• Journal of the Korea Convergence Society
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• v.6 no.6
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• pp.27-34
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• 2015

Abstract The purpose of this study is to analyze the changes in job satisfaction and turnover intention according to the level of Emotional labor and the mediating effect in dental hygienists. Higher levels of emotional labor resulted in lower levels of job satisfaction, as well as higher levels of turnover intention. We used the logistic regression analysis to compare change of job satisfaction, turnover intention according to the level of emotional labor. In logistic regression analyses, social support was the largest mediating factor between emotional labor and job satisfaction and the odds(Likely to with low job satisfaction) was down by 16% after adjustment for supervisor, colleague. In case of turnover intention, largest mediating factor were drinking, physical condition, supervisor, colleague and the odds(Likely to with high turnover intention) was down by 52% after adjustment for mediating factors. The results of this study were as follows. Emotional labor was negatively impact on job satisfaction and turnover intention. To increase the job satisfaction and lower the turnover intention, it is necessary to do more efforts to improve social support(supervisor and colleague) and management personal factor(drinking, physical condition) for the dental hygienists should be made to reduce such negative effects.

• Korean Journal of Culture and Social Issue
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• v.21 no.3
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• pp.317-338
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• 2015

The main purpose of this research is to examine the relation of variables related to the worker's stress symptoms and coping. The influence of emotional support(from family, colleague, and boss), self-efficacy (self-regulatory, social, relational, resiliency, and management of work), job-satisfaction, and job-performance on worker's stress symptoms and coping is analyzed. Participants were 559 teachers (elementary 205, junior high 203, senior high 151; male 132, female 427). The results were as follows: There were no significant differences in stress symptoms and coping among primary, junior and senior high school teachers. On the other hand, there were significant differences in stress symptoms and coping between male and female teachers. Female teachers experienced more stress symptoms than male teachers. At the same time female teachers coped more efficiently in stress situation than male teachers. With emotional support, self-efficacy, job-performance and job-satisfaction as independent variables, the result of multiple regression showed that job-satisfaction has a negative influence on stress symptoms. Positive influences on stress coping was found for resiliency of self-efficacy in case of male teachers, and in case of female teachers resiliency of self-efficacy, emotional support from colleague, job-performance, and emotional support from family. Therefore, regardless of the gender of the teachers, high job-satisfaction decreased stress symptoms and high resiliency of self-efficacy increased efficient stress coping. As for female teachers, not only resiliency of self-efficacy but also emotional support from colleague and family, job-performance contributed to coping with stress.

• The Journal of the Korea Contents Association
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• v.5 no.6
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• pp.264-272
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• 2005

It is generally defined that the trust between members are relayed on the belief of ability and support. The purpose of this study is to make sure that participative decision making effects on productivity of group based on that cooperative relationship could bring the productive improvement. As the results, we could figure out that satisfiable rate of performance feedback and open communication are related with the productivity Especially, an administrative group based on the mutual trust, can meet the level of customer's satisfaction and cultural multiplicity. Setting up the mutual trust is to maximize the ability of members and to derive the motivation of working concentration.

• The Journal of the Korea Contents Association
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• v.8 no.8
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• pp.223-234
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• 2008

This study aims to understand the relation between the perceived social exchange of employees in service industry, which is focused on food service industry, and the organizational citizenship behavior, and to consider the efficiency of human resources management in service industry. To achieve the purpose of this study, a documentary study and an empirical study based on a structural equation model analysis were carried out. In this study, the social exchange consist of perceived leader support, perceived coworker support, and perceived organization support. Also the organizational citizenship behavior consist of organizational citizenship behavior for individual and organizational citizenship behavior for organization. And then, the relation between the variables was found out. Finally, based upon the results of analysis, this study was suggested for human resources management in service industry.

• Korean Journal of Social Welfare
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• v.66 no.1
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• pp.87-111
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• 2014

The purpose of this study is to analyze informal learning cases including learning work and being skillful of social workers in the workplace. In addition, it is to examine the promotion plan of informal learning to reinforce competences of social workers in the development of human resources and managemental way. This is a qualitative case study that was involved 20 social workers working in social welfare centers in Jeju. Face to face in-depth interviews were used for collected data. Nvivo10, qualitative data analysis program, was used for analyzing data. According to the findings, the most normal informal learning method in their workplace was to get feedback from the boss including adapting the system of a workplace senior, participating in the meetings, reviewing various media and etc. In addition, feedback from the boss and contacting with acquaintances were used the most as the informal learning method in the learning work and being skillful process of social workers and focused on communication with human resources. Therefore, social welfare centers need to create working environments to promote informal activities such as supporting individual learning, informal meetings, mentoring, supervision, interacting with colleagues and etc as well as supporting institutional formal learning including refresher training to reinforce the capabilities for social workers.

• 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.

• Korean Journal of Culture and Social Issue
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• v.22 no.1
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• pp.87-118
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• 2016

The purpose of this present study was to investigate the influence of abusive supervision on strain-based work interference with family and interpersonal deviance. In addition, this study examined the mediating effect of subordinates' emotional labor toward supervisors and the moderating effect of hierarchical organizational climates on emotional labor, perceived organizational family support on strain-based work-family conflict, and social network on interpersonal deviance. The results are summarized as follows: (1) abusive supervision was positively related to subordinates' emotional labor toward supervisors. (2) Emotional labor was positively related to strain-based work-family conflict and interpersonal deviance. (3) Subordinates' emotional labor mediated the relationship between abusive supervision and the two outcome variables. (4) Hierarchical organizational climates moderated the relationship between abusive supervision and emotional labor. (5) Perceived organizational family did not have moderating effect between emotional labor and strain-based work-family conflict. (6) Social network had moderating effect but it did not influence interpersonal deviance as predicted by the hypothesis. Based on the results, implications of findings, limitations, and suggestions for future research were discussed.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.19 no.1
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• pp.486-496
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• 2018

Customer incivility is an important stress factor employees performing service tasks, and this is equally true for employees who perform civil affairs services. The purpose of this study is to investigate the negative effects of adverse customer behavior and ways to reduce it. This study adopts the Conservation of Resource (COR) theory in order to examine customer incivility. This study predicts that customer incivility will negative emotions and eventually lead to emotional exhaustion in employees. We also predict that social support (organizational support, supervisor support, coworker support) perceived by employees would moderate the relationship between customer incivility and negative emotions. This study is based on 481 questionnaires collected from public officials. The results are as follows: First, customer incivility causes negative emotions. Second, negative emotions mediate the relationship between customer incivility and emotional exhaustion. Third, the relationship between customer incivility and negative emotions showed moderating effects on the perception of organizational support which is one of three types of social support. Based on the results of this study, implications, limitations, and future direction of research are suggested.

• Journal of dental hygiene science
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• v.12 no.6
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• pp.644-651
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• 2012

This study purports to measure the level of work friendship in dental clinic and examines the friendship's effect on the organizational effectiveness. Data were collected from workers who worked in dental clinic located in Seoul and Gyeonggi areas by self-administered questionnaires from early in October till lately in September, 2009 through direct interview and e-mail. Among 250 questionnaires, 240 responses were returned, and 17 copies with an inaccurate answer were excluded. Finally 223 responses were analyzed through SPSS program. The study revealed that the work friendship in dental clinic has enormous influence on job satisfaction, occupational commitment, intent to leave, stress etc. The results imply that the managers of the dental clinics need to create an organizational climate which emphasizes on a good relationship among members and have them take part in various committees or informal activities.

• The Journal of the Korea Contents Association
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• v.8 no.10
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• pp.309-316
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• 2008

In a study on effect of service education and training for tour conductors upon customer orientation and satisfaction it was shown that in view of insufficient service of education and training for tour conductors and increased number of population travelling by utilizing travel firms and their call for satisfying diverse demand there is need for customer oriented tour conductors to induce customer satisfaction through diverse role playing by tour conductors. It was indicated that such efforts lead to customer satisfaction and also has impact on improving image of company and on creating new customer. In view of such factors there is need for well planned, persistent education and training for service to heighten satisfaction of customer through well organized operation of service education and training program for tour conductors and through its continuous practice and experience.