• Stress
• /
• v.26 no.4
• /
• pp.340-349
• /
• 2018

Background: The purpose of this study was to examine the moderating effect of resilience and social support to analyze that call center consultants' emotional labor impacts on the burnout. Methods: A survey questionnaire was conducted to people who work at call center in Gwangju and Deagu. The data from 444 were analyzed. Results: The result from the hierarchical multiple regression is as follows. First, deep acting decreased burnout, but surface acting of emotional labor increased burnout. Also, frequency of emotion display, variety of emotion required to be expressed and attentiveness to required display rules increased burnout. Second, Resilience had moderating effect between deep acting and burnout. Third, the moderate effect of interaction of social support from leader with surface action was found at burnout. Also, moderating effect of social support from leader were shown in frequency of emotion display with burnout and attentiveness to required display rules with burnout. Fourth, social support from colleague did not have buffering effect on emotional labor and burnout. Conclusions: It is expected that the moderator variables identified in this study can be used for prevention and treatment of burnout caused by emotional labor.

• Journal of Korean Academy of Nursing
• /
• v.48 no.4
• /
• pp.485-496
• /
• 2018

Purpose: This study aimed to test the mediating effect of uncertainty appraisal and coping style in the relation between uncertainty and anxiety in hospitalized pregnant women diagnosed with preterm labor. Methods: The participants were 105 pregnant women diagnosed with preterm labor in hospitals in Korea. Data were collected from July to October 2017. The measurements included the Uncertainty in Illness Scale, Uncertainty Appraisal Scale, Coping Style Scale, and State Anxiety Inventory. Data were analyzed using descriptive statistics, an independent t-test, correlation, and multiple regression following the Baron and Kenny method and Sobel test for mediation. Results: The mean score for anxiety was 2.29 out of 4.00 points and for uncertainty it was 2.46 out of 5.00 points. There were significant correlations among uncertainty, uncertainty danger appraisal, uncertainty opportunity appraisal, problem-focused coping, emotion-focused coping, and anxiety. Uncertainty danger appraisal (${\beta}=.64$, p<.001) had a complete mediating effect in the relation between uncertainty and anxiety (Z=4.54, p<.001). Uncertainty opportunity appraisal (${\beta}=-.45$, p<.001) had a complete mediating effect in the relation between uncertainty and anxiety (Z=3.28, p<.001). Emotion-focused coping (${\beta}=-.23$, p=.021) had a partial mediating effect in the relation between uncertainty and anxiety (Z=2.02, p=.044). Conclusion: Nursing intervention programs focusing on managing uncertainty appraisal and improving emotion-focused coping are highly recommended to decrease anxiety in hospitalized pregnant women diagnosed with preterm labor.

• Journal of Distribution Science
• /
• v.12 no.10
• /
• pp.109-121
• /
• 2014

Purpose - Most studies related to emotional labor have been conducted in the low-contact service industry rather than the high-contact service industry. Since the subjects of this study were golf service assistants, working in an industry in which the interaction and contact between customers and employees are considerable and the degree of customization is high, this study is significant. Thus, we would like to focus on the relationship between the humor style of golf service assistants and emotional labor. Humor style was divided into two styles-adaptive humor and maladaptive humor. Emotional labor was divided into two dimensions-surface acting and deep acting. In addition, we identify the relationship between emotional labor, job satisfaction, and turnover intention. Research design, data, & methodology - This study focuses on the humor styles in the golf service industry, among golf service assistants, on their emotion labor, and verifies the relationship between emotion labor and work satisfaction or job turnover intention. Based on the outcome, a total of four hypotheses were set up. To verify the hypotheses, surveys were conducted on the golf service assistants working in two golf fields in the region of Busan as well as its neighboring area. A total of 250 copies of the questionnaire were distributed. Subsequently, a total of 227 valid questionnaire copies, after excluding improper responses, were used in the analysis. After verifying the reliability and feasibility of variances, Amos 18.0 was used to implement the structure method so as to verify the study hypotheses. As a result of this analysis, the suitability of the entire model was considerably appropriate to the standard value, and the level is adequate to accommodate the study model completely. Results - First, it was found that the adaptive humor of golf service assistants had a positive effect on deep acting and maladaptive humor had a positive effect on surface acting. Second, It was found that employees' satisfaction with their job was reduced through surface acting, and those employees who experienced positive emotional labor in the form of deep acting were more satisfied with their job. Third, surface acting among employees increased turnover intention, but deep acting reduced it. Finally, the relationship between job satisfaction and the turnover intention of golf service assistants in the golf service industry was examined. Conclusions - First, the adaptive humor of the golf assistants in the golf service industry had a positive effect on their expression behavior. Second, deep acting increased their job satisfaction while their surface acting had a noticeably negative effect on their job satisfaction. Third, the surface acting of the emotion labor dimensions that the golf service assistants experience increases their turnover intention while their deep acting decreases their turnover intention. Finally, when analyzing the relationship between job satisfaction and turnover intention of the golf service assistants, it was found that the turnover intention decreased when their job satisfaction is increased.

• Journal of the Korean Society of Marine Environment & Safety
• /
• v.21 no.6
• /
• pp.721-728
• /
• 2015

Due to paradigm shift in administration, the field of police administration, like its civilian counterpart, is spending effort to improve customer-oriented civil complaint service system, and this is leading to a negative factor in service providers, emotional labor, among police officers. This study examines amount of emotional labor of maritime police officers, and verify the effects of emotional labor on exhaustion. Results show maritime police officers experience about the same amount of emotional labor as other public workers, and emotional labor has effects on work exhaustion. In other words, perception of incongruity of emotion has positive effects on exhaustion on cynical attitude. Attention to emotional expression has negative effects on decrease of job effectiveness. As such, if the problem of emotional labor is neglected, it leads to exhaustion and can become a significant obstacle to performance due to negative organizational influence. Also, it can lead to serious physical and mental problems on the individual level. Therefore, policy implementation to prevent this problem is necessary.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
• /
• 2021.10a
• /
• pp.613-617
• /
• 2021

According to the growth of the service industry, stresses from emotional labor workers have been emerging as a social problem, thereby so-called the Emotional Labor Protection Act was implemented in 2018. However, insufficient substantial protection systems for emotional workers emphasizes the necessity of a digital stress management system. Thus, in this paper, we suggest a stress detection system for customer service representatives based on deep learning facial expression recognition. This system consists of a real-time face detection module, an emotion classification FER module that deep-learned big data including Korean emotion images, and a monitoring module that only visualizes stress levels. We designed the system to aim to monitor stress and prevent mental illness in emotional workers.

• Journal of Korean society of Dental Hygiene
• /
• v.13 no.5
• /
• pp.727-737
• /
• 2013

Objectives : This study aimed to investigate the levels of emotional labor and occupational stress and their relationships in dental counselors to improve psychological health related with dental counseling. Methods : The questionnaire survey was conducted to 167 dental counselors working at dental clinics in Busan and Gyeongsangnam-do from June to August, 2012. The study used emotional labor questionnaires and Korean Occupational Job Stress Scale (Basic Version, KOSS-43) as an assessment scale. All respondents were asked to complete a self-administered questionnaire. Data analysis was performed with descriptive analysis, t-test, ANOVA, and multiple regression analysis using SAS(ver 9.2). Results : The levels of occupational stress and emotional labor in dental counselors were $47.26{\pm}8.36$ and $3.45{\pm}0.47$. Three subscales of emotional labor as frequency of emotional expression, attention of emotional expression norms and disharmony of emotion were related with occupational stress in dental counselors. The level of job stress was increased by the lower level of emotional expression and increased by the higher levels of emotional expression and disharmony of emotion. Conclusions : In addition to increasing the number of counselors, nurturing counseling workforce is essential to manage the job stress of dental counselors. Sufficient counseling with a patient in a comfortable counseling environment is important to reduce the job stress by emotional labor. Continuous service improvement through positive emotional service education is necessary to be implemented for counselors.

• Journal of Korean Academy of Nursing Administration
• /
• v.17 no.4
• /
• pp.423-431
• /
• 2011

Purpose: This study was conducted to investigate the relationship of burn out, emotional labor and self-efficacy in nurses, and to identify predictors of burnout. Method: The participants were 268 nurses working in C university hospital in G city. Data were collected from May 1 to May 31, 2010, and analyzed using SPSS/WIN 12.0. Results: The mean score per item for burnout was 3.13, the mean emotional labor score was 3.15, and the mean of self-efficacy score was 3.42. Burnout showed negative correlation with self-efficacy (r=-.339, p=.000), and showed positive correlation with emotional labor (r=.511, p=.000). Variables that predicted burnout were emotional labor, self-efficacy, gender, number of assigned patient per duty (37.8%). Conclusion: The findings of this study indicate a need to develop programs for nurses to increase self-efficacy and to control the emotion, and the need for further studies to examine causal relationship among burn out, emotional labor and self-efficacy.

• Journal of Convergence for Information Technology
• /
• v.9 no.7
• /
• pp.135-144
• /
• 2019

This study was conducted in order to be applied to basic data for enhancing dental hygienists' retention intention. Data analysis was carried out a univariate analysis and a hierarchical regression analysis over 3 stages by using SPSS version 19.0. The dental hygienists' retention intention showed a high outcome in case of the married(p<.001), in the more positive emotion(p<.001), in the lower frequency of emotional expression(p=.010), in the higher happiness index with life satisfaction(p<.001) and in the higher psychological happiness index(p=.012). The dental hygienists' emotion, emotional labor and happiness index need to be recognized as important relevant factors for increasing retention intention.

• Health Communication
• /
• v.13 no.2
• /
• pp.167-174
• /
• 2018

Purpose: The purpose of this study was to investigate the relationship among emotional labor, Job Satisfaction, Turnover in clinical nurses. Methods: A convenience sample of 136 registered nurses was obtained from a university General hospital in a city. Data were collected by a self-administered questionnaire during December, 2017. Data were analyzed using descriptive statistics, t-test, one-way ANOVA, Pearson correlations and multiple regression with SPSS/WIN 21.0. Results: The mean score for emotional labor was $3.65{\pm}0.32$, Job Satisfaction was $2.96{\pm}0.31$, and Turnover was $3.49{\pm}0.74$. In multivariate analysis, factors related to Turnover were emotional labor of nurse, Job Satisfaction. The explained variane for Turnover was 44.2%(F=114.35, p<.001). Conclusion: The results of the study indicate that emotional labor, Job Satisfaction have an effect on turnover of Nurses. Findings from this study indicate the need to evaluate and improve the intervention program for nurses to decrease Turnover.

• Asian Journal of Business Environment
• /
• v.5 no.4
• /
• pp.13-18
• /
• 2015

Purpose - Based on previous studies, this study extends current research and investigates whether the sub-factors of emotional intelligence increase job satisfaction or employee intrinsic and extrinsic motivation and perceived organizational support. Research design, data, and methodology - This study categorizes service employees' (consultants) emotional intelligence into four sub-factors: regulation of emotion, appraisal of emotion, utilization of emotion, and expression of emotion. The study then investigates the sub-factor effects on job satisfaction. A total of 353 valid questionnaires were collected. Results - The results of the path analysis showed that appraisal, utilization, and expression of emotion had a positive effect on intrinsic motivation, and utilization of emotion had a positive effect on extrinsic motivation. Extrinsic motivation had a positive effect on perceived organizational support and job satisfaction, and perceived organizational support had a positive effect on job satisfaction. Conclusion - As consultants' utilization of emotion is rendered as the ability to use emotion to improve performance, the conclusion is that such factors as monetary performance incentives are important in order to boost job satisfaction of the consultants.