• 경영과정보연구
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• 제33권5호
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• pp.261-283
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• 2014

본 연구의 목적은 비서가 지각하는 감정노동인 표면행위, 내면행위와 직무만족, 이직의도와의 관계를 파악하고 이들 관계에 회복탄력성이 미치는 조절효과를 밝혀보고자 한다. 이를 위해 비서직을 대상으로 설문조사를 실시하였으며, 실증분석결과는 다음과 같다. 첫째, 감정노동의 표면행위는 이직의도에 정적으로 유의한 영향을 주는 것으로 나타났다. 둘째, 감정노동의 내면행위는 이직의도에 부적으로 유의한 영향을 미치는 것으로 셋째. 감정노동의 표면행위는 직무만족에 부적으로 유의한 영향이 있는 것으로 나타났다. 넷째. 감정노동의 내면행위는 직무만족에 정적으로 유의한 영향이 있는 것으로 나타났다. 다섯째. 감정노동의 내면행위와 직무만족사이에 회복탄력성의 조절효과가 유의하게 나타났다. 본 연구의 실증분석결과를 통하여 비서직의 감정노동, 회복탄력성, 이직의도, 직무만족의 관계를 인식하고 회복탄력성을 높일 수 있는 실무적 시사점을 제시하였다는데 의미가 있다.

• 임상간호연구
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• 제23권3호
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• pp.341-349
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• 2017

Purpose: Focusing manner is very powerful mind-body self-help and self-awareness competence. So focusing manner may affect nurses' emotional labor and nursing performance, but few are known about it to date. The purpose of this study was to identify the degree of focusing manner, emotional labor, nursing performance of clinical nurses, and the factors that affect nursing performance. Methods: In order to collect data, structured questionnaires were administered to 212 nurses who worked at 2 university hospitals located in D city. Data were analyzed by t-test, ANOVA, correlation and multiple regression using SPSS/WIN 20.0. Results: Nursing performance had positive relationship with focusing manner (r=.45, p<.001), and negative relationship with emotional labor (r=-.25, p<.001). And the most prediction factor influencing nursing performance was focusing manner (${\beta}=.41$, p<.001) and the other factors were age (${\beta}=.30$, p=.002), and emotional labor (${\beta}=.14$, p=.012). The total variance was 37.1% by those predictors (F=25.87, p<.001). Conclusion: Based on the results of this study, it is necessary to develop and educational program on focusing manner-oriented psychotherapy in order to improve the nursing performance. Also, the management system for controlling emotional labor needs to be set up for nurses in clinical settings.

• 노동경제논집
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• 제26권1호
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• pp.53-73
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• 2003

본 연구는 노동부가 2000년에 실시한 노동위원회 조정서비스의 문제점 및 개선방향에 대한 설문조사 결과를 활용하여 분쟁조정의 성공을 좌우하는 요인이 무엇인지를 분석한다. 분석 결과를 보면 업종이 제조업이거나 노동조합이 민주노총에 소속되어 있는 경우 조정의 성공 가능성이 떨어지는 것으로 나타났다. 조정을 받았던 경험이 많은 사업체일수록 노사 당사자들의 자세가 조정 과정에서 합의에 우호적인 방향으로 바뀔 가능성은 낮고 조정안을 수락하지 않을 가능성은 높은 것으로 나타났다. 노사 당사자들이 조정위원이 공정하고 전문성을 갖추고 있다고 인식할수록 조정회의 시간이 길어질수록 조정이 성공할 가능성이 올라간다.

• 한국조리학회지
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• 제23권8호
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• pp.67-82
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• 2017

The recent increase in the percentage of services industries has dominated in the entire industry. Emotional feeling of service workers is consequently indispensable in service industries in order to facilitate the progression of the service delivery process. In most circumstances, the emotional labor of service in service industries has been increasingly recognized. Although many studies related to emotional labor have been conducted, a precedent study will be needed to find positive factors such as customer orientation and business performance of restaurant employees accompanying emotional labor. This study attempted to practical meaning to food service companies by inquiring into such as positive effects of employee's emotional labor on the customer orientation and business performance. For this purpose, this study established hypotheses and deduced results using literature research and empirical analyses, and found implications to the service companies. The results of this study showed that the higher the emotional labor of the restaurant employees gets, the lower customer-orientation becomes, and the higher the customer-orientation of restaurant employees gets, the higher the performance of the company becomes.

• 한국간호교육학회지
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• 제22권4호
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• pp.527-536
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• 2016

Purpose: This study was conducted to explore the factors affecting emotional labor, self-esteem and clinical practice satisfaction on professional identity in nursing students. Methods: A total of 262 nursing students participated in the study. Data were analyzed using SPSSWIN 18.0. Results: The mean scores for emotional labor, self-esteem, clinical practice satisfaction and professional identity were above-average. There were significant mean differences in professional identity according to ages, academic score, motivation for selecting nursing, satisfaction with college life and satisfaction with nursing majors. Professional identity correlated positively with self-esteem and clinical practice satisfaction, negatively with emotional labor. The significant predictors of professional identity included satisfaction with nursing majors, self-esteem, emotional labor and motivation for selecting nursing. The regression model explained 38.9% of professional identity. Conclusion: To enhance professional identity in nursing students, it is necessary to build effective strategic to focus on promoting their satisfaction with the nursing major, self-esteem and management of emotional labor.

• 한국조리학회지
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• 제14권2호
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• pp.73-85
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• 2008

This study is based on an empirical study on consequences of emotions and emotional labor in the food-service industry. It analyzed the effect of emotional labor on emotions of emotional laborers and the effect of emotional labor on communication skills. Data used for analysis were collected through the questionnaire surveyed on the various samples including employees of family restaurants, Korean restaurants, Chinese restaurants, Japanese restaurants, etc. The result of data analysis indicated that only the efforts for emotional expressions among the factors influenced affirmative emotion(P-value=0.042). It also showed that the factor of the efforts for emotional expressions by researchers had a positive effect on both language communication skills and non-language communication skills(P-value=0.000). This study was valuable in the aspect that emotions and communication skills were first selected as dependent variables of emotional labor and it verified causality between emotional labor and these variables. However, it also has some limitations that its sample size was small and it depended on convenience sampling.

• 의료커뮤니케이션
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• 제13권2호
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• pp.141-148
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• 2018

Background: The purpose of this study is to identify the degree of emotional labor, mental health care, care performance of certified caregivers for elder with dementia, and the factors that affect care performance. Methods: In order to collect data, structured questionnaire was used for 197 caregivers who worked at 3 dementia specialized facilities located in D city. Data were analyzed by t-test, ANOVA, correlation and multiple regression using SPSS/WIN 20.0. Results: Care performance had negative relationship with emotional labor(r=-.320, p<.000) and mental health(r=-.240, p<=001). Emotional labor had positive relationship with mental health(r=.208, p=.003) And the prediction factors influencing care performance were health status(${\beta}=.363$, p<.001), emotional labor(${\beta}=-.242$, p<.001), mental health(${\beta}=-.223$, p=.001). The total variance was 38.9% by predictors(F=25.978, p<.001). Conclusion: Based on the results of this study, in order to improve the care performance mental health program should be provided and good health management is needed to improve health status. And also it is necessary to develop and apply new strategies to reduce emotional labor of the dementia facility caregivers.

• 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.

• 품질경영학회지
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• 제36권4호
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• pp.47-55
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• 2008

This study describes the creation of a scale to measure standardization for service encounter process. Measuring standardization of service encounter process is devided into manual level and action level. We investigate the relative impact of process standardization about service quality, job satisfaction and labor productivity. Our findings indicate that action level of service encounter process standardization is more important than manual level, and its process standardization positively affects service quality, job satisfaction and labor productivity positively.

• 디지털산업정보학회논문지
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• 제6권4호
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• pp.199-216
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• 2010

The objectives of this study are to provide advices and methods for cultivating labor in the digital cultural contents industry in the Chung-Nam Province. For the purpose of this study, review of theoretical and practical literature, identifying the present status of affairs, and three times FGI and surveys were executed. The results of research show a lack of professional labor in the digital cultural contents industry; even so most of laborers want to get a job in or around the Seoul region. To activate digital cultural contents in the local area, a development model for the Chung-Nam digital cultural contents industry was introduced and four strategies were also suggested. The nurture of a professional skilled labor force through a strategically designed joint relationship between university and companies in the digital cultural contents industry was found to be quite necessary. In this way, the need for specialized training and education in the university classroom can be supported.