• 한국응급구조학회지
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• 제26권1호
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• pp.101-118
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• 2022

Purpose: This is a descriptive research study that aims to identify factors affecting fatigue by examining the degree of emotional labor, job stress, and fatigue of 119 emergency medical technicians (119 EMTs). The correlation between emotional labor, job stress, and fatigue was also confirmed. Methods: A total of 139 EMTs working in the Daejeon area participated in this study. Data were collected from July 6-15, 2021. Results: When the number of dispatches was high and the job was dissatisfying, the degree of emotional labor was high. In addition, the shorter the work experience and the lower the job satisfaction are, the higher the job stress is. The degree of fatigue was significantly higher in female than male 119 EMTs, and when they had short work experience and were dissatisfied with their job, the degree of fatigue was higher. Moreover, there was a significant correlation between emotional labor, job stress, and fatigue of the 119 EMTs. Conclusion: To reduce emotional labor, job stress, and fatigue of 119 EMTs, appropriate interventions for each factor and institutional improvements are required.

• 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.

• 치위생과학회지
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• 제23권3호
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• pp.199-207
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• 2023

Background: This study investigated the effects of positive psychological capital on the relationship between emotional labor and job satisfaction among dental hygienists. Methods: Data were collected from 296 dental hygienists working at clinical sites in Korea between July 25 and August 15, 2022. Participants were surveyed using structured questionnaires. Statistical analysis was performed using an independent t-test, ANOVA, descriptive statistics, and stepwise multiple regression analysis using SPSS/WIN 21.0. The mediating effect of positive psychological capital on the relationship between emotional labor and job satisfaction was tested using Baron and Kenny's 3-step hierarchical regression analysis. Results: Emotional labor was negatively correlated with positive psychological capital (r=-0.148, p=0.011) and job satisfaction (r=-0.214, p<0.001). Positive psychological capital had a positive correlation with job satisfaction (r=0.441, p<0.001). In addition, the positive psychological capital, had a partial mediating effect (z=-2.472, p=0.013) on the relationship between emotional labor and job satisfaction. Conclusion: Attitudes that reduce emotional labor, which adversely affects job satisfaction, and bolster positive psychological capital are needed.

• 한국응급구조학회지
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• 제26권3호
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• pp.21-35
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• 2022

Purpose: The purpose of this study was to investigate the effects of firefighters' job stress and emotional labor on their turnover intention, and analyze the main factors impacting turnover intention in this context. Methods: Based on a descriptive survey study design, we administered a structured questionnaire among 231 firefighters at one fire station in G metropolitan city from November 13 to 27, 2020. Results: Regarding job stress, participants showed differences based on marital status (p<.05), health status (p<.001), total service period (p<.05), and assignment (p<.05). For emotional labor, a significantly higher rate was observed for female than male firefighters (p<.05), with differences also observed in age (p<.001), health status (p<.001), total service period (p<.05), rank (p<.001), and assignment (p<.05). Further, for turnover intention, significant differences were noted with respect to age (p<.001), education (p<.01), health status (p<.001), total service period (p<.01), work unit (p<.05), rank (p<.001), and assignment (p<.05). A significant correlation was found between job stress and emotional labor and turnover intention. Regarding the factors affecting turnover intention, significant differences were noted based on education, rank, job stress, and emotional labor; the explanatory power was 53.9% (F=13.806, p<.001). Conclusion: Tailored support programs must be developed to ease firefighters' job stress and reduce their emotional labor to facilitate effective manpower management and reduce firefighters' turnover intention.

• 한국치위생학회지
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• 제13권5호
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• pp.727-737
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• 2013

Objectives : This study aimed to investigate the levels of emotional labor and occupational stress and their relationships in dental counselors to improve psychological health related with dental counseling. Methods : The questionnaire survey was conducted to 167 dental counselors working at dental clinics in Busan and Gyeongsangnam-do from June to August, 2012. The study used emotional labor questionnaires and Korean Occupational Job Stress Scale (Basic Version, KOSS-43) as an assessment scale. All respondents were asked to complete a self-administered questionnaire. Data analysis was performed with descriptive analysis, t-test, ANOVA, and multiple regression analysis using SAS(ver 9.2). Results : The levels of occupational stress and emotional labor in dental counselors were $47.26{\pm}8.36$ and $3.45{\pm}0.47$. Three subscales of emotional labor as frequency of emotional expression, attention of emotional expression norms and disharmony of emotion were related with occupational stress in dental counselors. The level of job stress was increased by the lower level of emotional expression and increased by the higher levels of emotional expression and disharmony of emotion. Conclusions : In addition to increasing the number of counselors, nurturing counseling workforce is essential to manage the job stress of dental counselors. Sufficient counseling with a patient in a comfortable counseling environment is important to reduce the job stress by emotional labor. Continuous service improvement through positive emotional service education is necessary to be implemented for counselors.

• 감성과학
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• 제25권4호
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• pp.63-76
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• 2022

Emotional labor, characterized by a dysfunctional type of emotional regulation called surface acting, has detrimental psychological consequences on employees, including depression and social anxiety. Because such disorders exhibit psychological characteristics manifested through brain activation, previous studies have succeeded in distinguishing individuals with depression and social anxiety from healthy controls using their functional connectivity characteristics. However, it has not been established whether the functional connectivity characteristics associated with emotional labor are distinguishable. Thus, we obtained resting-state fMRI data from participants in the emotion labor (EL) group and control (CTRL) group, and we subjected their whole-brain functional connectivity matrices to a linear support vector machine classifier. Our analysis revealed that the EL and CTRL groups could be successfully distinguished on the basis of individuals' connectivity patterns, and confidence in the classification was correlated with the scores on the depression and social anxiety scales. These results are expected to provide insight on the neurobiological characteristics of emotional labor and enable the sorting of employees undergoing adverse emotional labor utilizing neurobiological observations.

• 이베로아메리카
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• 제22권1호
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• pp.73-109
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• 2020

관광산업에서는 종사자들이 고객들과 직접 대면 접촉을 할 기회가 빈번하다는 점에서 감정노동과 관련된 문제가 발생할 가능성이 매우 높은 분야이다. 그렇지만 감정노동이 유사한 상황에서 항상 모두에게 동일한 형태로 인식되는 것은 아니다. 조사지에서 보는 것과 같이 감정노동은 개인의 특성과 사회문화적, 경제적 상황에 따라 다양하게 나타난다. 감정노동에 영향을 미치는 요소가 대단히 많고, 또 이런 요소들이 미치는 영향력의 수준은 시기와 장소에 따라 상이하게 표출될 수도 있다. 감정노동에 대한 생각이나 감정 노동으로 인한 스트레스 등 심리적, 정신적 고통은 여러 가지 요인에 의해 달라진다. 연령, 근무기간, 성별에 따라 감정노동에 대한 판단은 분명한 차이를 보인다. 특히 미국으로의 국제노동이주의 경험이나 향후에 국제노동 이주에 참여할 의사가 있는 사람들의 경우에는 감정노동을 심각한 문제로 인식하지 않거나 오히려 긍정적인 사회문화적 경험으로 받아들이는 경우가 많았다. 실제로 오아하카에 다양한 형태의 관광분야 종사자들이 존재하고, 이들이 겪는 경험은 개인과 경제적, 사회문화적 환경에 따라 매우 다르다. 오아하카의 관광 분야 종사자들의 감정노동도 여러 가지 조건에 따라 다양한 형태를 지니고 있다. 감정노동의 긍정적 혹은 부정적 인식과 결과는 개인과 작업조건의 상황에 따라 상이하게 표출된다. 즉 개인의 인성이나 경험, 사회문화적 특성, 작업장에서의 자율성 등 사회경제적 조건이 상당한 영향을 미친다. 결과적으로 개인에게 표현되고 이해되는 감정노동의 형태와 영향은 상당히 다양하고 상황에 따라 변화할 수도 있다. 이런 문제들을 고려하면 감정노동이 나타나는 방식은 경제적 요소 뿐 아니라 사회문화적 혹은 개인적 요소에 의해 상당한 영향을 받는다. 또 특정 업종이나 일의 성격에 따라 감정노동의 존재와 심각성을 주어진 것으로 간주하기보다, 개인에 따른 감정노동의 차이를 인지하고, 감정노동으로 인한 문제의 심각성을 경험하는 방식과 내용이 개인마다 상당히 다르다는 점도 함께 인식해야 한다. 이런 의미에서 감정노동의 역동성과 다양성, 다차원성을 분명하게 새로운 시각으로 파악할 필요가 있다.

• 한국융합학회논문지
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• 제9권5호
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• pp.53-60
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• 2018

본 연구의 목적은 치과위생사의 공감 능력, 감성 지능과 정서노동 간의 관계를 조사하는 것이다. 치과 병 의원에 근무하는 192명의 치과위생사를 대상으로 2017년 1월 동안 자체 개발 설문지에 의해 수집되었다. 수집된 자료는 SPSS/WIN 21.0 프로그램을 사용하여 기술통계, t-test, One-way ANOVA, Pearson's corelation 및 다중 회귀 분석을 사용하여 산출하였다. 정서노동의 평균 점수는 $3.61{\pm}0.24$, 공감 능력은 $3.01{\pm}0.28$, 감성 지능은 $3.47{\pm}0.24$였다. 다중 회귀 분석에서 정서 노동에 유의한 영향을 미치는 요인으로 공감 능력과 정서 지능이 확인되었고, 이에 대한 설명력은 26%였다(F=13.58, p<.001). 따라서 치과 의료기관은 치과위생사의 감정노동 수준을 감소시키기 위한 중재 프로그램을 개발하고 중재할 필요가 있다.

• 의료커뮤니케이션
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• 제13권2호
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• pp.167-174
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• 2018

Purpose: The purpose of this study was to investigate the relationship among emotional labor, Job Satisfaction, Turnover in clinical nurses. Methods: A convenience sample of 136 registered nurses was obtained from a university General hospital in a city. Data were collected by a self-administered questionnaire during December, 2017. Data were analyzed using descriptive statistics, t-test, one-way ANOVA, Pearson correlations and multiple regression with SPSS/WIN 21.0. Results: The mean score for emotional labor was $3.65{\pm}0.32$, Job Satisfaction was $2.96{\pm}0.31$, and Turnover was $3.49{\pm}0.74$. In multivariate analysis, factors related to Turnover were emotional labor of nurse, Job Satisfaction. The explained variane for Turnover was 44.2%(F=114.35, p<.001). Conclusion: The results of the study indicate that emotional labor, Job Satisfaction have an effect on turnover of Nurses. Findings from this study indicate the need to evaluate and improve the intervention program for nurses to decrease Turnover.

• 해양환경안전학회지
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• 제21권6호
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• pp.721-728
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• 2015

행정의 패러다임 변화로 경찰행정도 민간부분과 마찬가지로 고객중심 민원서비스제도의 개선을 위하여 노력하고 있으며 이로 인하여 서비스제공자인 경찰공무원도 부정적인 요소인 감정노동이 발생하고 있다. 이 연구는 해양경찰의 감정노동의 정도를 파악하고 감정노동이 직무소진에 어떠한 영향을 미치는가를 검증하고자 한다. 연구결과는 해양경찰공무원은 공공부분에 종사하는 다른 공무원과 동일하게 감정노동을 경험하고 있는 것으로 조사되었으며, 감정노동이 직무소진에 영향을 미치는 것으로 조사되었다. 즉 해양경찰공무원이 지각하는 감정적 부조화가 고갈에 정(+)의 영향을 미치며, 또한 감정적 부조화는 냉소에 정(+)의 영향을 미치고, 감정표현의 주의정도는 직업효능감 저하에 부(-)적 영향을 미치는 것으로 나타났다. 그러므로 감정노동이 방치된다면 소진에 영향을 미쳐 조직에 부정적인 영향으로 성과달성에 중대한 장애요인이 될 수 있으며, 또한 개인의 신체적, 정신적으로 심각한 문제를 야기할 수 있으므로 이를 예방하기 위한 정책의 시행이 필요하다.