• Management & Information Systems Review
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• v.34 no.1
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• pp.121-142
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• 2015

This study focused on finding how to raise the positive effect of a service employee on the organization by strengthening his sympathetic feeling at the position of business, not the position of customer and how to reduce the negative effect. The specific objectives of the study are: First, the effect factors of the empathy abilities (cognitive empathy, emotional empathy) of a service employee are largely classified as the social support (supervisor support, co-worker support) to the service employee and the self-soothing ability. Therefore, this study tries to verify the relationship between the self-soothing ability, and social support and empathy which are preceding factors of the empathy of a service employee. Second, it also tries to verify the relationship between job stress and empathy ability(cognitive empathy, emotional empathy) of a service employee. As a result of the verification of the study hypothesis, first, the social support was distinguished as supervisor support and co-worker support, and the empathy ability was distinguished as cognitive empathy and emotional empathy. As a result of verifying the relationship between social support and empathy ability, the supervisor support did not have a positive effect on cognitive empathy while the co-worker support did have a positive effect of cognitive empathy. The supervisor support had a positive effect on emotional empathy and the co-worker support had a positive effect on emotional empathy. Second, the self-soothing ability of a service employee had a positive effect on empathy ability and a positive effect on both cognitive empathy and emotional empathy. Finally, the empathy ability(cognitive empathy, emotional empathy) of a service employee was shown to have a negative effect on the job stress of a service employee.

• The Journal of the Korea Contents Association
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• v.15 no.11
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• pp.238-249
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• 2015

This study was carried out to analyze the mediating effect of self-soothing ability in the relationship of job environment stress and psychological burnout of youth counselors. To achieve the study purpose, a survey was executed on 150 counselors who gathered for a academic meeting held at Korea National University of Education with the theme of youth counseling on May 5, 2015. The participants included nation-wide counselors working at public agencies, schools, university and colleges, and private counseling offices. Analysis was executed for 113 questionnaires found valid with SPSS v.20, and study findings are as follows: first, career and working conditions youth counselors showed no difference in job environment stress between groups; second, 'lack of challenge' and 'role ambiguity' were found to affect psychological burnout; third, 'resilience' and 'self-disclosure' were found to affect psychological burnout; fourth, self-soothing ability was shown to have a mediating effect in the relationship between job environment stress and psychological burnout of youth counselors. This result will contribute to helping develop programs to cope with stress faced by both experienced youth counselors and counselors in general.