• Journal of the Korea Convergence Society
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• v.9 no.5
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• pp.53-60
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• 2018

The purpose of this study was to investigate the relationship among emotional labor, empathy ability, emotional intelligence in dental hygienists. A convenience sample of 192 registered hygienists was obtained from dental clinic in a city. Data were collected by a self-administered questionnaire during January, 2017. Data were analyzed using descriptive statistics, t-test, one-way ANOVA, Pearson correlations and multiple regression with SPSS/WIN 21.0. The mean score for emotional labor was $3.61{\pm}0.24$, empathy ability was $3.01{\pm}0.28$, and Emotional intelligence was $3.47{\pm}0.24$. In multiple regression analysis, factors related to emotional labor were empathy ability of hygiests, emotional intelligence. The explained variable for emotional labor was 26%(F＝13.58, p<.001). Findings from this study indicate the need to evaluate and improve the intervention program for hygienists to decrease emotional labor.

• Journal of Distribution Science
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• v.15 no.2
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• pp.101-109
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• 2017

Purpose - Previous studies related to emotional labor of salespeople have mainly focused on identifying the antecedents of emotional exhaustion and turnover intention and exploring the mitigating effects salespeople's motivation on emotional exhaustion and turnover intention. They also demonstrates that there are different roles for moderating in social support, which means mental/physical support related to the job in supervisors, colleagues and organizations. The purpose of this paper is to investigate how service employees' surface acting affect turnover intention through emotional exhaustion. Another important objective of this paper is to investigate whether perceived social support moderates 1) the relationship between surface acting and emotional exhaustion 2) the relationship between emotional exhaustion and turnover intention. Research design, data, and methodology - To test the hypotheses, we collected the data from Korean insurance company sales employees. A total of 235 responses were received, from which 220 usable responses were obtained after list-wise deletion. Working with a sample of 220 responses, structural equation modeling was employed to empirically test research hypotheses(

The relationship between surface acting and emotion exhaustion,

The relationship between emotion exhaustion and turnover intention,

The moderating effect of perceived social support(PSS) on the relationship between surface acting and emotion exhaustion, and

The moderating effect of perceived social support(PSS) on the relationship between emotion exhaustion and turnover intention. SPSS 22.0 and AMOS software were used in these data analysis. Results - The service employees' surface acting was positively related to the emotional exhaustion; in turn, the service employees' feelings on emotional exhaustion are positively related to turnover intention. In addition, Perceived Social Support significantly moderated the relationship between surface acting and emotional exhaustion. However, perceived social support has a non-significant moderating effect on the path from emotional exhaustion to turnover intention. On the basis of these results, the following conclusion can be drawn. First, distribution service companies will be needed the administrative efforts to offer counseling programs and space to provide their members with enough rest in experiencing psychological pain due to the salespeople's surface acting. Also, it is necessary for distribution service companies to identify and share the examples of successfully solving emotional exhaustion caused by salespeople's surface acting.

• Journal of Digital Convergence
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• v.18 no.6
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• pp.501-511
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• 2020

This study examined the relationship between emotional labor, job stress and job performance for 226 social workers. The main results are as follows. First, the degree of attention to emotion expression, a sub-concept of emotional labor, had a positive effect on role conflict, a sub-concept of job stress, and emotional disharmony had a positive effect on role overload and role conflict. Second, attention level, emotional disharmony, and frequency of emotional labor, which are sub-concepts of emotional labor, did not have a statistically significant effect on both job performance and sub-concepts, role conflict, role conflict, and job ambiguity. Third, role overload and role conflict, which are sub-concepts of job stress, have a statistically significant negative impact on both in-role performance and out of role performance.

• Journal of the Korean Society of Clothing and Textiles
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• v.34 no.3
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• pp.411-423
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• 2010

Retail stores with a primary competitive advantage in satisfying customers with high quality differentiated services depend heavily on a sales force to produce and deliver services in a consistent manner. Salespersons in a high service retail context are required to act to express certain types of emotion in compliance with the emotional rules of the organization that is conceptualized as "emotional labor" in the literature. This study adopts the dyadic model of emotional labor originally proposed by Hochschild. A survey method is implemented to collect data to test the hypotheses among the variables such as positive and negative affectivity, performance stressor, emotional labor, burnout, and job satisfaction. One hundred and twelve responses were analyzed by factor analysis and path analysis with SPSS12.0 and Amos 6.0. The factor analysis confirms that emotional labor is composed of deep acting and surface acting. Eleven hypotheses were tested by path analysis and seven were accepted. The major findings are that deep acting was affected by positive affectivity, negative affectivity, and a performance stressor. The surface acting was affected only by negative affectivity. Surface acting had an indirect negative effect on job satisfaction via emotional burnout while deep directly acting influenced job satisfaction. Furthermore, the interaction effect between positive affectivity and a performance stressor on surface acting was significant. The implications for retail firms are discussed based on the findings with suggestions for future studies.

• The Journal of the Korea institute of electronic communication sciences
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• v.10 no.11
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• pp.1297-1306
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• 2015

The introduction of multimedia 119-notification service utilizing smart devices causes firefighters to be more exposed to emotional labor. The purpose of this study is to investigate the effect of increased emotional labor of firemen on job satisfaction. As a result, the higher the emotional labor of firefighters is, the higher job stress (${\beta}=0.166$, p=0.000) and social support(${\beta}=0.540$, p=0.000) are. But job satisfaction tends to be lower(${\beta}=-0.136$, p=0.000). As they play an important role to protect the safety and property of citizens. their job satisfaction becomes the driving force of their duty. Therefore, we think that some systematic and substantial prevention curriculum to manage their emotional labor is required.

• Journal of Digital Convergence
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• v.12 no.9
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• pp.245-253
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• 2014

The purpose of this study is to investigate how the emotional labor and emotional intelligence of nurses working at a general hospital affect their job stress, and how the integration factor of emotional labor and emotional intelligence affects their job stress. The subjects of research were the nurses working at general hospital in Seoul city from March 11-29, 2013. The collected data was analyzed after computerized statistical processing using SPSS 18.0 and AMOS 18.0. It was found that the frequency of emotional expressions, one of emotional labor variables, significantly negatively influenced job stress(${\beta}=-.301$, p<.01), and that the attention required for the norms of emotional expressions significantly positively affected job stress(${\beta}=.277$, p<.01). Among emotional intelligence variables, understanding of self-emotion and control of emotion were found to significantly negatively affected job stress. Given the study result, in order to alleviate nurses' job stress, it is necessary to have positive emotional expressions with patients, come up with a plan to show nurses' emotions which they fail to express because of the norms of emotional expressions in hospital, and make their effort to improve understanding of their own emotions and the capability of controlling emotions.

• Anxiety and mood
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• v.8 no.2
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• pp.71-78
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• 2012

The mass social trauma, such as organized violence, wars, oppression by dictatorships and massive terrorist attacks, exposes thousands of people to trauma in a short period of time. Therefore, the mass social trauma is distinguished from individualized trauma, such as a violent attack, rape or a traffic accident in that it results in multiple and extended consequences beyond the individual. During the Khmer Rouge regime, one quarter of the Cambodian population was killed as a result of malnutrition, forced labor and mass killings. Until now, its evil continues to affect Cambodian's physical and mental health problems. Although there is ongoing debate, to date, no consensus has been reached supporting a clear set of recommendations for the intervention and longitudinal study regarding the influence of killing field massacre being too little. And comparative cultural studies, such as comparing the East to West or other Asian cultures are also lacking. This article gives an overview of previous study results about the mental health of Cambodians, and suggests a possible research issue and therapeutic interventions to determine the impact of mass trauma to the members of society and post-traumatic recovery factors.

• The Journal of the Korea Contents Association
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• v.16 no.12
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• pp.422-445
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• 2016

Almost all research on emotional labor has focused on how services workers use emotional labor. However, this study examined that leaders' emotional labor influence follower's outcomes. Especially, this study tested how the leader emotional labor influence followers' work engagement and mediating role of PsyCap between leader emotional labor and followers' work engagement. In addition, this study investigated the quality of LMX as moderator the relationship between leader emotional labor and followers' work engagement. The SPSS 24.0 and AMOS 24.0 was used in this study. The results collected from 469 employees in domestic large Telecom and their related companies revealed that leader emotional labor positively influence followers' work engagement and PsyCap. Especially, leader deep acting and surface acting positively influence followers' work engagement, but not display of genuine emotion, and leader deep acting only positively influence followers' PsyCap. Furthermore, followers' PsyCap partially mediated the relationship between leader emotional labor and followers' work engagement. Finally, the quality of LMX as moderator in link between leader emotional labor and followers' work engagement showed when followers in high-quality LMX. Implication and suggestion for future study are discussed.

• Korean Journal of Childcare and Education
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• v.12 no.6
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• pp.169-188
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• 2016

The purpose of this study was to examine the influence of religious maturity of Christian teachers in child care centers on teacher-infant interaction, emotional labor and emotional intelligence. The survey was conducted on 173 Christian teachers of early-child classes who work in child care centers in Gyeonggi-do province. For the research analysis, frequency and Cronbach's ${\alpha}$ coefficient were calculated and regression analysis were conducted. The results are as follows. First, the affective and volitional factors from religious maturity of Christian teachers in child care centers have had a positive influence on the overall teacher-infant interaction. Second, the affective factor from religious maturity of Christian teachers in child care centers have had a negative influence on outward behavior, which is the lower variable of emotional work, and a positive influence on inner behavior. Third, the volitional factor from religious maturity of Christian teachers in child care centers have had a positive influence on perception of self-emotions, perception of others' emotion, emotional application, emotional control, and emotional intelligence overall.

• Journal of Distribution Science
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• v.15 no.5
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• pp.39-47
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• 2017

Purpose - This study investigated xenophobia that has been a serious social problem, and classified multi-cultural groups in Korea into married immigrant, foreign labor workers and foreign students studying in Korea to examine the effects of fixed idea on multi-cultural persons, multi-cultural education experience, multi-cultural sensitivity, good feeling on multi-cultural persons upon social distance with multi-cultural persons, and to find out counteractions and cultural capacity on the xenophobia. Research design, data, and methodology - The study classified multi-cultural persons into married women immigrant, foreign labor worker, and foreign students studying in Korea to examine the effects of their thoughts on cultural cognition. Self-administered questionnaire was used. The subject was college students in Gyeonggi, Gyeongnam and Chungcheong with industrial complexes, more married women immigrants and more foreign students studying in Korea. Results - As shown in the findings, Korean people had different emotion and preference on married immigrant or foreign students studying in Korea and foreign labor workers. Conclusions - This study investigated the effect of multi-cultural person's cultural distance upon xenophobia. Different preference to multi-cultural persons depending upon fixed idea might produce xenophobia, so that the government was demanded to establish various kinds of policies of lives to live life together with immigrant at government level.