• 한국벤처창업학회:학술대회논문집
• /
• 2023.11a
• /
• pp.163-167
• /
• 2023

사회복지 분야 감정노동은 타 감정노동 분야보다 높은 감정투입이 요구되는 분야로서 사회복지 분야 감정노동 관련 연구는 코로나 19 확산기점으로 연구가 감소되는 현상을 확인할 수가 있었는데 코로나 19의 엔데믹을 맞아 다시 복지현장에 투입되는 사회복지사들의 감정노동 현상을 지속적으로 파악, 연구하기 위해 감정노동 관련 연구는 지속적으로 증가해야 할 것으로 예상된다. 본 연구는 2010년부터 2023년까지 국내발표된 등재지, 등재후보지 논문을 대상으로 사회복지 분야 감정노동 연구동향을 파악하고자 한다. 연구동향 분석을 위해 총 119개의 논문을 대상으로 워드 클라우드, 동시출현빈도, 연도별 게재현황, 네크워트 분석을 실시할 예정이다.

• The Journal of the Korea Contents Association
• /
• v.19 no.6
• /
• pp.541-552
• /
• 2019

Recently, social welfare officers are suffering from a lot of job stress due to increasing work and are carrying out emotional labor. This study assessed the effect of emotional labor on the quality of welfare service through a questionnaire survey on 937 civil servants in Sejong city and Chungcheongnam-do provinces. First, social welfare officers experienced more than average level of emotional labor, and they performed more internal behavior than surface behavior. Second, the services provided by the social welfare officers were higher than usual, followed by tangibility, assurance, reliability, empathy, and responsiveness. Third, deeping acting had a positive (+) influence on service quality among the sub-factors of emotional labor. In other words, the quality of service increases as the emotional state itself changes, On the other hand, deeping acting did not affect service quality. In the future, policy responses to excessive work burden of social welfare officers should be needed and a manual for responding to emotional labor should be provided.

• The Journal of the Korea Contents Association
• /
• v.19 no.3
• /
• pp.31-47
• /
• 2019

This study analyzes the emotional labor experiences of 8 social workers in social welfare facilities and public institutions by thematic analysis method with interveiws with them. Six categories and Twenty two themes concerning the emotional labor experience were derived from the analysis. Six categories are as follows: 'work life as a target for anger', 'unsafe workplace', 'emotional labor that ruins life', 'overcoming hurt emotion', and 'living with emotional labor'. Social workers are constantly required to perform emotional labor providing services to clients in the field of practice, and they also suffer verbal abuse from clients. Social workers feel the pressure of work in the environment that does not tolerate mistakes and they must keep their safety on their own. In these cases, emotional labor has effects on the physical and mental health of workers. The problem of emotional labor is difficult to solve and there might not be no choice but to endure. This study suggests practical and policy measures for social workers based on the results of the analysis. Policy suggestions are as follows: safety assurance for social workers, establishment of base facilities for employee support, human rights education for employees, preparation of super vision system, and the provision of a mental health care system.

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

• Journal of Digital Convergence
• /
• v.18 no.6
• /
• pp.501-511
• /
• 2020

This study examined the relationship between emotional labor, job stress and job performance for 226 social workers. The main results are as follows. First, the degree of attention to emotion expression, a sub-concept of emotional labor, had a positive effect on role conflict, a sub-concept of job stress, and emotional disharmony had a positive effect on role overload and role conflict. Second, attention level, emotional disharmony, and frequency of emotional labor, which are sub-concepts of emotional labor, did not have a statistically significant effect on both job performance and sub-concepts, role conflict, role conflict, and job ambiguity. Third, role overload and role conflict, which are sub-concepts of job stress, have a statistically significant negative impact on both in-role performance and out of role performance.

• The Journal of the Korea Contents Association
• /
• v.21 no.2
• /
• pp.330-342
• /
• 2021

The purpose of this study is to investigate the mediated effect of superior and co-worker support in the relationship between emotional labor and job performance of social workers working in social welfare facilities The research method is based on the results of a survey of 445 social workers working at social welfare facilities in the Seoul metropolitan area. The collected data are analyzed using SPSS V22.0 as follows. First, it had been shown that in the emotional labor of social workers, surface behavior had a negative effect on job performance, and inner action had a positive effect on job performance. Second, in the emotional labor of social workers, it was found that the surface act had a positive effect on the support of the superior and co-worker, and the inner act had a negative effect on the support of the superior and co-worker. Third, the superior & co-worker support of social workers had a positive effect on job performance. Fourth, superior & co-worker support in the relation to surface behavior and job performance in the emotional labor of social workers had a negative mediated effect. Superior & co-worker support in relation to inner act and job performance had revealed that it did not have a mediated effect.

• Korean Journal of Social Welfare
• /
• v.65 no.4
• /
• pp.137-163
• /
• 2013

The purpose of this study is to investigate the influence of social workers' emotional labor on non-task behaviors. This study characterizes emotional labor as deep acting and surface acting, non-task behavior as organizational citizenship behavior(OCB) and counterproductive work behavior(CWB). And this study also examines the mediating effect of social workers' emotional dissonance in the relationship between surface acting and non-task behavior, and the moderating effect of senior worker's emotional leadership in the relationship between emotional dissonance and non-task behaviors. The results from this study are as follows. Firstly, social workers' deep acting improves their OCB. Secondly, social workers' surface acting has strong effects on their emotional dissonance, and this emotional dissonance hinders their OCB. In addition, the mediating effect of emotional dissonance is also recognized at this point. Thirdly, senior worker's emotional leadership moderates the relationship between social worker's emotional dissonance and OCB in the sense that emotional leadership is expected to reduce the negative effects of emotional dissonance on OCB. However, the influence of emotional labor on CWB has no statistical significance in this study. Based on these results, detailed theoretical and practical implications are discussed.

• 한국사회정책
• /
• v.20 no.3
• /
• pp.141-170
• /
• 2013

The purpose of this study is to find out the relationship among the degree to provide emotional labor, personal relationship and the intent to stay of female care service workers. Specifically, this study focuses on the mediating effect of the personal relationship (client and agency relation). The path analysis and structural equation modeling analysis were performed on the collected data using SPSS18.0. and AMOS 8.0. And Sobel test conducted for examine the mediating effect. The results are the followings. First, the result of the analysis showed that agency relationship was an indirect factor as the partial mediating effect on relationship between the degree to provide emotional labor and the intent to stay for the care women workers. The result suggests that education utilizing various techniques and strategies to overcome the difficulty accompanied by emotional labor such as communication education and the government try to effort managing and controlling the agency which impact on the labor condition of care workers. Second, the government also tries to provide the trust and collaboration network system which construct a good relationship between the care worker and the agency.

• Journal of Industrial Convergence
• /
• v.19 no.3
• /
• pp.41-49
• /
• 2021

The purpose of this study is to understand the impact of emotional labor of disabled infant teachers on job stress and to understand the mediated effect of resilience in these relationships. The subject of the study is a disabled infant teacher at a daycare center specialized in disabled children. The survey was conducted on a self-contained basis, and a total of 203 copies were recovered and 194 were analyzed except for 9 unfaithful responses. First, the higher the level of emotional labor, the higher the job stress. Second, the higher the level of emotional labor, the lower the resilience. Third, resilience had a partial mediated effect in the impact of emotional labor on job stress. Therefore, measures are needed to prevent job stress and improve resilience for disabled infant teachers.

• Journal of Venture Innovation
• /
• v.1 no.1
• /
• pp.129-143
• /
• 2018

When consulting with senior service user or his or her family members, employees of senior welfare facilities face a vertical relationship due to age rather than a horizontal relationship. Despite few cases reported, service users and the families afflict physical and mental pain on the employees through irrational demands, physical abuses, and verbal abuses. In particular, the Korean society has advocated the notion of respecting elders and thus emphasized members of society to provide unconditional support to those of old age. In reality, however, people who work at senior welfare facilities report the difficulty of providing supports to heavy demands in selfish complaints that are often impossible to fulfill. Starting from May 2018, there has been a petition to the Korean Blue House, seeking protective measures for 'Senior welfare facility professions who are exposed to violence'. The study conduct researches on the effect of job stress on the organizational commitment for senior welfare facility employees from suffering emotional labor. Furthermore, it also aims to point the difficulties that the professions face and the solutions that alleviate the conflicts between the rights of services users of senior welfare facilities and its staffs. The study surveyed 178 staffs who work in senior welfare facilities in Seoul and Gyeonggi Province as its research method. The collected data was analyzed by using IBM SPSS Statistics 24.0 to derive the general characteristics of the sample, reliability, feasibility analysis, correlation analysis, and verification of the research hypothesis. The study was able to conclude the following: First, the frequency of emotional expression of senior welfare facility staffs had negative(-) influences on job stress. Second, the incongruity of emotions of senior welfare facility staffs had negative(-) influences on job stress. Third, the incongruity of emotions of senior welfare facility staffs had negative (-) influences on job stress. Fourth, the job stress showed mediating effects between emotional labor factors and organizational commitment