• Korean Journal of Child Studies
• /
• v.37 no.4
• /
• pp.169-179
• /
• 2016

Objective: This study investigated the moderating and mediating effects of flourishing among child-care teacher's emotional labor and burnout. Methods: The participants included 243 child-care teachers in daycare centers in Jeju. To verify moderating effect of flourishing in relation between surface acting and burnout, 2-way ANOVA was used. To verify mediating effect of flourishing in relation between deep acting and burnout, the hierarchical regression and bootstrapping analyses were used. Results: First, the surface acting of emotional labors showed significantly positive effect with burnout and the deep acting of emotional labors shows significantly negative effect with burnout. And the surface acting of emotional labors shows significantly negative effect with flourishing and the deep acting of emotional labors shows significantly positive effect with flourishing. Also the flourishing shows significantly negative effect with burnout. Second, it was revealed that the flourishing plays a role as moderator in relation between surface acting and burnout. Finally, it was revealed that the flourishing plays a role as mediator in relation between deeping acting and burnout. Conclusion: This study illustrates that flourishing acts as differently in relation to emotional labor (surface acting/deep acting) and burnout.

• Journal of the Korean Society for Aviation and Aeronautics
• /
• v.15 no.4
• /
• pp.64-82
• /
• 2007

In this study, the work attitude of flight attendants who were performing emotional labor, had been explored. The organizational support system had been analysed to test its effect as a moderator on increasing positive job attitudes. It was found emotional labor had influence on work attitude of flight attendants. Emotional labor consisted in this study deep acting and surface acting. First, deep acting found positively related with job satisfaction and organizational commitment, negatively related with intention to leave. Second, surface acting negatively related with job satisfaction and positively related with intention to leave. This study put organizational support systems as moderator. First, Training has moderating effect on the relationship between deep acting. Organizational support has moderating effect on the relationship between deep acting, intention to leave. Counselling has moderating effect on the relationship between deep acting, job satisfaction. Peer support has same effect on the relationship between deep acting and intention to leave.

• Journal of Distribution Science
• /
• v.18 no.10
• /
• pp.77-87
• /
• 2020

Purpose: This study was done to analyze the effect of supervisor-focused impression management behavior of the airline cabin crew on perceived customer empathy. It focused on verifying dual meanings of the crew's emotional expression divided into surface acting and deep acting. Research design, data and methodology: The survey was conducted on cabin crews of two major Korean airlines. The reliability and validity of each variable used in the questionnaire were verified. Then, each hypothesis was analyzed through multiple regression analysis. Results: Firstly, the crew's supervisor-focused impression management behavior had a significant effect only on surface acting of the crew's emotional labor behavior. Among the crew's supervisor-focused IM behaviors, verbal IM behavior had a greater influence on surface acting than non-verbal IM behavior. Secondly, there was no relationship between the crew's supervisor-focused IM behavior and the crew's deep acting. Thirdly, the crew's emotional labor behavior (surface acting & deep acting) had a significant effect on perceived customer empathy. Fourth, the crew's deep acting had a greater influence on perceived customer empathy than surface acting. Conclusions: Cabin crews receive double evaluation from their immediate supervisors and customers. As a result, it was confirmed that the crew's supervisor-focused IM behavior, the crew's emotional labor behavior, and perceived customer empathy were connected process.

• Journal of Digital Convergence
• /
• v.16 no.11
• /
• pp.177-183
• /
• 2018

The purpose of this study is to examine the effects of compassion experienced by defectors on deep acting in organization and secondly to demonstrate the effect of deep acting through compassion on job performance. Third, the purpose of this study is to examine the effects of deep acting on organizational citizenship behavior. Fourth, we examine the mediating effect of deep acting in the relationship between compassion and job performance. Finally, we try to demonstrate the mediating effect of deep acting in the relationship between compassion and organizational citizenship behavior. As a result of this study, it was proved that compassion experienced by defectors has a positive effect on deep acting and that deep acting has a positive effect on job performance and organizational citizenship behavior. In addition, all hypotheses were supported by the findings of research on the mediating effect of deep acting in the relationship between compassion and job performance, and compassion and organizational citizenship behavior. Thus, this study implies that the defectors who need compassion in the organization improve their job performance and increase organizational citizenship behavior through deep acting.

• Journal of Korean Academy of Nursing Administration
• /
• v.19 no.5
• /
• pp.647-657
• /
• 2013

Purpose: This study was done to identify the mediating effect of emotional dissonance in the relationship between emotional labor and burnout among clinical nurses. Methods: A cross-sectional survey design was used. The participants were 257 nurses working at three general hospitals located in Seoul and Gyeonggi Province. Data were collected by convenience sampling using self-report questionnaires that consisted of general characteristics, and measures of emotional labor, emotional dissonance and burnout. Data were analyzed with descriptive statistics, t-test, ANOVA, correlation, and multiple regression. Results: The findings of the multiple regression were as follows. First, surface acting of emotional labor showed significant positive effects on emotional dissonance and burnout. Second, when surface acting and emotional dissonance were entered into the regression model at the same time, surface acting showed an insignificant effect on burnout, however, emotional dissonance showed a significant effect. Finally, emotional dissonance had a mediating effect only between surface acting of emotional labor and burnout, not between deep acting and burnout. Conclusion: Results of the study suggest that as a way to reduce burnout, nursing administrators should develop educational programs for nurses to perform deep acting of emotional labor instead of surface acting at the moment of truth.

• 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.

• The Journal of the Korea Contents Association
• /
• v.12 no.7
• /
• pp.415-424
• /
• 2012

This paper tried to identify the impacts of emotional labor on burnout and job satisfaction in the casino industry. Prepared questionnaires were distributed to 300 sample employees working in domestic casino, then used for data analysis 300. The results of this study are as follows: Firstly, surface acting have a positive effect on emotional exhaustion, lack of accomplishment and depersonalization. But deep acting have a negative effect on emotional exhaustion. And deep acting, emotion control have a negative effect on lack of accomplishment and depersonalization. Secondly, surface acting have a positive effect on job environment. Also deep acting, emotion control have a positive effect on rewards and value sharing. And emotion control have a positive effect on work environment. Thirdly, deep acting have a negative effect on job environment. Also, surface acting have a negative effect on rewards and value sharing.

• The Journal of the Korea Contents Association
• /
• v.16 no.1
• /
• pp.167-178
• /
• 2016

This research is to understand the causal relationship between class participation motivation, acting expressiveness and psychological happiness through the class of the college students majoring in acting. For this purpose, the simple random sampling method was used and the college students majoring play and acting in the college located in Seoul and Gyeonggi-do as a sample group and total 499 questionnaires were used. For the questions, 73 questions of which the reliability and validity is examined were used. As for a data processing method, it used the statistical package of IBM STATISTICS SPSS 22 and AMOS 22 and analyzed the results by applying the descriptive statistics analysis, confirmatory factor analysis, reliability analysis and structural equation model. The conclusion of this research is as follows. Intrinsic motivation and extrinsic motivation among the class participation motivation of the college students majoring in acting have a significant effect on all sub factors of acting expressiveness and psychological happiness statically, and a motivation has no effect on it. Both personality and expressive impulse of acting expressiveness have an effect on a psychological happiness, and mobility has no effect on it.

• Journal of Wellbeing Management and Applied Psychology
• /
• v.4 no.1
• /
• pp.1-10
• /
• 2021

Purpose: The study sought to uncover the effect of emotional labour strategies (surface acting and deep acting) on job satisfaction and emotional exhaustion. The study also purposed to analyse the moderating effect of organisational support (supervisory support and co-worker support) and the role of gender on emotional labour connotations. Research design, data and methodology: A conceptual framework was developed using extant literature which led to the examination of deep acting and surface acting, which are the two main strategies of emotional labour. The outcome variables were emotional exhaustion and job satisfaction. Data was collected from front line employees of banks and was analysed using SEM-AMOS version 21. Results: It was revealed, in this study, that surface acting is inversely related to job satisfaction and positively related to emotional exhaustion, whereas deep acting was positively related to job satisfaction and inversely related to emotional exhaustion. The roles of gender and organisational support were also confirmed. Conclusions: The study therefore concluded that deep acting is the most ideal strategy of emotional labour as it leads to job satisfaction and reduced emotional exhaustion. Surface acting is a harmful emotional labour strategy.

• Journal of the Korean Society of Clothing and Textiles
• /
• v.35 no.10
• /
• pp.1150-1160
• /
• 2011

This study investigates i) the effect of salesperson's self efficacy and work overload on emotional labor and ii) the mediating role of emotion. A survey questionnaire is developed and implemented on salespersons working in the fashion retail stores of department stores. The measurement scales are composed of emotional labor, self efficacy, work overload and emotion. A total of 112 responses are analyzed by confirmatory factor analysis and a structural equation model with AMOS18.0. The results are as follows. Firstly, self efficacy has direct effect on both deep acting and surface acting of emotional labor without the mediating effect of emotion. Self efficacy has a positive effect on deep acting. Secondly, work overload has a negative effect on emotion. Job emotion has positive effect on deep acting and it has a negative effect on surface acting. Thirdly, emotion has a significant mediating effect between work overload and emotional labor. Finally, implications for personal management and job design in the fashion retail organizations are suggested.