• 유통과학연구
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• 제14권2호
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• pp.73-82
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• 2016

Purpose - Counterproductive work behavior(CWB) was typically categorized according to the behavior whether it targets other people(i.e., interpersonal CWB: I-CWB). Employing organizations(i.e., organizational CWB: O-CWB) has emerged as major concerns among researchers, managers, and the general public. An abundance of researches has informed us about the understanding for the antecedents of CWB, whereas little is known about the antecedents of CWB directed distribution service in employee's emotional labor. Therefore, the purpose of this research is to propose a research model in which surface acting enhances emotional exhaustion as an emotional labor strategy, which eventually increases counterproductive work behavior(including I-CWM and O-CWB). Research design, data, and methodology - This empirical research data were gathered from the samples of full time frontline hotel employees(including front office, call center, food/beverage, concierge, and room service) in South Korea. Six hotels were selected ranged from four to five stars, including privately owned and joint-venture properties. A convenience sampling method was used to select hotels. Full time frontline hotel employees from the six hotels were surveyed using a self-administered instrument for data collection. With the strong support of hotel managers, a total of 300 questionnaires were distributed, and 252 responses were collected indicating a response rate of 84.0%. In the process of working with the 252 samples, structural equation modeling is employed to test research hypotheses(H1: The relationship between surface acting and Interpersonal counterproductive work behavior(I-CWB) is mediated by emotional exhaustion, H2: The relationship between surface acting and organizational counterproductive work behavior(O-CWB) is mediated by emotional exhaustion). SPSS 18.0 and M-Plus 7.31 software were used for the data analysis. Descriptive statistics were used to assess the distribution of the employee profiles and correlations between factors. M-Plus 7.31 software was used to test the model fit, validity, and reliability of the factors, significance of the relationship between factors, and the effects of factors in the model. Results - To test our mediation hypotheses, we used an analytical strategy suggested by Preacher & Hayes (2008) and Shrout & Bolger (2002). This mediation approach directly tests the indirect effect between the predictor and the criterion variables through the mediator via a bootstrapping procedure. Thus, it addresses some weaknesses associated with the Sobel test. We found that surface acting was positively related to emotional exhaustion. Furthermore, emotional exhaustion was a significant predictor from the two kinds of counterproductive work behavior. In addition, surface acting was not significantly associated with the two kinds of counterproductive work behavior. These results indicated that the surface acting by frontline hotel employees was associated with higher emotional exhaustion, which is related with higher interpersonal counterproductive work behavior(I-CWB) and organizational counterproductive work behavior(O-CWB). In sum, we confirmed that the positive relationship between surface acting and the two kinds of counterproductive work behavior was fully mediated by emotional exhaustion. Conclusions - The current research broadens the conceptual work and empirical studies in counterproductive work behavior literature by representing a fundamental mechanism that how surface acting affects counterproductive work behavior.

• 한국산학기술학회논문지
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• 제16권10호
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• pp.7157-7165
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• 2015

본 연구는 의료기관 종사자들의 감정노동과 직무만족, 조직몰입 및 반생산적 과업행동 간의 관계를 통합적으로 살펴보기 위하여 의료기관 종사자들을 대상으로 설문조사를 실시하고 공변량 구조방정식모형을 통해 실증분석을 하였다. 실증분석 결과 첫째, 감정노동 차원 중 감정표현빈도는 직무만족에 유의적인 영향을 미치지 않는 것으로 나타났으나 감정표현주의정도, 감정부조화는 직무만족에 부(-)의 유의적인 영향을 미치는 것으로 나타났다. 둘째, 직무만족은 조직몰입에 정(+)의 유의적인 영향을 미치는 것으로 나타났으며 셋째, 조직몰입은 개인 조직 대상 반생산적 과업행동 모두에 부(-)의 유의적인 영향을 미치는 것으로 나타났다. 본 연구결과는 의료기관 종사자들이 직무를 수행하는데 있어 감정노동이 부정적인 결과를 초래하기 때문에 그들이 업무수행 중에 겪게 되는 감정노동을 경감시킬 수 있는 방안에 관심을 가질 필요가 있다는 것을 보여주고 있다

• 감성과학
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• 제25권4호
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• pp.139-156
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• 2022

This study aimed to examine the cause and consequence of emotional labor strategies based on the emotional labor framework. To investigate the boundary condition of the current research model, the study proposed that job autonomy would moderate the effects of emotional labor on employees' well-being. To achieve the purpose of the study, it was first tested whether neuroticism and extroversion of employees predicted the focal outcomes (i.e., burnout and work engagement) via distinct emotional labor strategies. Second, the moderation effects of job autonomy were tested for each emotional labor strategy in predicting the focal outcomes. Third, the conditional indirect effects of job autonomy on the mediation process were examined. The results revealed that surface acting partially mediated the relationship between neuroticism and burnout, whereas deep acting fully mediated the relationship between extraversion and work engagement. Regarding the moderating effects of job autonomy, it significantly moderated the relationship between surface acting and burnout and between deep acting and work engagement. In addition, from the moderated mediation effects, the conditional indirect effects of job autonomy were significant. Finally, theoretical and practical implications are discussed and limitations and future research directions were suggested.

• 디지털융복합연구
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• 제16권5호
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• pp.351-359
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• 2018

본 연구는 사회초년기 종합병원간호사들의 감성지능, 융 복합 간호업무환경 및 간호업무성과의 정도와 감성지능과 융 복합 간호업무환경이 간호업무성과에 미치는 영향을 파악하였다. 연구대상자는 3개 종합병원의 사회초년기 종합병원간호사 95명을 대상으로 하였으며, 자료의 분석은 SPSS 21.0프로그램을 사용하여 빈도, 백분율, t-test, ANOVA, pearson correlation과 stepwise multiple regression을 사용되었다. 본 연구의 결과는 감성지능, 융 복합 간호업무환경 및 간호업무성과 간에 유의한 상관관계가 있었으며, 감성조정과 리더십에서 간호업무성과에 28%의 설명력을 가지고 있었다. 이러한 결과는 사회초년기 임상간호사들의 간호업무성과 향상을 위해 개인적으로는 감성을 잘 조절할 수 있도록 도와야 할 것이며 병원차원에서는 행정가들의 리더십 함양 전략을 함께 고려되어야 함을 보여준다. 그러므로 본 연구의 결과는 사회초년기 임상간호사들의 간호업무성과 향상 프로그램 및 전략을 위한 기초자료로 활용될 수 있을 것이다.

• 한국조리학회지
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• 제22권7호
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• pp.22-35
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• 2016

본 연구에서는 호텔종사원을 대상으로 업무성과에 영향을 미치는 요인으로 감성지능과 직무열의를 제시하여 영향관계를 검증해 보고자 한다. 이러한 검증결과를 통해 호텔관계자들은 인적자원 활용에 유용한 정보를 확보하고, 업무성과에도 도움을 되는 실무적 시사점을 제공하는데, 본 연구의 목적을 두고자 한다. 연구의 실증분석을 위해 서울지역 특급호텔 종사원을 중심으로 총 380부의 설문지를 배포하여 367부를 회수하였고, 353부의 유효 표본을 SPSS 18.0을 활용하여 분석하였다. 연구결과, 감성지능의 타인감정이해, 감성조절, 감성활용은 직무열의의 집중에 유의한 영향을 미치며, 감성활용은 직무열의의 활력에 유의한 영향을 미치는 것으로 나타났다. 또한 직무열의의 집중과 활력은 업무성과에도 유의한 영향을 미치는 것으로 나타났다. 이러한 결과를 바탕으로 호텔기업의 지속적인 업무성과에 영향을 미치는 요인으로 호텔종사원의 감성지능과 직무열의가 중요하다는 것을 규명하였다.

• 한국항공운항학회지
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• 제25권4호
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• pp.76-82
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• 2017

I studied existing research and thesis which are relating emotional labor, job-related stress, and service level to set up the structural model and potential factors that form this structural model. The result showed that emotional labor is affecting job-related stress, service delivery level and customer-oriented activities. And service delivery level is affecting customer-oriented activities under 95% confidence levels. Also from the analysis of group survey by working group, check-in agent's emotional labor is affecting on job-related stress, service delivery level and customer-oriented activities. And service level is affecting on customer-oriented activities. By the result of how emotional labor and customer-oriented activities are related, I strongly believe it contributed the study of emotional labor theory.

• 한국보육지원학회지
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• 제12권6호
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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.

• 한국직업건강간호학회지
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• 제23권4호
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• pp.269-276
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• 2014

Purpose: The purpose of this study was to investigate muscle pains of emotional laborers and determine whether there were differences in their muscle pains depending on the hours spent on emotional labor. Methods: This is a secondary analysis of the data collected from the 3rd (2011) Korean Working Conditions Survey. 50,032 participants responded to the study's questionnaire. Among them, 15,669 participants were emotional laborers who directly dealt with people such as customers, passengers, pupils, patients, etc. Results: Thirty three percent of subjects had reported muscle pains. Muscle pains of subjects were positively related to the hours spent on emotional labor (p<.001). According to the logistic regression analysis, the adjusted odd ratio of the subjects who spent about almost all of the work hours on emotional labor was 1.32 (95% CI: 1.15~1.52), compared to the subjects who spent about a quarter of their work hours on emotional labor, when other factors were controlled. Conclusion: The study's findings indicate that engaging in emotional labor for longer hours increases the risks of muscle pains. Occupational nurses must pay closer attention to the management of muscle pains of emotional laborers.

• 간호행정학회지
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• 제16권4호
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• pp.466-474
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• 2010

Purpose: This study was done to identify the relationship between emotional intelligence (EI) and job stress of clinical nurses in small to medium-sized hospitals. Methods: Data were collected from a convenience sample of 152 nurses working in 4 local public hospitals in one district. EI was measured with the scale developed by Law, Wong, & Song (2004), and job stress with the scale by Choi, Kang, & Woo (2006). Data were analyzed with PASW (SPSS) 18.0, using descriptive statistics, t-test, ANOVA, Scheffe' test, Pearson correlation coefficients, and multiple regression. Results: There were significant differences in EI according to work time, in self-emotional appraisal according to salary, in regulation of emotion according to marital status, age, work time, and salary. There were also significant differences in job stress including somatization, depression and anger according to marital status, work time, and salary. Correlation between EI and job stress was negative. EI explained 17.3% of variance in job stress. Conclusion: The findings indicate that to decrease job stress, nursing managers need to develop EI, especially self-emotional appraisal and regulation of emotion for nurses in their twenties and for unmarried nurses.

• 인터넷정보학회논문지
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• 제19권6호
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• pp.125-132
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• 2018

In this paper, we design a programming education model that uses emotional intelligence and apply the model to programming education in elementary school. In our previous work, we found that there is a meaningful correlation between emotional intelligence and programming ability. In this paper, as a follow-up study, we design a programming education model based on a storytelling model and emotional intelligence. In order to test the performance of the proposed model, we applied our proposed model to the 5th grade elementary school students who have no programming experience. Based on extensive survey work and statistical analysis, we found that the experimental group by the programming education using the emotional intelligence got a statistically significant higher achievement than the comparative group by the traditional programming education. We hope that our model will be helpful in programming education in schools.