• 디지털융복합연구
• /
• 제16권11호
• /
• pp.177-183
• /
• 2018

본 연구의 목적은 첫째, 조직 내에서 탈북민들이 경험하는 컴페션이 심층행동에 미치는 영향을 검증하는 것이고, 둘째는 컴페션을 통하여 형성한 심층행동이 직무성과에 미치는 영향을 실증하는 것이다. 셋째, 본 연구의 목적은 심층행동이 조직시민행동에 미치는 영향을 검증하고자 하며 넷째, 컴페션과 직무성과의 관계에서 심층행동의 매개효과를 검증하고자 한다. 마지막으로 컴페션과 조직시민행동의 관계에서 심층행동의 매개효과를 실증하고자 한다. 본 연구 결과 탈북민들이 경험하는 컴페션이 심층행동에 정(+)의 영향을 미치는 것으로 실증되었고, 심층행동이 직무성과와 조직시민행동에 유의한 정(+)의 영향을 미치는 것으로 검증되었다. 또한 컴페션과 직무성과, 그리고 컴페션과 조직시민행동의 관계에서 심층행동의 매개효과에 대한 연구결과 역시 유의한 것으로 검증되어 모든 가설이 지지되었다. 따라서 본 연구는 조직 내에서 컴페션을 필요로 하는 탈북민들이 진정성 있는 심층행동을 통하여 직무성과를 향상시키고 조직시민행동을 증가시킨다는 의의를 지니게 된다.

• 한국항공운항학회지
• /
• 제15권4호
• /
• 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.

• 아동학회지
• /
• 제37권4호
• /
• 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.

• 아동학회지
• /
• 제31권5호
• /
• pp.17-30
• /
• 2010

The purpose of this study was to investigate the relationship between surface/deep acting in emotion labor, the collectivism and the organizational commitment of teachers in kindergartens and childcare centers. The subjects were 212 teachers employed in kindergartens or childcare centers in Daegu and Gyeongbuk Province. The collected data were analyzed by mean of Pearson's correlation, simple regression, hierarchial regression, by the use of SPSS Win 15.0. The results of our study are as follows. (1) Collectivism was positively associated with deep acting in emotion labor but not with surface acting. (2) Organizational commitment was positively associated with deep acting in emotion labor but not with surface acting. (3) Collectivism operated as a main effect with organizational commitment being observed to increase as collectivism increased. In addition, interaction effects of deep acting in emotion labor and collectivism on organizational commitment were observed, however, no interaction effects were seen in term of surface acting in emotion labor and collectivism on organizational commitment.

• 유통과학연구
• /
• 제18권10호
• /
• 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.

• 한국조리학회지
• /
• 제20권5호
• /
• pp.71-75
• /
• 2014

The purpose of this study is to verify antecedent variables that affect emotional labor. The results are as follows. First, display rules positively affected deep acting and negatively affected surface acting. Second, customer contact time positively affected deep acting but did not affect surface acting. Third, the interaction between display rules and customer contact time did not have significant effects on surface acting but negatively affected deep acting. The implications based on these results are as follows. First, theoretically, this study extends the range of leading variables that affect emotional labor and verifies the moderation effects between these variables. Next, practically, this study suggests that presenting harmonious criteria with regards to display rules and customer contact time that fit well into the concept of food service company is a very useful tool to manage emotional labor of the employees. The limitation of this study is that the causal relationship between variables demonstrated in this study cannot be generalized due to convenience sampling and cross sectional research.

• 유통과학연구
• /
• 제15권2호
• /
• pp.111-120
• /
• 2017

Purpose - Service employees who work at airline check-in counters in airport are typically employed to undergo emotional labor. Emotional labor of airport service employees is an important managerial issue that must be solved. This study attempts to examine the underlying mechanism of emotional labor on turnover intention. It focuses on the consequences of emotional labor of service employees. The purpose of this study is to examine and empirically test how the two-types of emotional labor(deep-acting & surface-acting) of service employees differently affect the level of their job satisfaction and job stress. It also investigates the relationship between job satisfaction, job stress, and turnover intention. For this purpose, first, this study identified the structural relationship between emotional labor, job satisfaction, job stress, and turnover intention. Second, it investigated the mediating effects of job satisfaction between deep-acting and turnover intention. Research design, data, and methodology - To empirically test these structural relationships among research variables, data were collected by a interview from service manager of domestic airline companies and survey from 179 service employees who are working at single domestic airline check-in counters in airports in Korea using a self-rating questionnaire with total 19 items dealing with emotional labor, job satisfaction, job stress, and turnover intention. To test the research hypotheses, collected data were analyzed by confirmatory factor analysis (CFA) and structure equation model (SEM). Results - This study obtains meaningful research results. The results from this study are as follows. First, deep-acting has a positive effect on job satisfaction, whereas, deep-acting has a negative effect on job satisfaction. Second, surface-acting has a positive effect on job stress, whereas, the effects of surface-acting on job satisfaction did not show statistically significant result. Also, job satisfaction has partial mediating roles to the relationship between deep-acting and turnover intention. Conclusions - Based on the results of this empirical study, emotional labor of service employees is one of the key factors influencing their job satisfaction and job stress. In particular, deep-acting is the important factor in emotional labor to increase job satisfaction and reduce job stress. Finally, theoretical, managerial implications, and research limitations are mentioned in discussion parts.

• 한국식품조리과학회지
• /
• 제31권3호
• /
• pp.370-377
• /
• 2015

The purpose of this study was to obtain data to improve customer orientation by managing emotional labor in foodservice employees. This study investigated the correlation between emotional labor (surface acting, deep acting), job burnout (emotional exhaustion, cynicism), and job engagement (vigor, dedication, absorption) in high school foodservice employees, and how they affect customer orientation. Our survey was administered to 330 school foodservice employees in the Busan area from June 2 to June 27, 2015. A total of 321 questionnaires were used for final analysis. The mean values for deep acting (p<0.01), cynicism (p<0.01), and dedication (p<0.05) significantly according to the position of the emproyees. The mean customer orientation significantly according to employment status (p<0.01) and meal service time (p<0.01). There was positive correlation (p<0.01) between surface acting, and emotional exhaustion cynicism, but negative correlation (p<0.01) between surface acting and vigor, dedication, absorption, and customer orientation. Deep acting had negative correlation (p<0.01) with emotional exhaustion and cynicism, positive correlation (p<0.05) with vigor, dedication, absorption, and customer orientation. Surface acting had negative influences on emotional exhaustion and cynicism, cynicism had negative influences on vigor, dedication, absorption, and customer orientation. Deep acting had positive influences on absorption and customer orientation, absorption had positive influences on customer orientation. Thus, nutrition teacher(dietitian) should educate foodservice employees the positive effects of deep acting to change their surface acting to deep acting, while actively managing internal customers.

• 품질경영학회지
• /
• 제46권3호
• /
• pp.659-676
• /
• 2018

Purpose: Although emotional intelligence(EI) is seemingly related to the service-oriented citizenship behaviors(OCB) of contact employees who are directly interacting with customers, there are only a few studies examining the relationship between the two. This study attempts to provide empirical evidence for a link between EI and service-oriented OCB. In addition, when EI affects service-oriented OCB, this present study identifies which emotional labor strategy between surface acting and deep acting is to be chosen. Methods: The data of EI, service-oriented OCB, surface acting, and deep acting were collected from 142 sales employees who provided services in four large domestic department stores. Hierarchical regression analyses were performed to verify empirically the main effects between EI and service-oriented OCB and mediating effects of emotional labor strategy. Results: The results show that EI is significantly related to service-oriented OCB in the current sample. Results also indicate that the deep acting rather than surface acting reveals a mediating effect in the process of EI affecting service-oriented OCB. Conclusion: The results of this study shows that EI which has a conceptual basis for OCB, can be extended to service-oriented OCB, The results also contribute to expanding the understanding of the relationship between EI and service-oriented OCB by testing the effect of EI on service-oriented OCB through deep acting. Theoretical and practical implications are reviewed, and limitations of the study and suggestions for future research are addressed.

• 한국콘텐츠학회논문지
• /
• 제16권3호
• /
• pp.376-390
• /
• 2016

본 연구의 목적은 제주지역 소상공인을 대상으로 소상공인의 커뮤니케이션 능력과 고객지향적 행동의 관계에서 감정노동(표면조절, 심층조절)의 매개효과를 검증하고자 한다. 구체적으로 커뮤니케이션 능력의 고객지향적 행동 및 감정노동(표면조절, 심층조절)에 대한 영향력 관계, 감정노동(표면조절, 심층조절)의 고객지향적 행동의 주효과, 그리고 커뮤니케이션 능력과 고객지향적 행동의 관계에서 감정노동(표면조절, 심층조절)의 매개효과 검증이다. 분석에 활용된 자료는 제주지역의 소상공인 270명으로부터 획득된 자료를 활용하였다. 분석결과, 소상공인 커뮤니케이션 능력은 고객지향적 행동 및 감정노동에 영향을 미치고, 감정노동 가운데 표면조절만이 고객지향적 행동에 영향력이 있으며, 표면조절은 양자관계를 부분 매개하는 것으로 나타났다. 이러한 결과는 소상공인 커뮤니케이션 능력이 서비스접점에서 주요한 능력임을 입증하는 것이며, 서비스 제공자의 커뮤니케이션 연구에 유용한 시사점을 제안하고 있다.