• Journal of Korean Academy of Nursing Administration
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• v.19 no.5
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• pp.647-657
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• 2013

Purpose: This study was done to identify the mediating effect of emotional dissonance in the relationship between emotional labor and burnout among clinical nurses. Methods: A cross-sectional survey design was used. The participants were 257 nurses working at three general hospitals located in Seoul and Gyeonggi Province. Data were collected by convenience sampling using self-report questionnaires that consisted of general characteristics, and measures of emotional labor, emotional dissonance and burnout. Data were analyzed with descriptive statistics, t-test, ANOVA, correlation, and multiple regression. Results: The findings of the multiple regression were as follows. First, surface acting of emotional labor showed significant positive effects on emotional dissonance and burnout. Second, when surface acting and emotional dissonance were entered into the regression model at the same time, surface acting showed an insignificant effect on burnout, however, emotional dissonance showed a significant effect. Finally, emotional dissonance had a mediating effect only between surface acting of emotional labor and burnout, not between deep acting and burnout. Conclusion: Results of the study suggest that as a way to reduce burnout, nursing administrators should develop educational programs for nurses to perform deep acting of emotional labor instead of surface acting at the moment of truth.

• Korean Journal of Social Welfare
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• v.65 no.4
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• pp.137-163
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• 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 Korea Society of Industrial Information Systems
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• v.22 no.5
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• pp.113-128
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• 2017

This Study Examined the Effects of Disgruntled Customers' Behaviors on the Emotional Dissonance of Service Workers, the Effects of Emotional Dissonance on Emotional Exhaustion, and the Effects of Emotional Dissonance on Turnover Intention and Customer Orientation. In Addition, this Study Examined the Moderating Effects of Emotional Labor Strategies(both surface acting and deep acting), in the Relationship Between Customers' Disgruntled Behaviors and Emotional Dissonance. A Survey was Conducted on Hospital Workers and Drew the Following Results. First, Disgruntled Behavior had a Positively Significant Effect on Emotional Dissonance. Second, Emotional Dissonance had a Positively Significant Effect on Emotional Exhaustion. Third, Emotional Exhaustion had a Positively Significant Effect on Turnover Intention but Negatively Significant Effect on Customer Orientation. Finally, According to a Hierarchical Regression Analysis, Disgruntled Behavior and a Moderating Variable, Surface Acting had a Significant Interaction Effect on Dependent Variable, Emotional Dissonance, but Disgruntled Behavior and a Moderating Variable, Deep Acting did not.

• Culinary science and hospitality research
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• v.17 no.3
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• pp.104-116
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• 2011

This study examines the effect of culinary employees' emotional labor on their emotional dissonance and turnover intentions and bow the emotional labor and emotional dissonance affect their turnover intentions and burnout to provide useful information and suggestions for the foodservice and hotel culinary training and on-site. The results are summarized as follows. First, as the emotional labor of workers such as representation of the act, conduct in-depth and emotional departure grew higher, they showed the higher perception of emotional dissonance. However, their spontaneous activities tended to decrease their emotional dissonance. Second, as the result of verifying the relationship between emotional dissonance and burnout, the higher emotional dissonance, the deeper burnout. Finally, the culinary workers' emotional dissonance influenced their turnover intention.

• Journal of the Korea Safety Management & Science
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• v.11 no.4
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• pp.127-137
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• 2009

The purpose of this study were to examine the effects of emotional dissonance on customer orientation and service delivery level, and to examine the mediating effects of the customer orientation. In order to verify the relationships and mediating effect, data were obtained from 199 nurses working in a general hospital in Changwon City were analyzed by using SPSS 12.0. and AMOS 5.0. The findings are as follows: Firstly, there was a negative relationship between emotional dissonance and customer orientation. Secondly, there was also a positive relationship between customer orientation and service delivery level. Thirdly, there was also a negative relationship between emotional dissonance and service delivery level. Finally, the customer orientation was a partial mediating effect on the relationship between emotional dissonance and service delivery level. Based on these findings, the implications and the limitations of the study were presented including some directions for future studies.

• Journal of Distribution Science
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• v.15 no.6
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• pp.65-76
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• 2017

Purpose - The quality of customer service has been importantly considered as a way of retaining current customers. Recent development of service industry which based on Information & Communication Technology allows firms to utilize different employees for their businesses. Although it is regarded as important to consider emotional labor of employees working for customers in ICT service industry, little was known the role of emotional dissonance. Thus, current paper focused on emotional labor and tried to identify the factors which influence on employees' intrinsic motivation for married women working in call centers. This study highlighted the influence of the emotional dissonance on the employees' intrinsic motivation, and the moderating influences of work-family conflict on the relationship between emotional dissonance and intrinsic motivation. Research design, data, and methodology - The research samples were gathered from seven call centers of Korean financial institutions located in South Korea. The model of emotional dissonance was developed, which emphasizes the influence of emotional dissonance as a predictor on intrinsic motivation, and then the other model was also introduced to explain how employees' intrinsic motivation were aggravated by work-family conflict. To examine these research models, samples were collected from 468 married women working in call centers of Korean financial institutions located in Seoul. A total of 468 samples were used in the analysis after deleting data of missing value. SPSS 22.0 were utilized for data analysis. Results - The results of current study showed that emotional dissonance is negatively related to intrinsic motivation, and there are significant differences in work-family conflict. Those results generally support the proposed hypotheses. Conclusions - These results suggest that the relationship of intrinsic motivation of married women working in call center for customers' service were influenced by emotional dissonance, which outcomes were interacted not by face-to-face contact with their customers, but by emotional contacts. Managerially, these findings suggest the one who emphasize the quality of customer's service of call center need to introduce the programs for minimizing both of emotional dissonance and work-family conflict. These findings also suggest that the service quality via intrinsic motivation of married women working in call center is hard to be accomplished without considering the factors of emotional dissonance and work-family conflict.

• The Research Journal of the Costume Culture
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• v.22 no.5
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• pp.794-808
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• 2014

This research aimed to examine the effect of emotional dissonance and emotional intelligence on the prosocial behavior of fashion salespeople in department stores, and whether emotional intelligence mediates the relationship between emotional dissonance and prosocial behavior. Moreover, we aimed to suggest a method to improve the prosocial behavior of salespeople as a strategy to obtain a continuous competitive advantage in an increasingly competitive fashion distribution environment. This research was conducted through a questionnaire survey, and 345 responses were collected from department store salespeople for the final analysis. First, the analysis results showed that the emotional dissonance of salespeople arose from their dealings with their organization and with customers. Prosocial behavior was deduced to be a factor of the cooperation with coworker and extra-role customer service. The emotional intelligence was deduced to be a factor of the use of emotion, regulation of emotion, self-emotion appraisal, and others'emotion appraisal. Second, with a higher level of emotional dissonance against the organization, there was less cooperation with coworker, while a higher emotional dissonance against customers resulted in increased cooperation with coworker. Third, it appeared that with a higher level of emotional dissonance against the organization, there was a higher utilization of use of emotion, self-emotion appraisal, and others'emotion appraisal of emotional intelligence. Fourth, as the regulation of emotion, self-emotion appraisal, and use of emotion were higher, there was more cooperation with coworker, whereas an increase in the utilization of one's own emotion and emotional control resulted in a higher level of extra-role customer service. Finally, emotional intelligence has a significant mediating effect between emotional dissonance and prosocial behavior. The above results suggest that for department stores to improve the prosocial behavior of their sales staff requires the establishment of a method to enhance the emotional intelligence of the staff. The results also indicate that there is a need for department stores to prepare a systemic tool to enable them to select people with a high degree of emotional intelligence when recruiting salespeople.

• Journal of Korean society of Dental Hygiene
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• v.18 no.4
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• pp.489-499
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• 2018

Objectives: The purpose of this study was to investigate the mediating effects of burnout and to identify the moderating effects of individual factors and organizational factors on the relationship between emotional dissonance and job satisfaction. Methods: This cross-sectional study included 270 dental hygienists working full-time at dental care facilities. The data on the socio-demographic characteristics, emotional dissonance, burnout, job satisfaction, and individual and organizational factors were collected. The individual (self-efficacy and ego resilience) and organizational (social support, organizational support and wage satisfaction) factors were considered as the moderating variable. For statistical analyses, t-test, one-way ANOVA and multiple linear regression were used. Results: Burnout was found to be a significant mediator on the relationship between emotional dissonance and job satisfaction(p<0.001). The variables moderating the relationship between emotional dissonance and burnout were identified as social support, organizational support and wage satisfaction (p<0.05), while the variables moderating the relationship between burnout and job satisfaction were wage satisfaction and ego resilience (p<0.05). Conclusions: To prevent the decrease in job satisfaction due to emotional dissonance, the management of dental care facilities should have a better understanding of burnout in dental hygienists, which requires individual and organizational efforts to be moderated. In addition, as organizational support has been identified as the factor mitigating the negative effects of emotional dissonance, it is highly necessary to adopt the preceptor system, improve communication systems and expand welfare policies of organizations.

• The Journal of the Korea Contents Association
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• v.9 no.9
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• pp.335-345
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• 2009

This paper is 1) to find out what make cause in the emotional labor and emotional dissonance on hotel employee, 2) to investigate relationship between burnout and turnover intention on the personal character, 3) finally to suggest strategical implications for hotel management decision-maker. The questionnaires are distributed 400 on hotel employees, then used for data analysis 351. The results are as followed. First, the higher surface acting, deep acting, and emotional deviance in the emotional labor, the higher emotional dissonance. But the higher expression of natural emotions, it was showed lowly in the emotional dissonance. Second, the higher emotional dissonance, it was revealed highly burnout and turnover intention.

• Culinary science and hospitality research
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• v.21 no.1
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• pp.143-158
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• 2015

The purpose of this research is to examine how emotional intelligence has a moderating effect on the relationship between emotional dissonance and job burnout and to investigate a mediating relationship between emotional dissonance and turnover intention through job burnout. To test the hypotheses, moderation analysis, mediation analysis and moderated mediation analysis were performed. Of the 300 self-report questionnaires distributed to hotel employees, 233 usable responses were received and utilized in the final analyses. The results show that emotional dissonance significantly affected job burnout, and job burnout completely mediated the effect of emotional dissonance on turnover intention. Additionally, emotional intelligence moderated the relationship between emotional dissonance and job burnout, suggesting that the emotional dissonance-job burnout relationship was stronger in the low emotional intelligence group than in the high emotional intelligence group. Particularly, emotional intelligence moderated the mediating relationship between emotional dissonance and life style intention via job burnout(moderated mediation effect), indicating that the mediation effect was stronger in the low emotional intelligence group. Therefore, hotel managers should efficiently implement strategies and programs to reduce emotional dissonance and job burnout and enhance emotional intelligence, which lead to lower turnover intention.