emotional labor, Job burnout, and organizational citizenship behavior(OCB) of yoga instructors. Especially, we focused on the mediating effect of job burnout between emotional labor and OCB. A total of 250 questionnaires were distributed and 221 were returned for final analysis. In order to verify the hypothesis, structural equation modeling was conducted using AMOS 23.0. The results of this study were as follows: First, surface acting had a positive effect on job burnout, but deep acting had no significant effect on job burnout. Second, job burnout had a negative effect on OCB. Third, Surface acting had no effect on OCB, but deep acting had a positive effect on OCB. Last, the relationship between surface acting and OCB was perfectly mediated by job burnout, however there was no mediating effect of job burnout between deep acting and OCB.

• Journal of the Korean Society of Food Science and Nutrition
• /
• v.45 no.11
• /
• pp.1673-1680
• /
• 2016

The purpose of this study was to examine how customer orientation (CO) reduces employee stress to customers (CSS). As emotional labor strategies [surface acting (SA) and deep acting (DA)] may mediate a role between CO and CSS, we verified multiple parallel mediator roles of SA and DA between CO and CSS. Our survey was administered to 323 school foodservice employees in Daegu and Gyeongbuk. The results show that CO increased DA but did not decrease SA, and SA had a positive effect on CSS while DA did not influence CSS. These results did not support the parallel multiple mediator model. We conducted post-hoc model modification and proposed the serial multiple mediator model as a modified model. As a result, CO increased DA, DA reduced SA, and SA showed a positive relation with CSS. This double mediating effect through DA and SA between CO and CSS was significant. Based on these results, we found that CO did not have a direct effect on SA and CSS. DA did not directly reduce CSS while CO reduced SA and CSS through DA indirectly. DA had a negative effect on CSS through SA indirectly. Finally, implications and limitations of this are discussed.

• Journal of the Korea Society of Computer and Information
• /
• v.26 no.3
• /
• pp.147-154
• /
• 2021

The purpose of this study is to analyze the impact about emotional labor of sales service workers. Collected data were statistically processed by PASW 18.0 program using reliability, frequency analysis, T-test, one-way ANOVA, correlation and multiple regression analysis. The results were as follows. First, it was found that the sales service workers had higher deep acting than the surface acting of emotional labor. Second, it was found that altruism differed according to working period, conscientiousness according to gender, and work-family conflict according to age, marital status, and average customer response time per day. Third, the higher the surface acting of emotional labor, the higher the altruism. And the higher the deep acting, the less job burnout and work-family conflict decreased, and the altruism and conscientiousness increased. Fourth, as a result of analyzing the relative influence of variables related to emotional labor, the variable that has the greatest influence was the deep acting of emotional labor.

• Journal of the Korean Society of Food Science and Nutrition
• /
• v.44 no.4
• /
• pp.610-618
• /
• 2015

The purpose of this study was to analyze differences in emotional labor strategies, burnout, and work engagement according to general characteristics of school foodservice employees as well as verify differential effects of two emotional labor strategies on burnout and work engagement. Our survey was administered to 400 school foodservice employees in Gyeongbuk from March 3 to April 25, 2014. A total of 358 completed questionnaires were returned, and 350 questionnaires were used for final analysis. For verification of mean differences, the mean scores for surface acting, deep acting, burnout, and work engagement were shown to be 2.38/5.00, 3.46, 2.67, and 3.41, respectively. The mean surface acting was significantly different according to cooking certification (P<0.001), turnover number (P<0.001), salary (P<0.001), and school level (P<0.01). The mean deep acting was significantly different according to educational background (P<0.001), cooking certification (P<0.001), employment status (P<0.001), salary (P<0.001), school level (P<0.01), and meal service time (P<0.05). The mean burnout was significantly different according to educational background (P<0.01), cooking certification (P<0.05), employment status (P<0.001), school level (P<0.001), and meal service time (P<0.001). The mean work engagement was significantly different according to cooking certification (P<0.001), employment satus (P<0.001), salary (P<0.001), school level (P<0.01), and meal service time (P<0.05). Verification of causal models found that surface acting and deep acting increased burnout and deep acting, respectively (research model). Additionally, surface acting did not influence work engagement, and deep acting did not influence burnout (alternative models). In other words, we identified that emotional labor strategies have differential influences on burnout and work engagement. Finally, implications and limitations of this study are discussed.

• Journal of Digital Convergence
• /
• v.13 no.11
• /
• pp.99-108
• /
• 2015

The aim of this research is to investigate empirically the interrelationship among emotional labor strategies, frontline employee creativity, service performance, and specifically examines the mediating effect of employee creativity in the relationship between emotional labor strategies and service performance in the context of bank industry. The data were collected from frontline employees of banks in Daegu and Gyeongnam. A total of 484 questionnaires were used for the final analysis. Consistent with hypotheses, the results of analysis show that surface acting has a negative effect on employee creativity, while deep acting has a positive effect on employee creativity, and employee creativity has a positive effect on service performance. Furthermore, employee creativity has mediating effect in the relationship between emotional labor strategies-performance.

• Journal of the Korea Academia-Industrial cooperation Society
• /
• v.15 no.6
• /
• pp.3524-3533
• /
• 2014

The purpose of this study was to verify the differential influences of two emotional labor strategies on perceived CSS and burnout, and the mediating role of perceived CSS between emotional labor and burnout. The data was collected using self-reported questionnaires. A total of 568 hotel service employees who worked in various service jobs, participated in this study. The result indicated that surface acting had a positive influence on perceived CSS and burnout, and perceived CSS performed a mediating role between surface acting and burnout. In addition, deep acting had a negative effect on burnout but no effect on perceived CSS. As a result, deep acting reduced burnout without increasing perceived CSS, unlike surface acting. These results suggest that the two emotional labor strategies need to be treated differently. Finally, the implications and limitations of this study were discussed.

• Journal of the Korean Society for Railway
• /
• v.16 no.1
• /
• pp.71-77
• /
• 2013

This study analyzes how deep acting and surface acting, both classified as emotional labor, influence emotional exhaustion and turnover-intention for 263 KTX attendants. The followings are the summarized results of our analysis. First, the deep acting of KTX attendants does not affect emotional exhaustion, but surface acting was found to have a positive influence on emotional exhaustion. Second, the deep acting of KTX attendants had a positive impact on turnover-intention, but surface acting did not affect turnover-intention. Last, the emotional exhaustion of KTX attendants had a positive impact on turnover-intention. In conclusion, these results imply that it is important for employers to manage their employees' emotion in order to prevent turnover among KTX attendants.

• Journal of the Korean Society for Railway
• /
• v.17 no.4
• /
• pp.289-296
• /
• 2014

This study analyzes, based on survey of the behavior of 288 railroad tour conductors. how deep acting and surface acting, which were both classified as emotional labor, influence customer orientation. It also analyzes the moderating effect of POS (perceived organizational support) on emotional labor and customer orientation. The following are the summarized results of the analysis. First, railroad tour conductors' deep acting has a positive influence on customer orientation. And surface acting has a negative effect on it. Second, after the moderating effect of POS has been studied, it is found that POS does not appear to have a moderating effect on customer orientation of deep acting but does appear to have a moderating effect on customer orientation of surface acting. In conclusion, this study implies that it is important, to railroad tour conductors, that organizational level support enhance customer orientation; it is also important to manage railroad tour conductors' emotions in order to enhance customer orientation.

• Korean Journal of Childcare and Education
• /
• v.11 no.5
• /
• pp.19-37
• /
• 2015

The purpose of this study was to find out the linkage between emotional display rules and emotional labor strategy and the affects of the display rule factors on the emotional labor strategy. The participants of this study were 268 childcare teachers in Seoul, and the collected data were analyzed using correlation analysis and multiple regression analysis. The results were as follows: First, display rule perception was positively related to deep acting and surface acting. And the deep acting was positively related to display rule education, commitment, fairness of display rule, and explicit display rule. Second, display rule perception has a positive effect on deep acting and surface acting. And the commitment to display rule has a positive effect on deep acting. This study provided practical implications to help childcare teachers' emotional labor, and suggested directions for the education program for the emotional competence of childcare teachers.

• Journal of Korea Society of Industrial Information Systems
• /
• v.22 no.5
• /
• pp.113-128
• /
• 2017

This Study Examined the Effects of Disgruntled Customers' Behaviors on the Emotional Dissonance of Service Workers, the Effects of Emotional Dissonance on Emotional Exhaustion, and the Effects of Emotional Dissonance on Turnover Intention and Customer Orientation. In Addition, this Study Examined the Moderating Effects of Emotional Labor Strategies(both surface acting and deep acting), in the Relationship Between Customers' Disgruntled Behaviors and Emotional Dissonance. A Survey was Conducted on Hospital Workers and Drew the Following Results. First, Disgruntled Behavior had a Positively Significant Effect on Emotional Dissonance. Second, Emotional Dissonance had a Positively Significant Effect on Emotional Exhaustion. Third, Emotional Exhaustion had a Positively Significant Effect on Turnover Intention but Negatively Significant Effect on Customer Orientation. Finally, According to a Hierarchical Regression Analysis, Disgruntled Behavior and a Moderating Variable, Surface Acting had a Significant Interaction Effect on Dependent Variable, Emotional Dissonance, but Disgruntled Behavior and a Moderating Variable, Deep Acting did not.