• Journal of the Korea Academia-Industrial cooperation Society
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• v.15 no.6
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• pp.3524-3533
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• 2014

The purpose of this study was to verify the differential influences of two emotional labor strategies on perceived CSS and burnout, and the mediating role of perceived CSS between emotional labor and burnout. The data was collected using self-reported questionnaires. A total of 568 hotel service employees who worked in various service jobs, participated in this study. The result indicated that surface acting had a positive influence on perceived CSS and burnout, and perceived CSS performed a mediating role between surface acting and burnout. In addition, deep acting had a negative effect on burnout but no effect on perceived CSS. As a result, deep acting reduced burnout without increasing perceived CSS, unlike surface acting. These results suggest that the two emotional labor strategies need to be treated differently. Finally, the implications and limitations of this study were discussed.

• Journal of Korea Society of Industrial Information Systems
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• v.22 no.5
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• pp.113-128
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• 2017

This Study Examined the Effects of Disgruntled Customers' Behaviors on the Emotional Dissonance of Service Workers, the Effects of Emotional Dissonance on Emotional Exhaustion, and the Effects of Emotional Dissonance on Turnover Intention and Customer Orientation. In Addition, this Study Examined the Moderating Effects of Emotional Labor Strategies(both surface acting and deep acting), in the Relationship Between Customers' Disgruntled Behaviors and Emotional Dissonance. A Survey was Conducted on Hospital Workers and Drew the Following Results. First, Disgruntled Behavior had a Positively Significant Effect on Emotional Dissonance. Second, Emotional Dissonance had a Positively Significant Effect on Emotional Exhaustion. Third, Emotional Exhaustion had a Positively Significant Effect on Turnover Intention but Negatively Significant Effect on Customer Orientation. Finally, According to a Hierarchical Regression Analysis, Disgruntled Behavior and a Moderating Variable, Surface Acting had a Significant Interaction Effect on Dependent Variable, Emotional Dissonance, but Disgruntled Behavior and a Moderating Variable, Deep Acting did not.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.18 no.6
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• pp.356-365
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• 2017

This study was conducted to identify the degree and correlation among clinical nurses' interpersonal problems, emotional labor and professional self-concept and to examine the effects of interpersonal problems and emotional labor on professional self-concept. Data were collected through a self reported structured questionnaire of 150 clinical nurses using convenient sampling methods from August 2, 2016 to August 30, 2016. The mean score of interpersonal problems was 2.57 and the score of moving toward people was the highest. The mean score of emotional labor was 3.50 and the score of emotional expression frequency was highest. The mean score of professional self-concept was 2.54 and the score of communication was highest. Interpersonal problems were positively correlated with emotional labor(r=0.392, p<0.001), while professional self-concept was negatively correlated with interpersonal problems(r=-0.452, p<0.001) and emotional labor(r=-0.376, p<0.001). Stepwise regression showed that interpersonal problems had the greatest effect on professional self-concept(${\beta}=-0.377$, p<0.001), followed by $Age(yr){\geq}40$, Age(yr)>$30{\leq}40$, education level and emotional labor. These variables together explained 44% of the professional self-concept among clinical nurses(F=24.38, p<0.001). In conclusion, strategies for reducing interpersonal problems and emotional labor should be developed to improve professional self-concept of clinical nurses.

• Journal of Digital Convergence
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• v.15 no.8
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• pp.489-500
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• 2017

The purpose of this study is to investigate the factors affecting health promotion behavior according to emotional labor, depression, and self - efficacy of taxi drivers. Study participants were 102 Taxi drivers in urban areas, and the data were collected through self-reported structured questionnaire. According to the results, among the variables related to Health promotion behaviors, Meaningful positive correlations were found among Health promotion behaviors and Emotional Labor, Depression, Self-efficacy, but Emotional Labor and Depression, Self-efficacy and Health promotion behaviors showed positive correlations. Emotional Labor and Self-efficacy, Emotional Labor and Health promotion behaviors, Depression and Self-efficacy, Depression and Health promotion behaviors showed negative correlations. In addition, the factors such as spouse, Emotional Labor, Self-efficacy explained Health promotion behaviors 57%. Based on the findings from the study, in order for taxi drivers to improve health promotion behaviors education program should be made with strategies increasing Self-efficacy and decreasing Emotional labor.

• Journal of Service Research and Studies
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• v.6 no.4
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• pp.1-13
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• 2016

Emotional labor may lead to service failure in service industries. Managers of an organization or a company can contribute to service recovery by reducing stress related to emotional labor. The aim of this study is to identify the antecedents and consequences of service recovery in respect of emotional labor. Data was surveyed from frontline employees to achieve the research purpose. The hypotheses were examined empirically using statistical tools. Results are as follows. First, surface acting had a negative impact on service recovery performance and deep acting had a positive impact. Second, empowerment and motivation had an influential relationship positively on service recovery performance. Third, service recovery performance was negatively related to intention to quit. In conclusion, managing employees' emotional labor strategies and work environment will bring high service recovery performance and low intention to quit.

• Journal of Korean Academy of Nursing Administration
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• v.22 no.4
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• pp.396-405
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• 2016

Purpose: The study was done to investigate nurses' customer orientation, emotional labor, unit manager-nurse exchange and relational bonds and to identify the factors affecting nurses' turnover intentions. Methods: A cross-sectional survey was conducted using self-report questionnaires. The participants in this study were 276 nurses in tertiary hospital located in a metropolitan city, Korea. Data were analyzed using descriptive statistics, t-test, ANOVA, Pearson correlation coefficient and stepwise multiple regression with the SPSS program 22.0. Results: The mean scores were $3.74{\pm}0.90$ (out of 5) for turnover intention, $5.31{\pm}0.87$ (out of 7) for customer orientation, $4.82{\pm}0.96$ (out of 7) for emotional labor, $3.58{\pm}0.61$ (out of 7) for relational bonds, and $3.18{\pm}0.57$ (out of 5) for unit manager-nurse exchange. Factors influencing turnover intention were 'emotional labor' (${\beta}$=.39, p<.001), 'unit manager-nurse exchange' (${\beta}$=-.22, p<.001), 'financial bonds' (${\beta}$=-.19, p<.001), 'perceived economic status' (${\beta}$=-.15 p=.003) and 'career' (${\beta}$=.14, p=.005). These factors explained 34.9% of the variance in turnover intension (F=30.46, p<.001). Conclusion: Findings indicate that to reduce nurses' turnover intention in the hospital, there is a need to improve unit manager-nurse exchange and to manage strategies lowering nurses' emotional labor.

• Journal of Digital Convergence
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• v.15 no.1
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• pp.255-266
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• 2017

This study is designed to know the influence of emotional labor and social support on burnout of clinical nurses. 199 nurses working in five general hospitals with more than 500 beds in Seoul were sampled. Mean scores for each category were 3.69 for burnout, 3.08 for emotional labor, and 3.44 for social support. There was statistically significant difference between burnout and demographic characteristics, in age, education level, position, and clinical career; there was statistically significant difference between emotional labor and demographic characteristics, in age, working unit and clinical career. Emotional labor was positively correlated with burnout and social support was negatively correlated with burnout. As a result, factor influencing burnout was emotional labor, age, and social support. This predictor accounted for 31.5% of variance in burnout. Therefore, it is necessary to establish strategies to reduce nurses' emotional labor and improve the awareness of social support.

• The Journal of the Korea Contents Association
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• v.9 no.12
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• pp.853-864
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• 2009

Though the concept emotional labor in hotel employees is very important in the theoretical and practical perspective, the extant study has not yet studied. Based on the existing literature on the effects of emotional labor, including job stress and burnout, the hypotheses were suggested and date analyses were performed to verify these hypotheses. Data gathering were performed by self-administered questionaries on the samples of 330 hotel employees in Seoul. Finding were as Following. Firstly, attentiveness to required display rules, variety of emotional display rule, emotional dissonance was positively relatively to job stress. Secondly, variety of emotional display rule, emotional dissonance was positively relatively to burnout. Thirdly, job stress was positively relatively to burnout. The result of this study will be helpful for the hotel industry which gave needs to establish the marketing strategies.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.18 no.12
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• pp.276-285
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• 2017

The purpose of this study was to verify the effects of emotional labor on casino dealers' burnout and depression. Burnout is a big problem which thwarts their professionalism and effectualness and the effectiveness of the service they provide. Depression is a core factor which affects one's mental health. To analyze the effects of emotional labor on casino workers' burnout and depression, we conducted a survey of 606 casino dealers of H resort and analyzed the results. Burnout was measured in terms of the client-related burnout and work-related burnout by the Copenhagen Burnout Inventory (CBI), and depression was measured by the Beck Depression Inventory (BDI). The research findings are as follows. First, the level of emotional labor (3.50) was higher than the mid-point on the 4 point Likert scale, and the work-related burnout (3.86) and client-related burnout (3.91) were higher than the mid-point on the 5 point Likert scale. Second, emotional labor was correlated to their depression and burnout. Third, emotional labor showed a significant difference according to gender, while burnout showed significant differences according to age, position and term of service. Fourth, emotional labor had an effect on the casino dealers' burnout and depression. We discussed the implications of these findings and possible strategies to alleviate this situation, for example, the passing of a law and development of an employee assistance program (EAP) to prevent their burnout and reduce their depression.

• Journal of Digital Convergence
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• v.13 no.10
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• pp.415-424
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• 2015

This study was done to identify the influence of emotional labor, job stress and burnout on somatization of nurses live in convergence era. The participants were 387 nurses in D hospital. The average mean score for emotional labor was 3.25, occupational stress was 3.60, burnout was 3.10, and somatization was 2.18. For relations with general characteristics, there was a statistically significant difference in somatization according to age, marital status, educational level, work unit, total clinical career, present department career, position, monthly salary, shift and job satisfaction. Somatization was found to be in a significant positive correlation with emotional labor, occupational stress and burnout. As a result, factor influencing somatization was burnout. This predictor accounted for 29.6% of variance in somatization. The findings of this study showed that burnout was major influencing factor on somatization of nurses. Therefore, it is necessary to develop strategies that can reduce somatization by controlling burnout.