• Journal of Distribution Science
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• v.14 no.2
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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.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.16 no.10
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• pp.7157-7165
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• 2015

This research conducted a survey of the workers in medical institutions and carried out empirical analysis through covariance structure equation modelling in order to examine the relationship among emotional labor, job satisfaction, organizational commitment, and counterproductive work behaviors of medical institution workers. The results of the empirical analysis are as follows; First, the frequency of emotional expression, one of the dimensions of emotional labor, did not have a positive influence on job satisfaction, but both the degree of emotional expression attentiveness and emotional dissonance had a negatively significant effect on job satisfaction. Second, job satisfaction had a positively significant effect on organizational commitment. Third, organizational commitment had a negatively significant effect on counterproductive work behaviors toward both individuals and organizations. This research result shows that it is necessary to pay attention to drawing a plan to reduce emotional labor that workers in medical institutions experience since emotional labor causes them to get negative results while they are performing their duties.

• Science of Emotion and Sensibility
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• v.25 no.4
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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.

• Journal of Digital Convergence
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• v.16 no.5
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• pp.351-359
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• 2018

The purpose of this study was to investigate the levels of emotional intelligence, and convergent nurses' work environment and to identify the effects of emotional intelligence and convergent nurses' work environment on nursing performance among clinical nurses as career-beginners. The study subject was a total of 95 clinical nurses as career-beginners that were recruited from three hospitals. Descriptive statistics, t-test, ANOVA, Pearson correlation coefficient and stepwise multiple regression with SPSS 21.0 program were used to analyze the data. The study results had shown significant correlations of emotional intelligence, and convergent nurses' work environment and regulator of emotional and leadership had explanation power 28.0% of nursing performance. We should consider the methods to enhance regulator of personal emotional and improve leadership of administrators for nursing performance. Therefore, the results can be used as basic data to develop nursing performance improvement program and the strategies for clinical nurses as career-beginners.

• Culinary science and hospitality research
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• v.22 no.7
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• pp.22-35
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• 2016

This study presents to demonstrate the relationships among emotional intelligence, job engagement, and work performance as perceived by hotel employees. For conducting analysis in this study, 380 copies of the questionnaire were distributed to the employees in deluxe hotels in Seoul and 353 copies was used for statistical analysing by using SPSS 18.0. Current stud y found that the factors of hotel employees' emotional intelligence (other's emotion, control of emotion, self-emotion, and use of emotion) have a critical effect on the concentration job engagement. In addition, the elements of job engagement (concentration and job engagement) have a significantly effect on work performance. Based on these results, the study established that hotel employees' emotional intelligence and job engagement were important elements as key factors affecting the continuous work performance of the hotel industry. Through these study results, this study provides practical implications that help hotel employees to better understand their emotional factors are critical predictor of job engagement and it will be useful information for utilizing human resources and improve their work performance.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.25 no.4
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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.

• 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.

• Korean Journal of Occupational Health Nursing
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• v.23 no.4
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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.

• Journal of Korean Academy of Nursing Administration
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• v.16 no.4
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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.

• Journal of Internet Computing and Services
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• v.19 no.6
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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.