• Korean Journal of Occupational Health Nursing
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• v.27 no.3
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• pp.152-159
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• 2018

Purpose: This study identified the influence of hotel workers' emotional labor and social support on their intentions to change jobs. Methods: Study participants were 437 workers from seven hotels in Korea who consented to the survey. Among them, insufficient responses from 21 participants were excluded, as well as 107 responses from workers with workloads of under one hour of face to face work. Thus, 309 hotel workers were included in the final analysis. A multivariate regression analysis was used to identify factors influencing the hotel workers' intention to change jobs. Results: The intention to change jobs was high when external behavior was shown, and workers who received social support from a superior exhibited low intention of changing jobs. Conclusion: The study results show that the most influential variables of turnover intention are external behavior and the support of a superior. It is therefore important to educate managers on personnel management methods for reducing external behaviors so that the rate of job changes by hotel workers can be reduced. It is also necessary to prepare and manage measures for strengthening the support system by workplace superiors.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.10 no.1
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• pp.153-165
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• 2015

The purpose of this research is to verify that how Emotional Labor of surface acting and deep acting influences on work engagement and job burnout, effect on turnover intention, and customer orientation. It studies the effect of reward on manager at support centers for startup. The results of the study are that the surface acting do not influence on work engagement and job burnout and the deep acting has positive influence on work engagement and negative influence on job burnout. The work engagement has negative effect on turnover intention and affirmative effect on customer orientation. The reward can control work engagement and customer orientation of practicians at support centers for startup. This study decribes academic and practical meanings based on these results.

• The Journal of the Korea Contents Association
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• v.15 no.6
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• pp.487-498
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• 2015

The main purpose of this study was to examine the relationship among hoteliers' emotional labor like surface acting (SA) and deep acting (DA), job stress such as physical stress (PS) and mental stress (MS), and extra-role behavior (EB). Using data from 264 surveys collected from five-star hotels' employees, the author empirically tested the research model. Main results on applying structural equation analysis are as follows. (1) SA had positive impacts on both PS and JS while DA was negatively significant on only MS. (2) ER was influenced by DA while there was no significance on SA. (3) MS was negatively related to ER, and PS was also significantly effective; however, the estimate of PS indicated a positive correlation unlike theoretical prediction. In conclusion, a discussion about the interesting phenomenon was held based on self-rewarding acts.

• Korean Journal of Social Welfare
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• v.66 no.4
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• pp.157-179
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• 2014

This study introduces the mediating role of social worker's emotional labor in the relationship between person-social welfare value fit and job-related psychological attitudes. This study characterizes emotional labor as surface acting and deep acting, and job-related psychological attitudes as job satisfaction and organizational commitment. This study hypothesizes that the social worker's person-social welfare value fit raises job satisfaction and organizational commitment, that social worker's surface acting negatively mediates the relationship between social welfare value fit and psychological attitudes, and that deep acting positively mediates the relationship. The results from this study are as follows. Firstly, social worker's person-social welfare value fit raises job satisfaction and organizational commitment. Secondly, social worker's surface acting fully mediates the relationship between social welfare value fit and organizational commitment. Thirdly, deep acting fully mediates the relationship between social welfare value fit and job satisfaction, and social welfare value fit and organizational commitment. Based on these results, detailed practical and theoretical implications are discussed.

• Journal of Convergence for Information Technology
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• v.10 no.8
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• pp.250-258
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• 2020

This study analyzes service scape and esthetic labor, emotional reaction, coustomer behavior intention that impacts skincare coustomers' behaviors and extracts relationships of cause and effects. Using 280 surveys were conducted to estheic shop visitors in Ulsan and Geyongnam area in recent 3 months. Using 257 surveys out of the 280 surveys, the writer did actual proof analysis. The data sample is analyzed in multiple regression analysis using Statistical power analysis with 2.1 analysis. Then the statistical processing is done with SPSS 21.0 and AMOS 21.0. It is proven that customer satisfactions from that positive reactions also increase revisit intentions by creating positive ripple effects. Through discoveries of structural relationships of predisposing factors of satisfactions in esthetic and revisit intentions, this study extracts scholastic and operational implications to have positive impacts. Expanded analysis is required in further researches with consideration of various age group and regional targets.

• Journal of Industrial Convergence
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• v.17 no.1
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• pp.25-31
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• 2019

The frequent turnover of nurses is one of the great difficulties of the medical profession, the purpose of this study was to investigate the effects of social support, emotional labor and subjective health on resilience of turnover nurses. The subjects of this study were 70 turnover nurses and collected data from November 1-10, 2018. The collected data were analyzed using the IBM SPSS 25.0 program. The significance level was .05. The results of this study are as follows. 1) Resilience was significantly different according to job satisfaction and subjective health. 2) Resilience showed a significant correlation with social support and subjective health (p <.05). 3) Factors influencing recovery elasticity were job satisfaction and social support and the explanatory power was 44.1% (F = 9.93, p <.001). It is necessary to improve the resilience of nurses to reduce job turnover and increase the adaptability to the clinic. Therefore, it is necessary to reflect these influential factors in improving the resilience of transition nurses.

• The Journal of the Korea Contents Association
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• v.10 no.6
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• pp.386-403
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• 2010

This research studied the impact of the customer orientation and job satisfaction by lowering the desire of the kind for customers and the desire for fulfillment as a result of emotional exhaustion of the consultant who performs emotion labor at the call center. This research sets study model and hypothesis to verify that call center consultant's emotional exhaustion how to effect customer orientation and job satisfaction. We took questionnaires from 157 call center(financial institutes) consultant's in Seoul for the verification of the hypothesis. I show that the consultant's emotional exhaustion had negatively affected the customer orientation and job satisfaction. In this paper proposed the importance that the experience of the consultant's emotional exhaustion who is the main agent of the performance should be minimized by removing ad improving the factors to lower emotion exhaustion through lowering time pressure in the work performance reduce the consultant's emotional exhaustion, granting work autonomy and authority, and active support of relevant departments and the ongoing communication between the managers and consultant This study makes a significant meaning in that it proposed the consultant's emotional exhaustion was negative factor on the customer orientation and job satisfaction factor in operating call center worker.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.21 no.4
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• pp.400-409
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• 2020

This descriptive research study investigated the mediating effect of positive psychological capital (PPC) on the relationship between emotional labor (EL) and job satisfaction (JS) of clinical nurses. The data was collected from 274 nurses working for two hospitals in the D city, Korea, from 7 Sep. 2016 through 23 Sep. 2016. General characteristics, EL, JS, and PPC were surveyed using structured questionnaires. Statistical analysis was performed using descriptive statistics, ANOVA, and stepwise multiple regression analysis with SPSS/WIN 21.0. The mediating effect of PPC on the relationship between EL and JS was tested using Baron & Kenny's 3-step hierarchical regression analysis. There were negative correlations between EL and JS (r=-.36, p<.001) and EL and PPC (r=-.25, p<.001) and a positive correlation between JS and PPC (r=.47, p<.001). In addition, the PPC, had a partial mediating effect (z=-3.44, p=.001) on the relationship between EL and JS. It is proposed, based on the results, to develop an organized intervention program that enhances job satisfaction by reducing emotional labor and strengthening positive psychological capital in clinical nurses.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.21 no.4
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• pp.65-72
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• 2020

The purpose of this descriptive research study was to identify the effects on job satisfaction of nurses working at comprehensive nursing care service units. The study was conducted in five hospitals, two of 250 beds or more in three cities and three of 800 beds. The study subjects were nurses working at comprehensive nursing care service units. A structured questionnaire of 150 questions was distributed to them and 146 were collected. The data collection period was from August 1, 2019 to November 15, 2019. The collected data were analyzed using the SPSS 22.0 program, using x²-test, t-test, ANOVA, Pearson correlation, and multiple linear regression. Emotional labor and toughness were negatively correlated (r=-.20, p=.018), and emotional labor and job satisfaction were positively correlated (r=.25, p=.004). The predictive variables affecting the job satisfaction of the subjects were the aptitude of the ward service (β=-.35, p=<.001) and hardness(β=.21, p=.009). The explanation of job satisfaction in the variables was 18.2% (F=3.54, p=.009). The study results revealed that the predictive variables affecting job satisfaction were the hardiness and aptitude of the ward service. Therefore, in order to increase the job satisfaction of ward nurses, it is necessary to provide administrative support to control the hardiness of the nurse and to allocate manpower in consideration of the aptitude in the hospital personnel system.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.17 no.10
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• pp.236-244
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• 2016

The purpose of this study was to investigate the relationship amongst emotional labor, communication competence, resilience, and clinical nursing performance of university hospital nurses, and to identify the influencing factors on job performance of clinical nurses who work at two university hospitals. The data was collected using questionnaires from 216 nurses in February 2016. Data was analyzed using one-way ANOVA, Pearson correlation, and stepwise multiple regression using IBM SPSS 22. There were differences in communication competence (F=3.679, p=.003), resilience (F=7.909, p<.003), and nursing performance (F=2.331, p=.044) correlates with the frequency of leisure activity. The significant relationships were found among age (r=.242, p<.001), years of service (r=.278, p<.001), emotional labor (r=.211, p=.002), communication competence (r=.585, p<.001), and resilience (r=.431, p<.001) with nursing performance in university hospital nurses. The result of the stepwise multiple regression indicates that communication competence and years of service predict 40.9% (F=75.356, p<.001) in nursing performance of university hospital nurses. The most powerful predictor was communication competence (${\beta}=.581$, p<.001), followed by years of service (${\beta}=.268$, p<.001). In conclusion, to enhance nursing performance for university hospital nurses, it is necessary to develop and utilize educational programs that enhance the communication competence and to develop strategies to support leisure activities for university hospital nurses.