• 간호행정학회지
• /
• 제19권5호
• /
• pp.647-657
• /
• 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.

• 한국사회복지학
• /
• 제65권4호
• /
• pp.137-163
• /
• 2013

본 연구는 사회복지사를 대상으로 그들의 감성노동이 비과업행동(조직시민행동, 반생산적 행동)에 미치는 영향을 살펴보았다. 감성노동에 관한 기존의 연구들은 감성노동이 서비스 종사자들의 과업행동 및 성과에 긍정적인 영향을 미친다는 연구와 부정적인 영향을 미친다는 연구가 혼재되어 있다. 본 연구는 Hochschild가 정의한 감성노동의 두 가지 관리행위인 내면행위와 표면행위를 중심으로 사회복지사의 내면행위는 그들의 비과업행동에 긍정적인 영향을 미치고, 사회복지사의 표면행위는 그들의 비과업행동에 부정적인 영향을 미치게 될 것이라는 가설을 세우고 이를 실증하였다. 또한 사회복지사의 표면행위가 그들의 비과업행동에 부정적인 영향을 미치는 과정에서는 사회복지사의 감정부조화가 매개역할을 하는지, 그리고 직속상사의 감성적 리더십이 표면행위의 부정적인 효과를 감소시키도록 조절하는지를 살펴보았다.

• 한국산업정보학회논문지
• /
• 제22권5호
• /
• pp.113-128
• /
• 2017

본 연구에서는 고객 불량행동이 서비스 종사원의 감정부조화에 미치는 영향을 살펴보고 감정부조화가 감정고갈에 미치는 영향과 감정고갈이 이직의도와 고객지향성에 미치는 영향을 살펴보고자 한다. 또한 고객 불량행동과 감정부조화 간의 관계에서 감정노동전략(표면행동, 내면행동)의 조절 효과를 살펴보고자 한다. 병원에 종사하는 종사원들을 대상으로 설문조사를 실시하였으며 그 결과는 다음과 같다. 첫째, 불량행동은 감정부조화에 정(+)의 유의적인 영향을 미치는 것으로 나타났다. 둘째, 감정부조화는 감정고갈에 정(+)의 유의적인 영향을 미치며 셋째, 감정고갈은 이직의도에 정(+)의 유의적인 영향, 고객지향성에는 부(-)의 유의적인 영향을 미치는 것으로 나타났다. 끝으로 위계적 회귀분석을 통해 종속변수인 감정부조화에 대해서, 불량행동과 조절변수인 표면행동의 상호작용효과는 유의한 것으로 나타났으나 불량행동과 조절변수인 내면행동의 상호작용효과는 유의하지 않은 것으로 나타났다.

• 한국조리학회지
• /
• 제17권3호
• /
• pp.104-116
• /
• 2011

본 연구에서는 조리종사자의 감정노동이 감정부조화와 이직의도 및 소진에 어떠한 영향을 미치고 있는지를 파악하고, 이러한 감정노동과 감정부조화가 이직 의도와 소진에 어떠한 영향을 미치는가를 규명하여 외식업 및 호텔에 유용한 정보와 시사점을 제공하고자 하였다. 분석결과, 첫째 조리종사자의 감정노동이 높아질수록 감정대한 지각수준이 높아질 것이라는 연구 가설은 감정노동의 하위차원 즉 표현행위, 심층행위, 감정일탈이 높아질수록 감정부조화에 대한 지각수준이 높아지는 것으로 나타났다. 그러나 자발적 행위가 높아질수록 감정부조화는 낮아지는 것으로 나타났다. 감정부조화에 대한 소진의 영향관계를 검증한 결과 조리 종사자들은 감정부조화를 높게 지각할수록 소진은 심화되는 것으로 나타났다. 마지막으로 조리종사자들의 감정부조화에 대한 이직의도의 영향관계를 검증한 결과 감정부조화가 커지면 커질수록 이직에 대한 의도가 높아지는 것으로 나타났다.

• 대한안전경영과학회지
• /
• 제11권4호
• /
• pp.127-137
• /
• 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.

• 유통과학연구
• /
• 제15권6호
• /
• pp.65-76
• /
• 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.

• 복식문화연구
• /
• 제22권5호
• /
• pp.794-808
• /
• 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.

• 한국치위생학회지
• /
• 제18권4호
• /
• pp.489-499
• /
• 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.

• 한국콘텐츠학회논문지
• /
• 제9권9호
• /
• pp.335-345
• /
• 2009

본 연구는 호텔기업의 고객접점 부서인 영업 종사원들을 대상으로 호텔상품을 제공하면서 갖게 되는 개인적 성향에 따른 감정노동에 의한 감정부조화의 원인을 파악하고, 감정부조화에 의한 종사원의 소진 및 이직의도간의 관계를 규명하여 살펴보고, 서비스 마케팅차원 및 호텔관리자에게 이에 따른 전략적 시사점을 제공하고자 한다. 이러한 목적을 달성하기 위해 서울지역 특급호텔 종사원들을 대상으로 현장 설문조사를 실시하여 400매를 배부하여 351매를 실증분석에 사용하였다. 그 결과를 살펴보면 다음과 같다. 첫째, 감정노동에서 표면행위(surface acting), 심층행위(deep acting), 감정일탈(emotional deviance)이 높으면 높을수록 감정부조화가 높아지는 것으로 나타났다. 반면 자발적 행위(expression of naturally felt emotions)가 높으면 높을수록 감정부조화가 낮아지는 것으로 나타났다. 둘째, 감정부조화가 높으면 높을수록 소진(burnout)이 높아지는 것으로 나타났다. 셋째, 감정부조화가 높으면 높을수록 이직의도(turnover intention)가 높아지는 것으로 나타났다.

• 한국조리학회지
• /
• 제21권1호
• /
• pp.143-158
• /
• 2015

본 연구의 목적은 감성스타일의 부조화와 직무소진 및 감성지능을 분석하는 것이다. 이를 위하여 조절효과분석과 중심효과분석 그리고 요인분석을 실시하였다. 국내 호텔에서 근무하는 233명의 전방부서 종사원들을 대상으로 연구를 진행한 결과, 주요 결론은 다음과 같다. 첫째, 종사원들의 감정스타일이 발생하면 소비형태를 느끼게 되는데, 종사원들의 감성지능의 값이 증가하면 이러한 영향은 완화되는 조절효과가 나타났다. 둘째, 감정부조화는 직무소진을 경유하여 생활에 영향을 미치는 효과가 나타났다. 셋째, 감정 부조화가 직무소진을 거쳐 이직의도에 영향을 주는 소비효과가 모든 종사원들에게 동일하게 나타나는 것이 아니라, 감성지능의 값이 낮은 종사원들에게만 나타나고, 감성지능이 풍부한 종사원들에게는 나타나지 않는 조절된 감성효과로 확인되었다. 우수한 인적 자원이 이직하는 상황을 해결하기 위하여 호텔관리자들은 제도적인 장치를 마련하여야 할 것이다. 즉, 상담 등을 통하여 호텔종사원들의 감정부조화와 직무소진을 감소시키기 위한 노력을 해야 하며, 특히 종사원들의 감성지능을 향상시키기 위한 전략 수립이 절대적으로 필요할 것이다. 이는 채용 시에 감성지능이 높은 종사원들을 고용하는 전략뿐만 아니라, 종사원들의 감성지능을 증진시키기 위한 교육프로그램 등의 개발을 적극적으로 고려하여야 할 것이다.