• 한국콘텐츠학회논문지
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• 제19권9호
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• pp.293-307
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• 2019

현재 사회복지서비스에 대한 지속적인 욕구증가와는 반비례로 사회복지사의 열악한 복지수준은 큰 사회적 문제이다. 특히 사회복지사의 감정노동은 심각한 실정이다. 본 연구는 사례관리 사회복지사의 감정노동이 고객지향성에 미치는 영향을 규명하였다. 또한 구성원들의 감성지능과 리더-구성원 교환관계의 조절효과를 실증분석 하였다. 주요 분석결과는 다음과 같다. 첫째, 감정노동의 표면행위는 고객지향성에 부정적인 영향을 주었고, 내면행위는 긍정적인 영향을 주었다. 둘째, 감성지능은 감정노동의 표면행위와 고객지향성의 관계에서 조절효과를 나타냈다. 또한 감성지능은 표면행위가 고객지향성에 미치는 부정적 영향을 약화시키는 조절효과를 가지고 있었다. 셋째, 리더-구성원 교환관계는 감정노동의 내면행위와 고객지향성의 관계에서 조절효과를 나타냈다. 또한 리더-구성원 교환관계는 내면행위가 고객지향성에 미치는 긍정적 영향을 강화시키는 조절효과를 가지고 있었다. 이러한 연구결과를 바탕으로 논의가 제시되었으며, 향후 연구를 위한 제언도 제시하였다.

• 디지털융복합연구
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• 제18권12호
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• pp.497-505
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• 2020

본 연구는 감정노동에 대한 사회적 관심이 커짐에 따라 많은 관련연구들이 진행되고 있으나 대다수 연구들이 서비스 제공자 측면에서 감정노동의 폐해를 예방, 또는 효율적인 사후 조치들을 모색하는 연구들이 주를 이루고 있다는 점에 착안하여, 본 연구는 이와는 반대로 대표적 대면직업군의 하나인 은행 창구 업무를 중심으로 서비스 요청자인 고객의 입장에서 감정노동의 어려움을 공감할 수 있는 인식개선의 장치로써 업무현장에 설치되어 있는 시각물의 현황을 파악하고 분석하여 그 개선방안을 제안하는 것에 목적을 둔 연구이다. 이를 위해 선행연구로써 감정노동의 개념과 유형 및 관련법규를 요약한 후, 분석연구로써 제1금융권 10개 은행에 대한 현장조사를 실시, 조사결과를 분석하여 문제점을 도출하고 제시된 문제점과 연결 지어 그 개선방향을 네 가지 측면(양적 증대, 효율성, 전달력, 협업 측면)에서 제안하였다. 이러한 일련의 과정을 통하여 감정노동 관련연구의 다양성을 확보한다는 측면에서 본 연구가 그 의미를 가질 것으로 예상된다.

• 한국융합학회논문지
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• 제10권9호
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• pp.237-247
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• 2019

본 연구의 목적은 물리치료사 및 작업치료사의 감정노동 수준과 강도를 평가하고 이에 미치는 요인을 알아보았다. 전국 물리치료사 및 작업치료사를 대상으로 자기기입식 설문지를 이용한 단면적 조사연구(cross-sectional study)를 실시하였다. 총 2,000부의 설문지를 배포하여 1,500부(75%)의 설문지를 회수하였고, 이 중 중복으로 답변하거나 답변이 누락된 126부를 제외하고 1,374부(68.7%)의 설문지를 최종 분석하였다. 감정노동의 강도에 미치는 요인을 파악하기 위해 다중선형 회귀분석을 수행하였다. 분석결과, '감정조절의 요구 및 규제', '고객 응대의 과부하 및 갈등', '감정부조화 및 손상' 하부영역에서 고위험군은 각각 29.4%, 19.0%, 22.0% 이었으며, 특히 감정노동의 강도를 평가하는 '감정조절의 요구 및 규제', '고객 응대의 과부하 및 갈등', '감정부조화 및 손상'에서 감정노동의 위험군은 여성, 작업치료사, 주간 49시간 이상 근무, 하루 치료 환자 수 15명 이상으로 파악되었다. 이에 따라 물리치료사 및 작업치료사를 대상으로 정기적으로 위험군을 스크리닝 하고, 초과근무시간 제한과 적절한 환자 수 배정 등 치료사의 근로환경 조성을 통해 감정노동의 강도를 관리할 수 있겠다. 본 연구를 통하여 감정노동으로 인한 부정적 영향을 완화시키고, 감정노동을 중재할 수 있는 근거와 방안이 마련되어야 할 것이다.

• 산경연구논집
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• 제9권5호
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• pp.93-104
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• 2018

Purpose - This study is to investigate the relationship among emotional intelligence, self-efficacy and job stress of foreign life insurance consultants focusing on the mediating effect of self-efficacy. Regarding job security, in general foreign life insurance companies in Korea have more severe working conditions in terms of required contract performance. For foreign life insurance consultants, they are assumed to need higher level of emotional intelligence and self efficacy to meet the conditions. In this study, focus is cast on these aspects. Research design, data, and methodology - Basically the research is conducted upon questionnaires responded by foreign life insurance consultants. That is, data are collected from 255 sample of insurance consultants who work for a foreign owned life insurance company. The Questionnaire measure the level of emotional intelligence, self-efficacy and job stress of insurance consultants. The data are analyzed using pearson's correlation coefficient and hierarchical multiple regression, descriptive statistics, t-test, ANOVA, Durbin-Watson test. Results - The general characteristics of respondents are gender, age, marital status, education level, income monthly, career length, change jobs no, working day per week, call no. per week, meeting no. with client per week, contract regularity, contract no. per month and cancellation contract per year. The mean of emotional intelligence is 2.63, self-efficacy is 3.44 and job stress is 2.20. Emotional intelligence is composed with mean value of self emotion appraisal(3.93), other's emotion appraisal(3.78), regulation of emotion(3.29) and use of emotion(3.52). The mean of self efficacy is composed with mean value of self-confidence(3.41), self-regulated efficacy(3.59) and preference task difficulty(3.30). The job stress is composed with mean value of job requirement(2.61), lack of job autonomy(1.99), conflict of personal relations(1.99), job instability(2.38), organizational system(2.19) and inappropriate compensation(2.07). There is a significant positive correlation between emotional intelligence and self-efficacy. The emotional intelligence and self-efficacy are significantly negative correlation with job stress. The self-efficacy is showed a mediating variable between emotional intelligence and job stress. Conclusions - To decrease job stress level, foreign life insurance company should find the factors to improve the emotional intelligence and self-efficacy of life insurance consultants, and develop appropriate plans using a mediating role of self- efficacy between emotional intelligence and job stress.

• 아동학회지
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• 제16권1호
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• pp.33-47
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• 1995

The purpose of this study was to examine the relationships and predictor variable between father's child-rearing behaviors and children's sex-role taking, emotional responses and children's prosocial behavior by demographic variables and mother's work status. Subjects were 142 kindergarten children and their mothers in Busan. Three type of measurement were used in this study; (1) Two scales for father's child-rearing behaviors and children's emotional responses, (2) an interview for children's sex-role taking, and (3) amount of candies to share with classmates for children's prosocial behavior. Data were analyzed by Pearson's correlation coefficient, t-test, F-test, multiple regression, Scheffe's post hoc test using the SAS computer program. There were significant correlations between father's child-rearing behaviors and children's sex-role taking, and between father's child-rearing behaviors and children's prosocial behavior. There were significant differences in father's child-rearing behaviors, children's emotional respones, and children prosocial behavior by SES and mother's job. Father's child-rearing behaviors were the most important predictor variables influencing children's sex-role taking and children's prosocial behavior.

• 한국치위생학회지
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• 제20권2호
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• pp.167-174
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• 2020

Objectives: The aim of this study was to identify causal factors for continuous innovative behavior and devise a plan for effective member management by improving continuous innovative behavior. Methods: A self-reported questionnaire was filled out by 190 clinical dental hygienists from June 1 to July 31, 2019. Data were analyzed using SPSS 22.0. The independent t-test, one-way analysis of variance, Scheffe's post-hoc test, and Pearson's correlation coefficient analysis were performed, and a stepwise multiple regression analysis was conducted. Results: Dental hygienists scored 3.43 points in innovative behavior. Variables influencing innovative behavior were emotional intelligence, self-efficacy, and educational level. These factors had a variance of 47.5% among clinical dental hygienists. Conclusions: It is necessary to develop a regular program aimed at improving the emotional intelligence and self-efficacy of clinical dental hygienists to exert a positive work effect and improve their innovative behavior rather than assigning them simple tasks.

• 한국조리학회지
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• 제13권3호
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• pp.115-126
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• 2007

Previous studies have focused on service quality by examining customer satisfaction and retention. Little, if any work has been conducted exploring the emotional state of customers and that state in con-nection to perceived service quality. The objective of this study was to explore and determine how a customer's emotions perceive and respond to service quality within family restaurants. It was found that within a positive emotional field, product and personal service quality showed a high correlation to the positive image while customers experiencing negative emotions had the perception of poorer product and personal service quality as well as a worse impression of cleanliness. Cleanliness was not connected to the issue of customer satisfaction but each of these three factors, whether positive or negative, led to the creation and mediation of an image which in itself directly resulted in customer satisfaction. Customer emotional fields are not merely the by-product of quality issues, or satisfaction but in fact the foundation by which all other factors must be considered and analyzed. Family restaurateurs need to focus on the customer's emotional well-being to create customer satisfaction.

• 한국치위생학회지
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• 제18권5호
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• pp.707-716
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• 2018

Objectives: The purpose of this study was to examine factors influencing the retention intention of dental hygienists in clinical practice. Findings will assist in the development of strategies to increase their retention. Methods: A self-reported questionnaire was completed by 261 dental hygienists who work at dental hospitals and clinics in the Jeollabuk-do area. Data were analyzed using descriptive statistics, independent t-test, one-way ANOVA (post-test Duncan), and multiple regressions. Results: The variable that demonstrated the largest influence on the retention intention of dental hygienists was purpose/meaning (${\beta}=0.283$), followed by transcendental calling (${\beta}=0.198$). These factors relate to the sense of calling. The third most influential variable was pay (${\beta}=0.150$). This relates to general characteristics. The fourth most influential factor was the frequency of emotion display (${\beta}=-0.112$), which relates to one of the sub-areas of emotional labor. Conclusions: In order to strengthen the retention intention of dental hygienists, diverse approaches should be implemented, with particular consideration for their sense of calling, emotional labor and pay.

• 대한안전경영과학회지
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• 제17권4호
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• pp.305-319
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• 2015

Among recent management innovation activities of hotel, one of the most important competitive advantage through customer satisfaction, and to which members of the organization's service orientation is essential. The hotel's service orientation is closely related to the organization's culture. In this study, the organization's service-oriented culture, the internal service quality, emotional commitment and continued commitment and ultimately affects the employee's influence on customer orientation will look at that. Results and implications of this study can be summarized as follows. the internal service quality among the factors corporeality, responsiveness and assurance, empathy, job satisfaction showed a significant influence on the type of empathy and emotional commitment castle had a significant impact on. With these results, relationships with colleagues within the organization, such as work environment and job satisfaction and emotional commitment, the atmosphere is very important to know that you can affect. Therefore, the members of the hotel to increase customer satisfaction and organizational commitment, corporate culture, business as well as collaboration with colleagues to share the emotional atmosphere of sympathy for the business environment will get improved.

• Safety and Health at Work
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• 제11권1호
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• pp.103-108
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• 2020

Background: Presenteeism has emerged as an important health-related issue and has been studied in a variety of occupation groups. This study examines the relationship between emotional labor and presenteeism in nurses in Republic of Korea. Methods: As a cross-sectional study, our study was conducted on 328 female nurses participating in the fourth Korean Working Conditions Survey (2015). Nurses were identified by the Korean Industry Classification Code. Multivariable logistic regression analysis was performed to explore the association between emotional labor and presenteeism. Results: Female nurses who always or sometimes hide their emotions in the workplace were found to have a high risk for presenteeism compared with female nurses who rarely hide their emotions in the workplace {odds ratio [OR] = 2.40 [95% confidence interval (CI) 1.04-5.54]; OR = 4.12 [95% CI 1.72-9.84], respectively}. Furthermore, the risk of presenteeism was higher in nurses who sometimes engaged with complaining customers compared with nurses who rarely did so, but it lacked statistical significance. Conclusion: Presenteeism in nurses can cause various negative secondary effects; therefore, an alternative should be sought to mediate nurses' emotional labor to prevent presenteeism.