• Journal of Korean Academy of Nursing Administration
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• v.22 no.3
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• pp.260-269
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• 2016

Purpose: The present study was aimed to examine the degree of nurses' emotional labor and occupational stress and demonstrate the moderating and mediating effects of work-family conflict in the relationship among emotional labor, occupational stress, turnover intention of nurses. Methods: The participants for this study were 307 nurses currently working in two general hospitals in G city in Korea. Data were collected using structured questionnaires and analyzed for descriptive statistics, t-test, ANOVA, Mann-Whitney U Test, Kruskal Wallis Test, Pearson correlation coefficients and hierarchical multiple regression with SPSS/WIN 21.0 program. Results: It turned out that work-family conflict plays an important role in the relationship among emotional labor, occupational stress, turnover intention of nurses. Conclusion: Therefore, to reduce nurses' turnover intention, it is necessary to have an intervention focusing on work-family conflict. Also, it is necessary for both the government and hospitals to establish a supportive system and a program to relieve nurses from their work-family conflict.

• Journal of muscle and joint health
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• v.19 no.2
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• pp.142-151
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• 2012

Purpose: This study was to explore the relationships among emotional labor, social support, job satisfaction, organizational commitment, and turnover intention in healthcare providers. Methods: Participants were healthcare providers (54 male and 328 female) with a mean age of 30.28 years old. Data analysis were done with PASW 18.0 for descriptive statistics and AMOS 5.0 for path analysis. Results: The hypothetical path model showed a good fit to the empirical data (${\chi}^2$=4.178, df=2, p= .124, GFI= .997, NFI= .995, NNFI= .987, RMSEA= .053). Emotional labor, job satisfaction, and organizational commitment had significant direct effects on turnover intention. Social support had a significant direct effect on emotional labor, job satisfaction and organizational commitment, and indirect and total effect on turnover intention. Conclusion: These findings suggest that turnover prevention or education programs for healthcare providers should include maintaining good mood when interact with patients or visitors with various negative moods in healthcare setting. Further strategies may need to resolve emotional labor, enhance job satisfaction and organizational commitment, and provide social support.

• The Journal of the Korea Contents Association
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• v.8 no.4
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• pp.197-210
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• 2008

In this paper, I show the factors which have an effect on the emotional exhaustion and turnover intention in call center workers who perform emotional labor using telephone without direct confronting with clients. I empirically show that emotional exhaustion decreases job satisfaction and increases turnover intention. Therefore the emotional exhaustion is the important managing factor for efficient management of call center. To weaken emotional exhaustion, it is necessary to decrease time pressure in call center work. To weaken turnover intention, it is important to strengthen superior support. This study makes a contribution in providing the fact that emotional exhaustion is an important managing factor in administration of call center worker.

• Journal of the Korea Society of Computer and Information
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• v.13 no.5
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• pp.291-308
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• 2008

This study shows the factors which have an effect on the emotional exhaustion and turnover intention in call center tole-communicators who perform emotional labor using telephone without direct confronting with clients. This study empirically shows that emotional exhaustion decreases job satisfaction and increases turnover intention. Therefore the emotional exhaustion is the important managing factor for efficient management of call center. To weaken emotional exhaustion, it is necessary to decrease time pressure in call center work. To weaken turnover intention, it is important to strengthen superior support. This study makes a contribution in providing the fact that emotional exhaustion is an important managing factor in administration of call center tole-communicators.

• Korean journal of food and cookery science
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• v.33 no.1
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• pp.104-112
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• 2017

Purpose: This study aimed to analyze the contribution of emotional labor (surface acting, deep acting) and organizational commitment (affective commitment, continuance commitment) to turnover intention and customer orientation of school foodservice dietitian. Methods: Our survey was administered to 393 school foodservice dietitian in the Busan area on February 11, 2014. Results: For verification of mean differences, the mean scores for surface acting, deep acting, affective commitment, and continuance commitment were found to be 2.53/5.00, 3.71, 2.88, and 3.57, respectively. The mean surface acting score was significantly different according to age (p<0.001), total length of career as a dietitian (p<0.01), school type (p<0.001), and employment status (p<0.05). The mean deep acting and turnover intention scores were significantly different according to age (p<0.001), total length of career as a dietitian (p<0.001), school type (p<0.001), employment status (p<0.001), and no. of meals served (p<0.001). The mean customer orientation score was significantly different according to age (p<0.05), employment status (p<0.01), and number of work hour (p<0.05). There was a positive correlation (p<0.01) between turnover intention and surface acting and continuance commitment, but a negative correlation (p<0.01) with deep acting and affective commitment. Also, there was a positive correlation (p<0.01) between customer orientation and deep acting, affective commitment, but a negative correlation (p<0.01) with surface acting. Affective commitment had a negative influence on turnover intention (${\beta}=-0.444$, p<0.001), but surface acting had a positive influence on turnover intention (${\beta}=0.110$, p<0.05). Conclusion: These results suggest that management of affective commitment is essential for decreasing turnover intention. Therefore, emotional labor and organizational commitment of school foodservice dietitians should be managed from the school foodservice organizational viewpoint of The Ministry of Education.

• Journal of Digital Convergence
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• v.16 no.5
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• pp.317-327
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• 2018

The purpose of this study is to understand the mediating effect of nursing organization culture in the process of emotional labor of nurses to turnover intention. The subjects were 363 nurses working at general hospitals at G city and analyzed using SPSS 21.0 from October 17, 2017 to October 31, 2017. As a result of research, relationship-oriented culture and innovation-oriented culture partially mediated the relationship between emotional labor frequency and turnover intention in relation to emotional labor and turnover intention. The results of this study show that the importance of nursing organizational culture to improve the organization's smooth relationship and cohesion can be lowered by creating a positive correlation with desirable emotional expression. Therefore, it is necessary to develop an organizational culture by applying educational programs to reduce the turnover rate of new nurses and career programs for career nurses.

• Journal of Digital Convergence
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• v.14 no.8
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• pp.331-342
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• 2016

The great attention has been shown the importance of human resource management in medical institutions. At this point, studies have stressed employees' psychological factors for maximizing their job performance and minimizing their turnover intention and burnout. This study, therefore, empirically examines the mediating effect of social support on the relationship between emotional labor, burnout, and turnover intention of medical institutions, focusing on nurse practitioners to contribute to hospital management for developing valuable strategies in the human resource sector of medical employees. The empirical results demonstrate: 1) the relationship between emotional labor and burnout of nurse practitioners is mediated by social support; and 2) the relationship between emotional labor and turnover intention of them is mediated by social support. This research results show that more understanding of nurse practitioners' psychological factors in response to decrease their burnout and turnover intention for developing human resource management of nurse organizations. Furthermore, the study could suggest efficient management ways of hospital through interdisciplinary human resource management in terms of business administration and psychology.

• Journal of Environmental Health Sciences
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• v.44 no.6
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• pp.591-598
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• 2018

Objectives: Radiologists are the service worker with emotional labor who works within a relatively small space of the hospital, dealing with multiple patients. The purposes of this study were to search the turnover intention and job satisfaction through the work of emotional labor of radiologists. Methods: A questionnaire survey was conducted on 109 radiologists working at university hospitals, general hospitals, clinics and other facilities across the domestic. The regions were aggregated according to Quality Function Deployment (QFD) method, which was applied in proportion to the population distribution. A questionnaire was composed of 26 questions which were used in Korean Emotional Laboratory Scale (K-ELS). Results: The overall emotional labor score was $48.3{\pm}15.8$. The most pressing requirement of radiologists to improve emotional labor was the topic about the exchange of colleagues ($75.8{\pm}15.6$ score, ${\beta}=0.78$, p<0.001). Conclusions: In order to resolve the emotional labor of radiologists, it could be necessary to have a meeting through training and workshops where the exchange of colleagues can take place.

• Journal of Korean Academy of Nursing
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• v.47 no.6
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• pp.770-780
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• 2017

Purpose: This study was conducted to investigate the influence of emotional labor, emotional dissonance, and burnout on nurse's turnover intention and examine the effect of job satisfaction on the relationships among emotional labor, emotional dissonance, burnout, and turnover intention. Methods: The sample consisted of 350 nurses recruited from 6 general hospitals in 2 cities in Korea. A multiple-group analysis was utilized. Data were analyzed using SPSS statistics 23 and AMOS 20. Results: In the path analysis, turnover intention was directly related to burnout in clinical nurses who had a high job satisfaction (${\beta}=.24$, p=.003), while it was indirectly related to emotional dissonance (${\beta}=.13$, p=.002). In the multiple-group path analysis, turnover intention was directly related to emotional dissonance (${\beta}=.18$, p=.033) and burnout (${\beta}=.26$, p=.002) for nurses with low job satisfaction. Conclusion: These results indicate that manuals and guidelines to alleviate the negative effects of emotional labor, emotional dissonance, and burnout, and to increase job satisfaction are strongly required to reduce turnover intention in nurses at the organizational level as well as at the individual level.

• Safety and Health at Work
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• v.11 no.4
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• pp.479-484
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• 2020

Background: The purpose of this study is to examine the combined effects of organizational climate (OC) with emotional labor (EL) on turnover intention in Korean firefighters. Methods: The data were obtained from the study Firefighters Research: Enhancement of Safety and Health. A total of 4,860 firefighters whose main duty was providing "emergency medical aid" were included. To examine the effects of OC on the relationships between five subscales of EL and turnover intention, four groups were created using various combinations of OC ("good" vs. "bad") and EL ("normal" vs. "risk"): (1) "good" and "normal" (Group I), (2) "bad" and "normal" (Group II), (3) "good" and "risk" (Group III), and (4) "bad" and "risk" (Group IV). Multivariate logistic regression analyses were performed to estimate the risk of turnover intention for the combinations of OC and EL. Results: The results showed turnover intention was significantly higher in the group with "bad" OC (17.7%) than in that with "good" OC (7.6%). Combined effects of OC and EL on turnover intention were found in all five subscales with the exception of Group I for emotional demands and regulation. Groups II, III, and IV were more likely to experience risks of turnover intention than Group I (p for trend <0.001). Conclusions: A positive and cooperative OC plays a role in decreasing the risk of turnover intention and in attenuating the negative effects of EL on turnover intention in firefighters.