• The Journal of the Korea Contents Association
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• v.15 no.12
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• pp.247-256
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• 2015

This study begins with the importance of customer satisfaction in public sector, social welfare and job enthusiasm and how authentic leadership impacts the job engagement and customer orientation. To analyze and to verify the hypothesis, a Structural Equation Model was constructed, with the genuine leadership as an independent variable, the job engagement as a parameter, customer orientation as a dependent variable. Sample data was collected from 230 employees of social welfare organizations located in Yong-in city. Strong association between authentic leadership perception and costomer oreintation was identified from structural equation model, where job engagement plays significant intermediating role. In conclusion, positive perception toward leadership characteristic influence the job performance through desirable attitude formulation. Job engagement as a mediating variable strengthens the influence of autheneic leadership on the improvement in customer orientation which overcame the opposition, the exhaustion due to emotional labor and job burnout from those who are engaged in welfare facilities.

• Journal of Korean Academy of Rural Health Nursing
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• v.1 no.1
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• pp.40-48
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• 2006

Purpose: This study was done to identify the experience of stress and burn-out in caregivers of patients with senile dementia. Method: To evaluate the degree of stress and burn-out in caregivers of patients with senile dementia, 64 caregivers and matched to 64 patients with senile dementia at a Primary Health Care Post in South Kyung Sung Province were selected. The study was carried out from March 6 to March 30, 2001. Data on the degree of dementia in the patients was measured by the MMSE-K (Mini-Mental State Examination-Korea) and caregiver characteristics such as, sex, age, marital status, educational level, job, socioeconomic status, religion, number in family, relationship with patient, duration of care, and chronic disease in caregiver were collected by direct interview with a questionnaire. Results: Of 64 patients with senile dementia, 15.6% were classified as mild dementia (MMSE score 20-24) and 84.4%, as severe dementia. There were no significant characteristics of caregivers associated with the degree of stress and burn-out experience. The degree of burn-out in these caregivers of patients with severe dementia (mean value 94.3) was significantly higher than the 81.4 for those caring for patients with mild dementia (p<0.05). However, the degree of stress was not significantly related with the degree of dementia. The proportion experiencing severe burn-out (above score 4) was 54.7% in the physical domain, 90.6% in the emotional domain, and 73.4% in psychiatric domain, respectively. Conclusion: The above findings suggest that the degree of stress and burn-out experienced by caregivers of patients with senile dementia are high. Also the degree of burn-out experienced by in caregivers of patients with severe dementia was higher than for those caring for patients with mild dementia.

• Anxiety and mood
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• v.6 no.1
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• pp.65-70
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• 2010

Objectives : Indirect contact with trauma may occur when a person empathically listens to detailed descriptions, exposing the person to intense emotional pain from trauma victims. Although less severe than direct trauma, indirectly traumatized persons may experience the same fear, rage, and despair as direct trauma victims. This phenomenon has been variously termed vicarious trauma, traumatic countertransference, burnout, compassion fatigue, and secondary traumatic stress. Using a psychiatric symptoms questionnaires, this study investigated the effects of indirect exposure to co-worker's trauma on the mental health of firefighters who had not directly experienced traumatic events in the previous year. Methods : We administered self-report questionnaires, such as the Impact of Event Scale-Revised (IESR) and Alcohol Use Disorder Identification Test (AUDIT), to firefighters working at two fire stations in a metropolitan city. We analyzed 188 of 232 collected surveys, after excluding falsely entered data (28 cases) and questionnaires by directly-traumatized victims (16 cases). Results : Alcohol consumption and posttraumatic stress disorder (PTSD) symptoms, as determined by the AUDIT and IES-R, were significantly higher in the indirectly-traumatized group. The ratio of high-risk members scoring higher than 23 in IES-R was larger in the indirectly traumatized group, although this was not statistically significant. Conclusion : Alcohol consumption was significantly higher in the indirectly traumatized group. This group also included more members at high risk for PTSD. Further research, with a larger group of indirectly traumatized firefighters and ongoing investigation of PTSD development and other psychiatric symptoms, is needed.

• Asia Marketing Journal
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• v.17 no.2
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• pp.39-62
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• 2015

Relatively little studies have investigated employee recovery from internal service failure, especially from the employees' perspective. When handling customer complaints, employees must not only deal with legitimate customer demands after a service failure, such as providing an apology, rectifying the problem, and offering compensation, but they must also manage illegitimate dysfunctional customers, who may yell, threaten, and even physically harm the employee. These negative experiences can have strong effects, and employees can exhibit higher levels of stress such as burnout and emotional labor, which have been linked to dissatisfaction, tension and anxiety, reduced performance and effectiveness, and a greater propensity to leave the firm, ultimately leading to negative financial consequences for the firm. These conditions result in internal service failure and create the need to recover employees-in other words, internal service recovery. However, little research has examined this issue so far. The purpose of the current study, therefore, is to investigate the relationship between internal service recovery and employee outcomes. A pre-test, post-test between-subjects experimental design was developed. Participants were 166 part-time students who were working full-time. The average age of the participants was 36.74 years, and 57.50% of them were female. The average length of employment was 13 years. Participants were randomly assigned to one of four groups of approximately equal size. Three of the groups were subjected to an experimental situation involving an internal service failure, while one group was not exposed to failure, thereby acting as a control group. This study contributes to the service marketing literature in several ways. First, the study extends service failure and/or recovery research by examining recovery in an employee context. Second, this study attempts to measure internal service recovery and to empirically demonstrate its relationship to employee outcomes. Third, this investigation emphasizes the managerial importance of internal service recovery. For example, understanding the nature of the relationships between internal service recovery and its consequences can improve the effectiveness and efficiency of managers' resource allocation decisions.

• Journal of Korean Academy of Rural Health Nursing
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• v.18 no.1
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• pp.27-39
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• 2023

Purpose: This study is a mixed methods research that was conducted to verify factors affecting the working experience of community-based long-term care hospital workers during the COVID-19 pandemic. Methods: The study was carried out from July 19 to November 3, 2021 for 340 nurses who worked at 10 long-term care hospitals located in G city. Results: As the study results, factors that affected job stress of the workers working at community-based long-term care hospitals included job satisfaction (β=-.27, p<.001), work demand (β=-.25, p<.001), fatigue (β=.19, p=.001), and cooperation and leadership (β=-.12, p=.049). It was found that the participants were struggling with physical and mental stress caused by the increased workload due to the preventative measures taken to stop the infection and spread of COVID-19. Despite this, they accepted their situation as necessary to overcome the pandemic and shared the quarantine guidelines of the government and community health centers while actively responding to prevent the spread of COVID-19 under the leadership of their supervisors. However, they were experiencing psychological and emotional burnout in the prolonged pandemic situation. Conclusion: It is considered necessary to help relieve their stress and provide psychological and mental support by adopting a policy to develop and apply comprehensive programs.

• The Journal of the Korea institute of electronic communication sciences
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• v.11 no.11
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• pp.1149-1158
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• 2016

This study aimed to identify correlations among experience of violence, psychosocial stress and exhaustion in emergency medical technicians. In total, 393 emergency medical technicians were participated in the survey using an organized essay-type questionnaire. To determine psychosocial stress and exhaustion factors, a linear regression analysis was performed. In results, psychosocial stress factors were work units, the hope to keeping working in the present department, and verbal violence ($R^2=12.9%$), and the exhaustion factors were hope to keeping working at the present department, work units, and verbal violence ($R^2=14.5%$). In conclusion, it is suggested that strategies to deal with violence against subjects are educational programs to prevent violence and emotional support programs to decrease psychosocial stress, as well measures to improve the emergency rescue environment should be developed.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.21 no.10
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• pp.222-230
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• 2020

This study verified the effect size of related factors through meta-analysis based on master's theses and doctoral dissertations and academic journal papers studied in Korea for the past 10years in relation to the resilience of childcare teachers. The verification results are as follows. First, the overall effect size of the protection factors was large. In addition, the personality factor group was the largest among the protection factor groups, followed by the job characteristic factor group and the organizational attribute factor group. Second, among the protection factors, all the sub-factors except the organizational characteristic factor group-ledger leadership and job characteristic factor group-emotional labor, which showed the medium effect size, showed a large effect size. Third, the overall effect size of the risk factor showed a large effect size. The organizational characteristic factor group-burnout showed a larger effect size than the job characteristic factor group-job stress. In conclusion, this study is meaningful in that it attempted a quantitative integration to examine objective results by integrating the previous studies in relation to the resilience of childcare teachers over the past 20 years. In addition, it is significant that it provided basic data for the development of policies and policy developments to improve the resilience of childcare teachers.

• Journal of Hospice and Palliative Care
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• v.13 no.3
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• pp.161-168
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• 2010

Purpose: This study investigated the Korean social workers’ burn-out factors and personal traits in hospice and palliative care field, and also examined the effect and correlation between their professionality, social support and supervision. Methods: Data (N=46) from 46 social workers working at hospice and palliative care field were collected, and the data were analyzed for the inferential statistics using t-test, ANOVA, correlation and multiple regression with the SPSS 12.0 program. Results: General factors of the burn-out were age and work experience. The effect of the organization environment is greatly dependant on social support and supervision, and the burn-out were protected when workers got an emotional support from their family. For the workers with supervision, the less negative feeling, the better for the burn-out protection. Furthermore, the low burn-out was thought about when professional organization, self regulation, job vocation and autonomy were utilized. Regression analysis needed that the burn-out were protected well when individual autonomy among expertise was guaranteed. As for social support, vertical support was able to protect physical burn-out. Conclusion: The training program for social workers in hospices and palliative care field is essential to reduce and prevent the burn-out. Hospice should be more activated and a training program with up-to-date knowledge and information should be adopted.