• Title/Summary/Keyword: Call center workers

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The Optimal respiration training based work-related stress relief system (최적 호흡 훈련기반 업무 스트레스 완화 시스템)

  • Lee, Yangwoo;Whang, MinCheol
    • Science of Emotion and Sensibility
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    • v.17 no.2
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    • pp.85-90
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    • 2014
  • The purpose of the study is to develop self-management system that people can enhance physical and psychological health through repeating by themselves to relieve work-related stress. The regular respiration can help homeostasis of heart to maintain. Also the effect can be stabilized from irregular heart rhythm by work-related stress. People have optimal respiration cycle to stabilize heart rhythm and repeat training using their RSP(respiration) time including expiration and inhalation. This system is not only offering optimal respiration training service but also finding optimal respiration cycle. The adults who have stress from work participated in verification experiment. This study expects to help those people who are workers related to call center jobs in emotional labor can relieve their stress. It can also help to enhance their own health and increase their work efficiency.

Research Trends on Emotional Labor in Korea using text mining (텍스트마이닝을 활용한 감정노동 연구 동향 분석)

  • Cho, Kyoung-Won;Han, Na-Young
    • Journal of Korea Society of Industrial Information Systems
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    • v.26 no.6
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    • pp.119-133
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    • 2021
  • Research has been conducted in many fields to identify research trends using text mining, but in the field of emotional labor, no research has been conducted using text mining to identify research trends. This study uses text mining to deeply analyze 1,465 papers at the Korea Citation Index (KCI) from 2004 to 2019 containing the subject word 'emotional labor' to understand the trend of emotional labor researches. Topics were extracted by LDA analysis, and IDM analysis was performed to confirm the proportion and similarity of the topics. Through these methods, an integrated analysis of topics was conducted considering the usefulness of topics with high similarity. The research topics are divided into 11 categories in descending order: stress of emotional labor (12.2%), emotional labor and social support (12.0%), customer service workers' emotional labor (10.9%), emotional labor and resilience (10.2%), emotional labor strategy (9.2%), call center counselor's emotional labor (9.1%), results of emotional labor (9.0%), emotional labor and job exhaustion (7.9%), emotional intelligence (7.1%), preliminary care service workers' emotional labor (6.6%), emotional labor and organizational culture (5.9%). Through topic modeling and trend analysis, the research trend of emotional labor and the academic progress are analyzed to present the direction of emotional labor research, and it is expected that a practical strategy for emotional labor can be established.

Current Management Status of 'Day and Night Care Facilities' for Long-Term Care Insurance Benefit (노인장기요양보험 급여 주야간보호사업소의 운영현황)

  • Chin, Young Ran;Jeon, Gyeong Suk;Lee, Hyo Young
    • 한국노년학
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    • v.31 no.4
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    • pp.985-998
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    • 2011
  • This study was conducted to understand current management status of 'day and night care' facilities and to explore the related factors with rates of operation of them. The nationwide mailing survey was conducted with structured questionnaires from July, 14, 2010 to July, 28, 2010. The subjects were 277 facilities (response rate 24.5%). Regarding the types of operating, 79.1% of faculties was run by cooperation, and 17.8% and 3.6% for individuals and national/public institutes respectively. The average of operation rate was 70.15%. National/public institutes showed higher in the rate of operation(79.08%) than 72.49% of cooperations and 57.78% of individuals. The number of manpower was not nearly different by the types of operating bodies, but the number of nurse was significantly different among them. The national/public institutions had 1.07 nurses while individual institutions have only 0.08. We found that facilities run by national/public institutes and founded before 2008 years showed higher rate of operation. In case of providing regular monitoring and evaluation services, and music program for patients showed higher rate of operation. In addition, the number of managers, social workers, and nurses increase the rate of operation. We suggest that quality management and monitoring program for the facilities which run by individuals or established after 2008 years would be developed. We also call for development of programs for facilitating utilization of 'day and night care' facilities such as expanding the family support.

Comparative Analysis of Community Health Practitioner's Activities and Primary Health Post Management Before and After Officialization of Community Health practitioner (보건진료원의 정규직화 전과 후의 보건진료원 활동 및 보건진료소 관리운영체계의 비교 분석)

  • Yun, Suk-Ok;Jung, Moon-Sook
    • Journal of agricultural medicine and community health
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    • v.19 no.2
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    • pp.141-158
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    • 1994
  • To provide better health care services to the rural population, the government has made the Community Health Practitioner(CHP) a regular government official from April 1, 1992. This study was carried out to study the impact of officialization of CHP on the activities and management system of Primary Health Post(PHP). Fifty PHPs were selected by two stage sampling, cluster and simple random, from 595 PHPs in Kyungnam and Kyungpook provinces. Data were collected by a personal interview with CHPs and review of records and reports kept in the PHPs. The study was done for the periods of January 1-March 31, 1992 (before officialization) and January 1-March 31, 1993 (after officialization). Ninety-six percent of the CHPs wanted to become a regular government official in the hope of better job security and higher salary. The proportion of CHPs who were proud of their iob was increased from 24% to 46% after officialization. Those CHPs who felt insecure for their job decreased from 30% to 10%. Monthly salary was increased by 34% from 802,600 Won to 1,076,000 Won and 90% of the CHPs were satisfied with their salary, also more CHPs responded that they have autonomy in their work planning, implementation of plan, management of the post, and evaluation of their activity. There were no appreciable changes in such CHPs' activities as assessment of local health resources, drawing map for the catchment area, utilization of community organization, grasping the current population structure in the catchment area, keeping the family health records, individual and group health education, and school health service. However, the number of home visits was increased from 13.6 times on the average per month per CHP to 27.5 times. More mothers and children were referred to other medical facilities for the immunization and family planning services. Average number of patients of hypertension, cancer, and diabetes in three months period was decreased from 12.7 to 11.6, from 1.5 to 1.2, and 4.3 to 3.4, respectively. Records for the patient care, drug management, and equipment were well kept but not for other records. The level of record keeping was not changed after officialization. The proportion of PHPs which had support from the health center was increased for drug supply from 14.0% to 30.0%, for consumable commodities from 22.0% to 52.0%, for maintenance of PHP from 54.0% to 68.0%, for supply of health education materials from 34.0% to 44.0%, and supply of equipment from 54.0% to 58.0%. Total monthly revenue of a PHP was increased by about 50,000 Won; increased by 22,000 Won in patient care and 34,700 Won in the government subsidy but decreased in the membership due and donation. However, there was no remarkable changes in the expenditure. The proportion of PHPs which had received official notes from the health center for the purpose of guidance and supervision of the CHPs was increased from 20% to 38% during three months period and the average number of telephone call for supervision from the health center per PHP was increased from 1.8 to 2.1 times(p<0.01). However, the proportion of PHPs that had supervisory visit and conference was reduced from 79% to 62%, and from 88% to 74%, respectively. The proportion of CHPs who maintained a cooperative relationship with Myun Health Workers was reduced from 42% to 36%, that with the director of health center from 46% to 24%, that with the chief of public health administration section from 56% to 36%, and that with the chairman of PHP management council from 62% to 38%. Most of the CHPs (92% before and 82% after officialization) stated that the PHP management council is not helpful for the PHP. CHPs who considered the PHP management council unnecessary increased from 4% to 16%(p<0.05). Suggestions made by the CHPs for the improvement of CHP program included emphasis on health education, assurance of autonomy for PHP management, increase of the kind of drugs that can be dispensed by CHPs, and appointment of an experienced CHP in the health center as the supervisor of CHPs. The results of this study revealed that the role and function of CHPs as reflected in their activities have not been changed after officialization. However, satisfaction in job security and salary was improved as well as the autonomy. Support of health center to the PHP was improved but more official notes were sent to the PHPs which required the CHPs more paper works. Number of telephone calls for supervision was increased but there was little administrative and technical guidance for the CHP activities.

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