• Journal of Korea Society of Industrial Information Systems
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• v.22 no.5
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• pp.113-128
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• 2017

This Study Examined the Effects of Disgruntled Customers' Behaviors on the Emotional Dissonance of Service Workers, the Effects of Emotional Dissonance on Emotional Exhaustion, and the Effects of Emotional Dissonance on Turnover Intention and Customer Orientation. In Addition, this Study Examined the Moderating Effects of Emotional Labor Strategies(both surface acting and deep acting), in the Relationship Between Customers' Disgruntled Behaviors and Emotional Dissonance. A Survey was Conducted on Hospital Workers and Drew the Following Results. First, Disgruntled Behavior had a Positively Significant Effect on Emotional Dissonance. Second, Emotional Dissonance had a Positively Significant Effect on Emotional Exhaustion. Third, Emotional Exhaustion had a Positively Significant Effect on Turnover Intention but Negatively Significant Effect on Customer Orientation. Finally, According to a Hierarchical Regression Analysis, Disgruntled Behavior and a Moderating Variable, Surface Acting had a Significant Interaction Effect on Dependent Variable, Emotional Dissonance, but Disgruntled Behavior and a Moderating Variable, Deep Acting did not.

• 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.

• International Journal of Computer Science & Network Security
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• v.21 no.8
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• pp.43-50
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• 2021

For the implementation of innovative products or services companies use different innovation strategies, in particular, outsourcing is quite widespread, given the high level of specialization and professionalism of companies that provide such services. The aim of this article was to evaluate the link between outsourcing of innovative activities and indicators of companies' efficiency. The methodology of the research includes the methods of correlation analysis and regression analysis to reveal the correlation between the use of outsourcing of innovative products and services and the turnover of the EU enterprises. The results show a high level of innovative activity of EU enterprises (50.3% innovatively active). Innovative business processes are the most widespread form of innovation activity (41% of enterprises implement business processes, and the indicator is higher than 41% in the most developed EU countries). The turnover of enterprises with new or substantially improved products was found to grow by 10.92% for the period 2016-2018. The correlation analysis shows weak direct links between the indicator of turnover growth and the number of enterprises that have independently implemented innovations, or have implemented innovations jointly with third-party companies, or using outsourcing services. The highest level of direct connection was found between the growth of turnover of enterprises that launched a new product for the market and the growth of the number of enterprises that implemented innovations with the involvement of organizations (correlation 0.273). Based on the regression analysis it was found that with a 1% change in the growth rate of the number of innovation-active enterprises, the growth rate of turnover from new or improved products increased by 5.67%. At the same time, with a 1% change in the growth rate of the number of enterprises that implement innovation through outsourcing, the growth rate of turnover from new or improved products will increase by 7.15%.

• Culinary science and hospitality research
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• v.22 no.7
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• pp.158-172
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• 2016

This study engaged food-service industry workers in Busan (casual dining restaurants and buffets) to investigate the moderating effect of job satisfaction on the influence of emotional labor on turnover intention and job burnout. To accomplish the goal of this study, the statistical programs SPSS 21.0 and AMOS 21.0 were employed for frequency analysis, factor analysis, reliability, and confirmatory factor analysis of responses from f 278 respondents. An examination was conducted to prove the hypothesis based on a structural equation model. There are two sub factors of emotional labor, surface acting and deep acting. According to the result of this study, surface acting has a positive influence (+) on job burnout (exhaustion) while deep acting has a negative influence(-). In addition, job burnout showed a positive influence (+) on turnover intention. It has been revealed that job satisfaction has a moderating effect on the path from deep acting to job burnout. Having considered that job burnout of food-service workers in Busan was related to deep acting, one of sub factors of emotional labors, promoting deep acting appears to be the way of reducing both job burnout and the number of people with turnover intention. Therefore, it is necessary for restaurant owners and CEOs to implement employee training and improve employee benefits in order to promote the deep acting of their employees.

• KDI Journal of Economic Policy
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• v.34 no.3
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• pp.133-186
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• 2012

This paper analyzes the effectiveness of social networks in finding jobs and estimates the value of job search network using the Korean Laber and Income Panel Study (KLIPS) dataset and utilizing the Difference-in-Difference Propensity Score Matching (PSM) methodology (Heckman et al., 1997). While the wide use of social networks in the Korean labor market is often perceived as 'nepotism,' this study confirms that social networks, by serving as an effective information transmitter between job search and recruitment, make a significant contribution to improving the adequacy of job matching in the domestic labor market. In order to verify the effectiveness of using social networks for getting jobs, this study looks into the cases of labor turnover using social networks and also not using it. In the aspect of individual satisfaction improvement relating to workplace and job duties, both cases of turnover turn out to experience an increased satisfaction by 2~3 points (on a 100-score scale). Meanwhile, as for the educational and technical adequacy improvement, no positive effects are found in the case of turnover without social networks, whereas the educational and technical adequacy improvement turns out to increase by 2.13 and 2.52 points, respectively, in the case of turnover using social networks. The effect of income increase through turnover using social networks registered 40,074 Korean won per month (as of 2010), which can be considered as the result from the improved educational and technical adequacy. Of all things being considered, the value of job search network per wage worker in the Korean society is estimated to be 18.72 million won in terms of life-cycle wage improvement, and 758.2 scores in terms of the improvement of working life satisfaction. Provided that the cash value of satisfaction score 1 is equivalent to 'n' times 10,000 won, the aggregate value of job search network is estimated to be 18.72+7.582n million won, which means the total amount of costs that a wage worker in the Korean society willingly pays to maintain and manage job networks for lifetime.

• KDI Journal of Economic Policy
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• v.24 no.1
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• pp.45-112
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• 2002

Enhancing labor market flexibility is currently posted as one of the major economic policy objectives in Korea. However, the labor market effects of specific policies to achieve it have not been sufficiently investigated. This paper takes up the issue of employment protection deregulation and surveys and empirically analyzes its policy effects. Academic researches generally confirm that deregulation tends to promote labor turnover and employment of the disadvantaged groups such as the youth and female by raising the overall efficiency of the economy, but its effects on unemployment is not clear. In the Korean labor market, both job creation and destruction, and labor mobility have increased after the economic crisis of 1998, but they can not be seen as deregulation effects as the changes are confined to the temporary and daily employment whose labor markets are least regulated whereas the regular employment market remains virtally unchanged. Such results suggest that labor market deregulation need to be pursued consistently as a policy goal since the labor demand condition shift and the need for expanding regular employment necessitates it, for which detailed policy agenda for removing market inefficiencies should be carefully arranged.

• The Journal of the Korea Contents Association
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• v.8 no.2
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• pp.213-221
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• 2008

In recent years, growth of the call center industry is leading lots of employment. But caller's frequent turnover deteriorates the labor productivity and increases the employment and training cost. The purpose of this study is to draw some factors by which turnover intention is influenced through literature review and identify a causality between the determinants and turnover intention. Call center callers were surveyed and the data were statistically analyzed. Empirical results indicate that job satisfaction and organizational commitment have negatively impacted on the turnover intention. Job characteristics have positively impacted on job satisfaction and organizational commitment but have not directly impacted on the turnover intention. Based upon the statistical results, some useful suggestions for call center managers are provided.

• Journal of Distribution Science
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• v.15 no.2
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• pp.101-109
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• 2017

Purpose - Previous studies related to emotional labor of salespeople have mainly focused on identifying the antecedents of emotional exhaustion and turnover intention and exploring the mitigating effects salespeople's motivation on emotional exhaustion and turnover intention. They also demonstrates that there are different roles for moderating in social support, which means mental/physical support related to the job in supervisors, colleagues and organizations. The purpose of this paper is to investigate how service employees' surface acting affect turnover intention through emotional exhaustion. Another important objective of this paper is to investigate whether perceived social support moderates 1) the relationship between surface acting and emotional exhaustion 2) the relationship between emotional exhaustion and turnover intention. Research design, data, and methodology - To test the hypotheses, we collected the data from Korean insurance company sales employees. A total of 235 responses were received, from which 220 usable responses were obtained after list-wise deletion. Working with a sample of 220 responses, structural equation modeling was employed to empirically test research hypotheses(

The relationship between surface acting and emotion exhaustion,

The relationship between emotion exhaustion and turnover intention,

The moderating effect of perceived social support(PSS) on the relationship between surface acting and emotion exhaustion, and

The moderating effect of perceived social support(PSS) on the relationship between emotion exhaustion and turnover intention. SPSS 22.0 and AMOS software were used in these data analysis. Results - The service employees' surface acting was positively related to the emotional exhaustion; in turn, the service employees' feelings on emotional exhaustion are positively related to turnover intention. In addition, Perceived Social Support significantly moderated the relationship between surface acting and emotional exhaustion. However, perceived social support has a non-significant moderating effect on the path from emotional exhaustion to turnover intention. On the basis of these results, the following conclusion can be drawn. First, distribution service companies will be needed the administrative efforts to offer counseling programs and space to provide their members with enough rest in experiencing psychological pain due to the salespeople's surface acting. Also, it is necessary for distribution service companies to identify and share the examples of successfully solving emotional exhaustion caused by salespeople's surface acting.

• Journal of Practical Engineering Education
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• v.15 no.1
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• pp.155-167
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• 2023

Turnover is an important topic in the labor market, and recently, while various generations work together, it is difficult to manage the organization due to friction between generations. The purpose of this study is to analyze the mediating role of workplace satisfaction in the relationship between personal-level variables (future prospects, life satisfaction) and job-level variables (major-job level, job satisfaction) by generation on intention to leave. To this end, the 22nd Korea Labor Panel Survey was used to select related variables, and the mediating effect was analyzed using SPSS. The main results are as follows. First, it was found that workplace satisfaction plays a complete mediating role in the relationship where individual-level variables affect turnover intention. Second, it was found that workplace satisfaction plays a partial mediating role in the relationship where job-level variables affect turnover intention. Third, in Generation Z, unlike other generations, only the variable of workplace satisfaction at the job level had a significant effect on intention to leave, and workplace satisfaction was found to play a partial mediating role.

• Korea Trade Review
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• v.42 no.5
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• pp.71-91
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• 2017

This purpose of this study is to examine how emotional intelligence has a moderating effect on the relationship between emotional labor and job burnout. To test the hypotheses, moderation analysis, mediation analysis and moderated mediation analysis were performed. Of the 1,500 self-report questionnaires distributed to franchise employees, 1,412 usable responses and utilized in the final analyses. The resoults show that emotional labor significantly affected job burnout, and job burnout completely mediated the effect of emotional labor on turnover intention. And emotional intelligence moderated the relationship between emotional labor and job burnout, suggesting that the emotional dissonance-job burnout relationship was stronger in the low emotional intelligence group than in the high emotional intelligence group. The results of this study provide some implications for Korean companies entering the Chinese franchise field. First, the mediating effects of "emotional labor → job burnout → turnover intention" and the effect of emotional labor on job burnout were mitigated by self-efficacy in Chinese franchise workers. And the self-efficacy of the employees was an important factor. The implication of this study is that self-efficacy, which is a controlling variable affecting emotional labor, job burnout, and turnover intention, is important, so Korean companies that enter the Chinese franchise employ employees with high self-efficacy and to develop and implement an employee education program that can enhance self-efficacy.