• Korean Journal of Occupational Health Nursing
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• v.20 no.2
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• pp.130-142
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• 2011

Purpose: The purpose of this study was to identify the relationships among emotional labor, empowerment, job burnout, and turnover intention. Methods: The design of this study was a cross-sectional descriptive study. The subjects of this study were 358 nurses working for over 6 months in Seoul and Gyeonggi-do. The data were collected from 4th to 30th of September, 2009 through one-to-one interviews. Survey data were analyzed using t-test, one-way ANOVA, Pearson's correlation coefficient, and hierarchical regression. Results: We find the positive correlation of turnover intention with emotional labor and with job burnout, but the negative correlation of empowerment with job burnout and with turnover intention. The nurses' turnover intention scores were relatively low with 1.30. Job burnout, shift work, and frequency of turnover were predictors of turnover intention. The most powerful predictor variable was job burnout (${\beta}$=.420, p<.001). We find that emotional labor and empowerment as determinants of turnover intention are not significant. Conclusion: These results suggest that manager should consider shift work of nurses and job burnout in order to manage nurse organization and resource effectively.

• Journal of Distribution Science
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• v.15 no.2
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• pp.111-120
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• 2017

Purpose - Service employees who work at airline check-in counters in airport are typically employed to undergo emotional labor. Emotional labor of airport service employees is an important managerial issue that must be solved. This study attempts to examine the underlying mechanism of emotional labor on turnover intention. It focuses on the consequences of emotional labor of service employees. The purpose of this study is to examine and empirically test how the two-types of emotional labor(deep-acting & surface-acting) of service employees differently affect the level of their job satisfaction and job stress. It also investigates the relationship between job satisfaction, job stress, and turnover intention. For this purpose, first, this study identified the structural relationship between emotional labor, job satisfaction, job stress, and turnover intention. Second, it investigated the mediating effects of job satisfaction between deep-acting and turnover intention. Research design, data, and methodology - To empirically test these structural relationships among research variables, data were collected by a interview from service manager of domestic airline companies and survey from 179 service employees who are working at single domestic airline check-in counters in airports in Korea using a self-rating questionnaire with total 19 items dealing with emotional labor, job satisfaction, job stress, and turnover intention. To test the research hypotheses, collected data were analyzed by confirmatory factor analysis (CFA) and structure equation model (SEM). Results - This study obtains meaningful research results. The results from this study are as follows. First, deep-acting has a positive effect on job satisfaction, whereas, deep-acting has a negative effect on job satisfaction. Second, surface-acting has a positive effect on job stress, whereas, the effects of surface-acting on job satisfaction did not show statistically significant result. Also, job satisfaction has partial mediating roles to the relationship between deep-acting and turnover intention. Conclusions - Based on the results of this empirical study, emotional labor of service employees is one of the key factors influencing their job satisfaction and job stress. In particular, deep-acting is the important factor in emotional labor to increase job satisfaction and reduce job stress. Finally, theoretical, managerial implications, and research limitations are mentioned in discussion parts.

• Journal of the Korea Society of Computer and Information
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• v.28 no.11
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• pp.181-190
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• 2023

In this paper is a descriptive survey research to compare correlations among the job stress, job satisfaction, emotional labor, and turnover intention of nurses between the comprehensive nursing care service and general wards. The subjects include total 185 nurses that consisted of 93 nurses at the comprehensive nursing care service ward and 92 at the General Ward. Results of this study are as follows; The study analyzed correlations among the job stress, job satisfaction, emotional labor, and turnover intention of nurses at the comprehensive nursing care service and general wards and found that both the groups showed significant positive correlations between job stress and emotional labor, between job stress and turnover intention, and between emotional labor and turnover intention, which indicates that higher job stress led to higher emotional labor and that higher job stress and emotional labor led to higher turnover intention. These findings raise a need to increase the manpower standard, offer proper rewards, and improve the work environment and treatment for nurses, who play the pivotal roles at the hospital organization, to solve their increased job stress and emotional labor issues and ultimately ensure the successful expansion of the comprehensive nursing care service system. There should be multifaceted efforts to reduce the turnover of skilled nurses that are capable of providing quality nursing service.

• Journal of Advanced Navigation Technology
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• v.15 no.2
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• pp.171-180
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• 2011

This study is to examine the relationship between emotional labor and turnover intension and moderating role of social support in airline call center tele-communicators who perform emotional labor using telephone without direct confronting with clients. This study empirically shows that emotional labor increases turnover intention and social support negatively moderate the relationship of emotional labor and turnover intension Social support is suggested to reduce the negative results of emotional labor causes. This study makes a contribution in providing the fact that emotional labor is an important managing factor in administration of call center tele-communicators.

• Journal of the Korea Society of Computer and Information
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• v.21 no.5
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• pp.111-117
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• 2016

The purpose of this study is to analyze the changes in turnover intention according to the level of Burn out and the mediating effect in fire officer. Higher levels of emotional labor and turnover intention resulted in higher levels of burn out(p<0.05). We used the logistic regression analysis to compare change of turnover intention according to the level of burn out. In logistic regression analysis, largest mediating factor were working days per week, the number of moving case per a day, physical condition, emotional labor and the odds(Likely to with high turnover intention) was down by 38.9% after adjustment for mediating factors. The results of this study indicate that emotional labor was negatively impact on burn out in fire officer. To reduce the burn out and the turnover intention, it is necessary to do more efforts to improve work environment (working days per week, the number of moving case per a day and emotional labor) and management personal factor(physical condition) for the fire office should be made to reduce such negative effects.

• Journal of the Korea Convergence Society
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• v.9 no.6
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• pp.251-259
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• 2018

The purpose of this study is to investigate the moderating effect of burnout on the relationship between emotional labor and turnover intention of nursery teachers. For this study, 296 teachers in nursery centers were surveyed. The data were analyzed by moderated regression analysis using SPSS V22.0 program using mean centering method. The results of the study are as follows. First, expressive emotional labor affects turnover intention and internal emotional labor did not affect turnover intention. Second, the factors that have the greatest influence on turnover intention were identified as burnout. Third, the interaction effect between burnout and deep emotional labor showed a similar moderation effect on turnover intention. Based on these results, the policy and practical measures to alleviate the burnout of the nursery teachers were suggested, and the ways of managing turnover intention by utilizing the interaction effect of the teacher burnout and deep emotional labor were suggested.

• Journal of Korean society of Dental Hygiene
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• v.19 no.5
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• pp.813-824
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• 2019

Objectives: The purpose of this study was to investigate the effects of emotional labor, organizational climate, and job involvement on turnover intention in Korean dental hygienists. Methods: A total of 806 dental hygienists were enrolled in this study. A self-administered questionnaire was used to evaluate the demographic and occupational characteristics, emotional labor, organizational climate, job involvement, and turnover intention of the subjects. A hierarchical multiple regression analysis was performed. All statistical analyses were performed using the Statistical Package for the Social Sciences for Windows (version 23.0) and p-values < 0.05 were considered significant. Results: Highly chronic exposure to emotional labor were more likely to increase the risk of turnover intention among dental hygienists, especially in the sub-scales of "over-load and conflict in customer service" (OR: 1.64; CI: 1.01-2.64), "organizational surveillance and monitoring" (OR: 1.76; 95% CI: 1.21-2.57), and "lack of a supportive and protective system in the organization" (OR: 1.76; 95% CI: 1.36-2.46). Job involvement (OR: 0.91; 95% CI: 0.86-0.96) and organizational climate (OR: 0.82; 95% CI: 0.75-0.90) were negatively associated with turnover intention among dental hygienists. Conclusions: Exposure to chronic and excessive emotional labor might be a contributing factor for turnover intention, and job involvement and a positive organizational climate contribute to protecting the negative impacts of emotional labor on turnover intention in dental hygienists.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.15 no.6
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• pp.3741-3750
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• 2014

This study investigated the emotional labor factors influencing job involvement, job satisfaction and turnover intention of clinical nurses. Study subjects were 258 nurses at a hospital in B city. The data was collected from October 11, to November 30, 2013. The data was analyzed using the SPSS win 21.0 program. The mean scores were 3.47 for emotional labor, 2.94 for job involvement, 2.88 for job satisfaction, and 3.49 for turnover intention. Emotional labor was negatively correlated with job involvement and job satisfaction, but positively correlated with the turnover intention. Multiple regression analysis showed that the participant characteristics after controlling for emotional labor had 33.9% of the explanatory power on job involvement 16% on job satisfaction, and 19.8% on the turnover intention. The results indicate that the emotional labor of nurses influences their job involvement, job satisfaction and turnover intention Therefore, it is necessary to concentrate on improving the emotional labor of nurses to increase their job involvement and job satisfaction.

• Journal of Distribution Science
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• v.12 no.10
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• pp.109-121
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• 2014

Purpose - Most studies related to emotional labor have been conducted in the low-contact service industry rather than the high-contact service industry. Since the subjects of this study were golf service assistants, working in an industry in which the interaction and contact between customers and employees are considerable and the degree of customization is high, this study is significant. Thus, we would like to focus on the relationship between the humor style of golf service assistants and emotional labor. Humor style was divided into two styles-adaptive humor and maladaptive humor. Emotional labor was divided into two dimensions-surface acting and deep acting. In addition, we identify the relationship between emotional labor, job satisfaction, and turnover intention. Research design, data, & methodology - This study focuses on the humor styles in the golf service industry, among golf service assistants, on their emotion labor, and verifies the relationship between emotion labor and work satisfaction or job turnover intention. Based on the outcome, a total of four hypotheses were set up. To verify the hypotheses, surveys were conducted on the golf service assistants working in two golf fields in the region of Busan as well as its neighboring area. A total of 250 copies of the questionnaire were distributed. Subsequently, a total of 227 valid questionnaire copies, after excluding improper responses, were used in the analysis. After verifying the reliability and feasibility of variances, Amos 18.0 was used to implement the structure method so as to verify the study hypotheses. As a result of this analysis, the suitability of the entire model was considerably appropriate to the standard value, and the level is adequate to accommodate the study model completely. Results - First, it was found that the adaptive humor of golf service assistants had a positive effect on deep acting and maladaptive humor had a positive effect on surface acting. Second, It was found that employees' satisfaction with their job was reduced through surface acting, and those employees who experienced positive emotional labor in the form of deep acting were more satisfied with their job. Third, surface acting among employees increased turnover intention, but deep acting reduced it. Finally, the relationship between job satisfaction and the turnover intention of golf service assistants in the golf service industry was examined. Conclusions - First, the adaptive humor of the golf assistants in the golf service industry had a positive effect on their expression behavior. Second, deep acting increased their job satisfaction while their surface acting had a noticeably negative effect on their job satisfaction. Third, the surface acting of the emotion labor dimensions that the golf service assistants experience increases their turnover intention while their deep acting decreases their turnover intention. Finally, when analyzing the relationship between job satisfaction and turnover intention of the golf service assistants, it was found that the turnover intention decreased when their job satisfaction is increased.

• Journal of Digital Convergence
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• v.13 no.7
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• pp.69-78
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• 2015

Labor and management relation rises as a key task to solve in order to ensure corporate's sustainable competitiveness in a convergence global environment. The aim of this study is to examine the mediation effect of labor union participation behavior in the effect of convergence-type labor-management conflict on the turnover intention. Data was collected from 491 employees who were employed in medium and small enterprises in Daejeon, Chungcheongnam-do and Chungcheongbuk-do. The results are as follows. Firstly, labor-management conflict had positive (+) effect on labor union participation behavior. Secondly, labor union participation behavior had negative (-) effect on turnover intention. Thirdly, labor union participation behavior had mediating role in the relation between labor-management conflict and turnover intention. Therefore, it is necessary to respond profit and desire of the labor union members by union leaders and to enhance necessity and value of the labor union continually.