• Journal of Digital Convergence
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• v.14 no.2
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• pp.449-457
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• 2016

The purpose of this study was empirically to reveal the effects of emotional labor and job burnout of the ski resort workers on service level. For the study, a survey of 215 people working in domestic ski resorts was conducted. Emotional labor was composed of two sub-factors: surface acting and deep acting. Service level was composed of three sub-factors: tangibles, responsiveness, endeavor. The following results were obtained by confirmatory factor analysis, reliability analysis, correlation analysis, regression analysis. First, in emotional labor which ski resort worker perceived, surface acting had a positive effect on job burnout, while deep acting had a negative effect on it. Second, surface acting had a positive effect on tangibles and responsiveness of service level and deep acting had a positive effect on tangibles, responsiveness and endeavor of service level. Third, job burnout which ski resort worker perceived had a negative effect on tangibles, responsiveness and endeavor of service level. This study suggested that implications and limitations of the relationship between outcomes and emotional labor which people working at sport organizations such as a ski resort have experienced.

• The Journal of the Korea Contents Association
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• v.13 no.7
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• pp.395-405
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• 2013

The purpose of this study is to examine the relationship among the emotional labor, burnout, and organizational commitment in airline context. In this study, 2 hypotheses based on literature reviews were employed. Questionnaire was also developed based on previous studies. A convenience sample of 163 flight attendants was surveyed and 153 usable questionnaires were analyzed. According to the literature review, emotional labor was divided into 'surface acting' and 'deep acting'. Burnout, on the other hand, was categorized into the following variables: 'emotional exhaustion', 'depersonalization' and 'reduced feelings of personal accomplishment' accordingly. Then the data and hypotheses were examined using structural equation modeling (SEM) by AMOS. The results are as follows. Firstly, emotional labor has no effect on 'emotional exhaustion' while emotional labor has negative effects on 'depersonalization' and 'reduced feelings of personal accomplishment'. Secondly, 'depersonalization' and 'reduced feelings of personal accomplishments'' factor have negative effects on organizational commitment while 'emotional exhaustion' has no effect on organizational commitment. Continuous and systematic training should be conducted to administer 'emotional labor'. Consulting system should also be conducted to reduce burnout and systematic procedure is also needed to induce positive results from burnout.

• Journal of the Korea Convergence Society
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• v.10 no.8
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• pp.309-316
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• 2019

This study was examined to confirm the effect of emotional labor and social support on Job embeddedness in clinical nurses. The subjects were working in general hospitals over 300 beds in Gwangju area. The 197 data were analyzed by descriptive statistics, t-test, ANOVA, Pearson's correlation analysis, and hierarchical regression analysis. Deep acting(r=.290, p<.01) of emotional labor and supervisor support(r=.389, p<.01) and peer support (r=.160, p<.05) of social support were reported positively correlated with job embeddedness. Deep acting(${\beta}=.236$, p<.001) of emotional labor and supervisor support(${\beta}=.319$, p<.001) of social support were reported to have effect on job embeddedness. These findings suggest that in order to promote job embeddedness of clinical nurses, the strategies to improve deep acting of emotional labor and supervisor support of social support should be provided in clinical nursing field.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.22 no.3
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• pp.476-484
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• 2021

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.

• Journal of Digital Convergence
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• v.15 no.11
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• pp.611-620
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• 2017

The purpose of this study was to investigate the relationship between emotional labor, job burnout and job satisfaction in instructors. The data were collected from 323 fitness center instructors using multistage stratified cluster random sampling method. With the collected data, factor analysis, reliability analysis, frequency analysis, correlation analysis, model fit tested, and structural equation model were performed by SPSS 23.0 and AMOS 20.0. The result of the analysis were summarized as follows. First, the emotional labor(inner behavior) impacts negative influence on job burnout of fitness center instructors. Second, the emotional labor(surface behavior) impacts positive influence on job satisfaction of fitness center instructors. Third, the job burnout impacts negative influence on job satisfaction of fitness center instructors. Fourth, the emotional labor(inner behavior) impacts positive influence on job satisfaction of fitness center instructors. Fifth, the emotional labor(surface behavior) does not influence on job satisfaction of fitness center instructors.

• The Journal of the Korea Contents Association
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• v.15 no.6
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• pp.487-498
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• 2015

The main purpose of this study was to examine the relationship among hoteliers' emotional labor like surface acting (SA) and deep acting (DA), job stress such as physical stress (PS) and mental stress (MS), and extra-role behavior (EB). Using data from 264 surveys collected from five-star hotels' employees, the author empirically tested the research model. Main results on applying structural equation analysis are as follows. (1) SA had positive impacts on both PS and JS while DA was negatively significant on only MS. (2) ER was influenced by DA while there was no significance on SA. (3) MS was negatively related to ER, and PS was also significantly effective; however, the estimate of PS indicated a positive correlation unlike theoretical prediction. In conclusion, a discussion about the interesting phenomenon was held based on self-rewarding acts.

• Culinary science and hospitality research
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• v.21 no.2
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• pp.27-40
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• 2015

This study conducted frequency analysis to explain demographic characteristics using SPSS 18.0 in order to examine the effects of emotional labor of open kitchen employees working for hotels or food service companies. In addition, factor analyses and reliability analyses were performed to test validity and reliability of measured items, and this study also conducted regression analyses in order to test proposed hypotheses in this study. Results are as follows: First, for the effects of the emotional labor of open kitchen employees on job satisfaction, it was found that deep acting has positive effects on job satisfaction, whereas surface acting has negative effects on it. Second, the result shows that job satisfaction has a positive (+) effect on customer orientation. Third, it was found that deep acting has positive effects on customer orientation, while surface acting does not have any significant effects on it. It is considered that supervisors and colleagues' support and assistance are required as a way of reducing emotional labor of employees who work in the open kitchen.

• Journal of Korea Society of Industrial Information Systems
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• v.20 no.4
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• pp.89-102
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• 2015

The purpose of this paper is to attempt to investigate how emotional labor strategies (i.e. surface acting and deep acting) affect job performance and turnover intention thorough emotional exhaustion. Another important objective of this study was to see whether perceived organizational support (POS) moderates the relationship between emotional labor strategies and emotional exhaustion. Structural equation modeling analysis provided support for the hypotheses from a sample of 225 China department store sales employees. The results revealed that surface acting has a positive influence on emotional exhaustion, whereas deep acting has not significant influence on emotional exhaustion. Second, emotional exhaustion has a negative influence on job performance, whereas it has a positive influence on turnover intention. In addition, the relationship between surface acting and job performance/turnover intention was significantly mediated by emotional exhaustion. Furthermore, perceived organizational supporting mitigated the negative relationship between deep acting and emotional exhaustion. The findings of this study contributed to the literature by identifying the relationship between surface and deep acting on employee outcomes (i.e. emotional exhaustion, job performance, turnover intention), especially in China. In addition, this study also confirmed the important buffering role of POS based on the norm of reciprocity between an organization and its members.

• Journal of The Korean Association For Science Education
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• v.36 no.2
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• pp.231-251
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• 2016

The goal of the study was to examine pre-service teachers' emotional experiences, especially during student teaching. The following questions guided this study. First, during student teaching, what are the characteristics of emotional experiences of pre-service science teachers? Second, what are used as the emotional rules and strategies by student teacher? In this study, we tracked nine pre-service science teachers over a four-week period of the student teaching. The data sources were lesson observations, interviews, emotional journals, and video-recorded classroom lessons. Results showed that student teachers experienced various 25 different types of emotions which were reported as the primary emotions of Koreans. The main subjects for interaction for positive emotions were students. For negative emotions, students, teachers and student teachers themselves all resulted in such negative emotional experiences. When the student teachers experienced negative emotions, they followed the emotional rule that their emotions should not be expressed in front of the students. Because of this, they tried various strategies for controlling emotions, such as 'understanding students', 'finding the positive side', 'seeing good students', 'ignoring', 'holding back', 'evading', and 'giving up'. Finally, suggestions for teacher education were discussed.

• Culinary science and hospitality research
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• v.22 no.7
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• pp.158-172
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• 2016

This study engaged food-service industry workers in Busan (casual dining restaurants and buffets) to investigate the moderating effect of job satisfaction on the influence of emotional labor on turnover intention and job burnout. To accomplish the goal of this study, the statistical programs SPSS 21.0 and AMOS 21.0 were employed for frequency analysis, factor analysis, reliability, and confirmatory factor analysis of responses from f 278 respondents. An examination was conducted to prove the hypothesis based on a structural equation model. There are two sub factors of emotional labor, surface acting and deep acting. According to the result of this study, surface acting has a positive influence (+) on job burnout (exhaustion) while deep acting has a negative influence(-). In addition, job burnout showed a positive influence (+) on turnover intention. It has been revealed that job satisfaction has a moderating effect on the path from deep acting to job burnout. Having considered that job burnout of food-service workers in Busan was related to deep acting, one of sub factors of emotional labors, promoting deep acting appears to be the way of reducing both job burnout and the number of people with turnover intention. Therefore, it is necessary for restaurant owners and CEOs to implement employee training and improve employee benefits in order to promote the deep acting of their employees.