• 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.

• Korean Journal of Labor Studies
• /
• v.17 no.1
• /
• pp.177-208
• /
• 2011

This article examines that how in-house subcontract has been introduced and developed in metal industry in 1970s, focusing typical workplaces in steel industry. That was essential for the capital to insure control mechanism for large number of laborer because of mobilizing a large scale of capital in industrialization of heavy metal industry. In case of Pohang steel industry, this necessity was fulfilled by introduction and imitation of Japanese personnel management by being included of Japanese economic hinterland. This was embodied in both constructing internal labor market for regular workers and introducing in-house subcontracting system for contingent workers at workplaces. This was exceptional comparing in-house subcontracting system in Korean steel industry with in-house subcontracting system in advanced economies, because of disappearing in-house subcontracting system by making internal labor market. And this was closely linked by late development of Korea. Implications of Pohang steel company's case are as follows : first, late development effect in formation of employment system, second, in linking informality of Korean employment system. This implications mean that in-house subcontracting in steel industry is structured as mechanism for personnel management in large factory being influenced by industrialization of heavy industry. In this point, improvements which include wide economic solution beyond labor solution for present problem of in-house subcontracting system is desirable.

• Journal of Labour Economics
• /
• v.33 no.2
• /
• pp.91-134
• /
• 2010

This study examines job transition process and its lahor market performance by reasons of job separation, using the Employment Insurance DB(2000~07). The findings show that involuntary job changers lend to suffer greater loss in job spell and real wage than voluntary job changers, which seems to reflect their characteristics such as lower quality of job matching due to unsystematic job search, negative signaling effect in the labor market and decreasing availability of human capital in previous job. In addition, unemployment benefit eligible for involuntary job changers tends to prolong the period of unemployment, while increasing job spell in the following employment.

• Journal of dental hygiene science
• /
• v.14 no.3
• /
• pp.295-301
• /
• 2014

This research purports to find out the factors that affect the level of emotional labor in dental hygienists. Data were collected from 204 dental hygienists working at 5 university hospitals and 55 dental clinics through self-administered questionnaire, and analyzed by statistical analysis using t-test, ANOVA, and regression analysis. The main findings of the study are as follows: First, the higher the educational level of dental hygienists, and the bigger the size of dental institutions they work, the higher the level of emotional labor of dental hygienists. Second, patient and environmental factors were found to have significant effects on the level of emotional labor. The above results imply that managers should try to make the workplace better environment which can secure appropriate workload and rewards, and support for work related education programs etc. It is also needed to educate the patients in order to prevent unnecessary conflicts between the patients and dental hygienists.

• Journal of the Korea Convergence Society
• /
• v.13 no.1
• /
• pp.269-282
• /
• 2022

The purpose of this study is not only to explore the effects of emotional labor on job stress but also to investigate the moderating effects of grit and social support between emotional labor and job stress. A survey was conducted for 804 call center counselors in Daegu, Daejeon and Suwon to figure out research questions, and the collected data were analyzed with SPSS 25.0. The results of the data analysis are as follows. First, emotional labor of customer counselors was found to have a positive effect on job stress. Second, in the relationship between emotional labor and job stress of customer counselors, grit showed different results according to sub-factors. The higher the Perseverance of Effort, the higher the job stress, and the higher the Consistency of Interest, the lower the job stress. Third, in the relationship between emotional labor and job stress of customer counselors, supervisor support of social support had a moderating effect, while peer support had no moderating effect. It shows that in order to prevent job stress of customer counselors, who have a high intensity of emotional labor, it is necessary to intervene to help them develop a positive perception of themselves through non-cognitive factors such as grit and the support provided by a trusted target. In addition, appropriate intervention methods and educational environment should be supported.

• Korean Journal of Labor Studies
• /
• v.23 no.1
• /
• pp.165-195
• /
• 2017

This paper deals with 'men facing limits of lives' from a perspective of struggle for social recognition. Men facing limits of lives in this paper indicates activists who have dedicated to labor movements since 1970s, and struggle for social recognition means to fight to acquire recognition in terms of love, rights and values, from members of societies. This paper analyzes the process of their failure and frustration in pursuing passion for recognition. They formed democratic labor unions, as an effort for recognition, and this led to foundation of progressive parties. Nonetheless, they are standing on a crossroad between lethargic and depression, while they are pursuing reformation and revolution. Why is their passion cooled down and depression aggravated? This paper argues various rifts both in internal and external realms of labor activists as critical factor of the failure, and suggests communication to heal the rifts as an alternative.

• Korea journal of population studies
• /
• v.19 no.1
• /
• pp.5-44
• /
• 1996

Wornen's lahor market participation as well as the policy concern for wider utilization of married women, have continuously grown up. However, research efforts on the determinants of women's labor market participation, in the context of the relationship hetween life courses and active entry into lahor market, has been far behind the growing interest in this field. This study has conducted an event histoiry analysis of women's labor market transition utilizing personal occupational history data collected by the Korea Institute for Women's Development in 1991. The analysis is divided into tow parts: First part introduces logit regression to analyze the determinants of women's labor market participation and exit. The second part employs Cox regression to see the variation of transition rate between employment and non-employment. The result shows that there is a wide variation in women's labor market participation according to age, cohort, and family formation. Special note is needed for the significantly negative effect of marriage and child birth on labor market participation. The transition pattern of lower class women with less education fits well to the prediction of neo-classical economics; but the tendency of highly educated women's regression to non-employment reveals the strong influence of the unfavorable labor market structure, which can be better explained by the neo-structuralist perspective. There is a strong trade-off between productive and reproductive labor of women, which can only be corrected by strong policy implementation, such as extended child care facilities, abolition of discriminatory employment practices, and expansion of flexible part-time employment.

• Korea journal of population studies
• /
• v.10 no.2
• /
• pp.1-16
• /
• 1987

This work examines reemployment processes through the use of event history unemployment data in the United States. Two aspects of these processes, the duration of unemployment and changes in the reemployment rate, are modelled and analyzed in terms of individual characteristics and their structural positions in the labor market. The secondary labor market is a competitive market in which unemployment occurs because people quit their jobs to devote more time in search for better jobs. Using search theory, the rate of reemployment has a positive time dependence as the searcher lower her reservation wage with the passage of time. By contrast, the primary market is characterized by long-term employment relations which reduce voluntary turnovers but generate layoffs temporarily. Relying on contract theory, because workers on temporary layoffs wait for recall, reemployment rates have a constant time dependence. Empirical results of unemployment durations indicate that reemployment processes are influenced by individual's positions in dual labor market structures. While the analysis suggests that the amount of search reemployment seems to be positively related to the degree of competitiveness of a market, somewhat weaker results are noted in the search reemployment processes in competitive markets.

• Journal of the Korea Academia-Industrial cooperation Society
• /
• v.19 no.7
• /
• pp.396-406
• /
• 2018

The purpose of this study was to investigate the causal relationship between factors affecting the quality of life (QOL) of call center representatives by applying the PRECEDE model to structural equation modeling. The subjects of the survey were 695 consultants engaged in inbound work at four call centers in D metropolitan city. Data collection was conducted using structured, self-administered questionnaires from November 15th to December 5th, 2016. The results of this study show that the QOL of the reps was significantly negatively correlated with mental health and emotional labor but significantly positively correlated with work environment, self-efficacy, organizational support, and organizational commitment. The results of structural model analysis show that mental health had a negative influence on QOL, whereas work environment and self-efficacy had a positive influence. In addition, emotional labor had a negative effect on mental health, but organizational commitment and work environment had lowered emotional labor level. In addition, organizational support had enhanced employee self-efficacy and organizational commitment, and organizational commitment had mitigated emotional labor. Therefore, it is necessary to implement a health promotion program to improve the QOL of call center reps.

• Journal of Digital Convergence
• /
• v.16 no.1
• /
• pp.21-33
• /
• 2018

This study aims to analyze whether there are mediating effects of emotional labor on the relationship between job characteristics of elderly caregivers and their job satisfaction and burnouts. The sample was consisted of 299 elderly caregivers working for the long-term elderly care centers from Seoul and Kyunggi areas. Both hierarchical multiple regression analysis and mediated regression analysis are used for statistical analysis. The findings from the study are as follow. First, the job characteristics of elderly caregivers have significant effects on their job satisfaction, burnouts, and emotional labor levels after controlling for background variables. Second, emotional labor has a significant effect on burnout, but it has no effect on job satisfaction. Third, there are mediating effects of emotional labor on the relationship between job characteristics of elderly caregivers and their job satisfaction/burnouts. These results suggest that enhanced supervision and stress management education as well as job improvement for elderly caregivers be carried out for the improvement of both their job satisfaction and burnouts. Furthermore, the improvement of the working conditions of elderly caregivers should be paid attention by the government as well as individual elderly care centers.