• Korean Journal of Social Welfare
• /
• v.65 no.4
• /
• pp.137-163
• /
• 2013

The purpose of this study is to investigate the influence of social workers' emotional labor on non-task behaviors. This study characterizes emotional labor as deep acting and surface acting, non-task behavior as organizational citizenship behavior(OCB) and counterproductive work behavior(CWB). And this study also examines the mediating effect of social workers' emotional dissonance in the relationship between surface acting and non-task behavior, and the moderating effect of senior worker's emotional leadership in the relationship between emotional dissonance and non-task behaviors. The results from this study are as follows. Firstly, social workers' deep acting improves their OCB. Secondly, social workers' surface acting has strong effects on their emotional dissonance, and this emotional dissonance hinders their OCB. In addition, the mediating effect of emotional dissonance is also recognized at this point. Thirdly, senior worker's emotional leadership moderates the relationship between social worker's emotional dissonance and OCB in the sense that emotional leadership is expected to reduce the negative effects of emotional dissonance on OCB. However, the influence of emotional labor on CWB has no statistical significance in this study. Based on these results, detailed theoretical and practical implications are discussed.

• Journal of Digital Convergence
• /
• v.20 no.4
• /
• pp.309-319
• /
• 2022

In previous studies, stress in the Information and Communication Technology (ICT) work environment was focused on lowering work performance by negatively affecting the emotions of organizational members. In the current corona pandemic era, as the ratio of organizational members working from home in a smart environment increases, the need for research on the effects of positive and negative stress on work performance is being raised. Accordingly, by applying the Affective Event Theory to the emotional effects of stress on employees' emotional responses, the effects on work performance were analyzed by dividing them into positive and negative emotions. Also, the effect of smart work on work performance was analyzed. This survey was commissioned by a research company and analyzed using Smart PLS 3.0 tool. Therefore, based on the research results, it was suggested that stress does not only negatively affect the emotions of employees, but that the challenge stress that appears in the mind to achieve a goal induces positive emotions in the employees' emotions and helps to improve work performance.

• The Journal of the Korea Contents Association
• /
• v.16 no.8
• /
• pp.611-623
• /
• 2016

This research used one of the qualitative research techniques, in-depth interview method, on Taekwondo Gym instructors in their 30s to 50s with over 10 years experiences in various age groups, to elicit the empirical cases of emotional labor and exhaustion from their work. It categorized the cases into 3 main subjects that identified 2 areas to emphasized in each subjects through the phenomenological classification method. First subject listed, "recognition of emotional labor of the instructors", highlighted "recognition as a manager" and "recognition as an educator". Second subject listed. "meaning and need of emotional labor at the Taekwondo Gym", highlighted "emotional labor as a business strategy" and "emotional labor for educational effects". Third subject listed, "exhaustion from work experienced by the instructors", highlighted "a sense of shame experienced in the field" and "directions for change".

• Journal of Korean Clinical Nursing Research
• /
• v.22 no.3
• /
• pp.314-326
• /
• 2016

Purpose: The purpose of this study was to understand the experience of emotional labor of clinical nurses in medical institutes. Methods: A total of 26 nurses from 11 hospitals participated in the study. Six focus groups were organized and 4 to 5 nurses took part in each group. The compositional factors of groups included clinical experience, age, gender, work place and position. Data collection was conducted through focus group interview and it was proceeded by the time of data saturation. In this qualitative study, content analysis was conducted. Results: Five themes, 14 categories, and 33 subcategories, were emerged. The themes were 'Restrain themselves', 'Communion to the patients', 'Working environment provoking emotional tension', 'Respond to emotional events', 'Recovery of emotional energy'. Conclusion: Results indicated that surface acting of emotional labor such as, repression of personal desire and presenting the emotions that the organization ask nurse to express was related to psychosomatic symptoms, depression, burnout, poor job performance, increased mistakes, and low job satisfaction which eventually leads to nurses' turnover. In order to reduce negative influence of emotional labor, it is necessary to build positive organizational culture, to provide support from managers and co-workers. It is also important to improve work environment in order to do more deep acting since sharing emotions with patients can reduce the negative influence of emotional labor.

• Journal of the Korea Society of Computer and Information
• /
• v.28 no.1
• /
• pp.103-110
• /
• 2023

The purpose of this study is to improve the operation and working environment of welfare centers through this study on emotional labor of Certified Nursing Assistants at home welfare centers for the elderly. For the study, 138 Certified Nursing Assistants belonging to the Home elderly welfare center in K-si and J-do were studied. For statistical analysis, Cronbach's α, t-test, ANOVA, Pearson correlation analysis, and multiple regression analysis were performed using SPSS/WIN 17.0. First, as a result of the study, the difference in emotional labor among Certified Nursing Assistants at home-based senior welfare centers was higher in the degree of emotional labor in the order of dementia education, work experience, employment type, education level, and age. Second, the degree of burnout of the survey subjects was highest in the order of work experience, dementia education, employment type, and age. Finally, work stress and emotional labor were found to have a significant positive effect on work burnout. In conclusion, it is necessary to study Certified Nursing Assistants' cases of systematic emotional control experience to prevent work burnout, dementia education, work feedback on how to cope with services, and work conditions improvement measures to relieve work stress.

• Management & Information Systems Review
• /
• v.36 no.1
• /
• pp.309-327
• /
• 2017

Recently the importance of emotional labor has increased so this study aims to prove the effects of emotional labor(surface acting and deep acting) on counterproductive work behaviors(deviate from organization and individual deviation) using burnout(emotional exhaustion, personality disorder, decrease in sense of accomplishment) as a medium. 350 surveys were sent to employees such as workers from call centers, salesperson from department store, financial worker, hospital staff, flight attendant and workers from customer center who and worked with emotional labor and 300 surveys excluding insincere ones were used for analysis. The result is as follows. First, surface acting which is a type of emotional labor chosen by customer workers had a positive effect on burnout such as personality disorder and decrease in sense of accomplishment. Second, deep acting had a negative effect on personality disorder and decrease in sense of accomplishment but did not show any effect on emotional exhaustion. Third, personality disorder and decrease in sense of accomplishment among burnout had effect on counterproductive work behaviors(deviate from organization, individual deviation) but emotional exhaustion did not show any effect on work behaviors(deviate from organization, individual deviation). Based on the result of analysis, implication of this study and direction of future research were suggested.

• Journal of Global Scholars of Marketing Science
• /
• v.12
• /
• pp.99-119
• /
• 2003

A model is proposed for the role of emotional intensity of a web site, and the moderating influence of product involvement, in the Integrative Framework of persuasion (Meyers-Levy and Malvaiya 1999). The model also appropriately operationalizes the constructs emotional intensity of a web site and product involvement The three routes to persuasion, Central, Peripheral, and Experiential correspond to high, moderate, and low involvement (Meyers-Levy and Malaviya 1999). The involvement construct is measured from message recipients using the Personal Product Inventory (Pill, which was developed to capture the concept of product involvement (Zaichkowsky 1985). The conceptualization of the Personal Product Inventory is a contextrree measure that also has robust psychometric properties when applied to advertisements (Zaichkowsky 1994). The propositions highlight the expected importance of emotional intensity of a web site. The moderating influence of product involvement is also proposed. Specifically, what this work proposes is that the emotional intensity of a product site has a larger impact on attitude change under low product involvement, as opposed to moderate product involvement. Support for this reasoning can be found in the persuasion literature (Petty et al 1986). The Petty et al (1986) frame work is a dual process descriptive and predictive frame work in the area of altitude formation and change. Recently, Myers Levy and Malaviya (1999) have proposed a tri-process framework. This is in tum based on the dual process model of Petty et al. (1986). The study outlined in this paper aims to deepen the Meyers Levy and Malaviya (1999) and frame work. The propositions outlined in the model are empirically tested using a repeated measures experimental design. The emotional intensity is measured using a scale that is based on experts judgments. Using a paired comparison t-test two sites are determined to be of high and low emotional intensity. The model is tested using a repeated measures experimental design. The first independent variable Emotional Intensity of the site is manipulated. The Second independent variable, Personal Product Inventory is measured. While, the dependent variable, product altitude change will also be measured. Utilizing Analysis of Variance (ANOVA) the data is analyzed using SPSS. The results suggest that besides the rational content of messages their emotional content can also influence attitude change. Specifically, it is proposed that the manipulation of emotional intensity of a product Web site has a greater impact on product altitudes under high and low product involvement conditions, rather than moderate product involvement. However, the results for product involvement as a continuous variable has a p value of 0.09. Further, the results for three levels of product involvement were far from significant. For two levels of product involvement also, the results were insignificant, the p value approached 0.20. This evidence indicates that it is premature to conclude that there are three routes to persuasion. A caveat, however, must be added, in that the manipulations may not have been strong enough to test the proposed hypotheses. Further, undoubtedly, there is unequivocal evidence the emotional intensity of a product Web site, as measured here, has a direct impact on product attitudes.

• Safety and Health at Work
• /
• v.13 no.2
• /
• pp.220-226
• /
• 2022

Background: Research on the impact of psychosocial risks on well-being at work remains scarce in low- and middle-income countries, especially in the banking sector. This study sought to examine the relationships between job demands, job resources, well-being, job satisfaction, and work engagement in the Zimbabwean banking sector. Methods: An online survey was administered to 259 employees from five banks. Hierarchical multiple regression tested the relationships between job demands (quantitative demands, emotional demands, work pace, and work-family conflict), job resources (possibilities for development, social support from colleagues and supervisors, quality of leadership, and influence at work), well-being, work engagement, and job satisfaction. Interactions between all variables were tested. Results: Job demands were negatively related to well-being, work engagement, and job satisfaction. Job resources had positive relationships with the same. Work pace had positive relationships with well-being and work engagement. Influence at work moderated the relationship between emotional demands and work pace with well-being. Possibilities for development moderated the relationship between work-family conflict and well-being. Work-family conflict moderated the relationship between social support from colleagues and job satisfaction. Emotional demands, work pace, and quantitative demands moderated the relationship between influence at work with job satisfaction and work engagement. Conclusion: Job demands should be reduced where possible in order to enhance employee well-being, work engagement, and job satisfaction. The job resources that should be availed to facilitate a positive psychosocial work environment in the banking sector include social support from supervisors, influence at work, and possibilities for development.

• Korean Journal of Culture and Social Issue
• /
• v.22 no.1
• /
• pp.87-118
• /
• 2016

The purpose of this present study was to investigate the influence of abusive supervision on strain-based work interference with family and interpersonal deviance. In addition, this study examined the mediating effect of subordinates' emotional labor toward supervisors and the moderating effect of hierarchical organizational climates on emotional labor, perceived organizational family support on strain-based work-family conflict, and social network on interpersonal deviance. The results are summarized as follows: (1) abusive supervision was positively related to subordinates' emotional labor toward supervisors. (2) Emotional labor was positively related to strain-based work-family conflict and interpersonal deviance. (3) Subordinates' emotional labor mediated the relationship between abusive supervision and the two outcome variables. (4) Hierarchical organizational climates moderated the relationship between abusive supervision and emotional labor. (5) Perceived organizational family did not have moderating effect between emotional labor and strain-based work-family conflict. (6) Social network had moderating effect but it did not influence interpersonal deviance as predicted by the hypothesis. Based on the results, implications of findings, limitations, and suggestions for future research were discussed.

• Journal of Digital Convergence
• /
• v.20 no.4
• /
• pp.291-299
• /
• 2022

This study was to verify the effect of the supervisor's abusive supervision on turnover intention and the mediating role of emotional stress and work engagement in the process. The online survey was conducted on 317 employees and the data were analyzed through SPSS Macro and bootstrapping. The results are as follows: the correlation between abusive supervision, emotional stress, work engagement and turnover intention was confirmed to be statistically significant, and dual mediating effect of emotional stress and work engagement was statistically significant. This study showed meaningful results on the path of the abusive supervision and turnover intention. Further studies with longitudinal method and in-depth studies on factors influencing pathways will be needed to verify substantially the dual mediating effect.