• The Journal of the Korea Contents Association
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• v.15 no.6
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• pp.432-444
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• 2015

This study investigated the effects of job demand-resource variables that appear in a special organizational environment such as a hospital on job burnout and job engagement using the job demands-resources model of Schaufeli & Bakker(2004). And also the study investigated to verify discriminatory mediating roles of emotional labor strategies in the process. The main finding of this study was as follows: Job demands-resources showed a positive relationship in the job burnout and job engagement, and job demands induced surface acting and job resources induced deep acting. However, deep acting showed a positive relationship to job engagement, and surface acting showed a negative relationship with job burnout unlike in previous study results, which was not significant. The results of verifying the meditation model through Boostrap showed that since the two indirect effects were not significant, the meditating role of emotional labor strategies was not verified in the effects of job demand-resource levels on job attitudes, including job burn out and job engagement.

• The Journal of the Korea Contents Association
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• v.15 no.6
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• pp.487-498
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• 2015

The main purpose of this study was to examine the relationship among hoteliers' emotional labor like surface acting (SA) and deep acting (DA), job stress such as physical stress (PS) and mental stress (MS), and extra-role behavior (EB). Using data from 264 surveys collected from five-star hotels' employees, the author empirically tested the research model. Main results on applying structural equation analysis are as follows. (1) SA had positive impacts on both PS and JS while DA was negatively significant on only MS. (2) ER was influenced by DA while there was no significance on SA. (3) MS was negatively related to ER, and PS was also significantly effective; however, the estimate of PS indicated a positive correlation unlike theoretical prediction. In conclusion, a discussion about the interesting phenomenon was held based on self-rewarding acts.

• The Journal of the Korea Contents Association
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• v.9 no.9
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• pp.335-345
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• 2009

This paper is 1) to find out what make cause in the emotional labor and emotional dissonance on hotel employee, 2) to investigate relationship between burnout and turnover intention on the personal character, 3) finally to suggest strategical implications for hotel management decision-maker. The questionnaires are distributed 400 on hotel employees, then used for data analysis 351. The results are as followed. First, the higher surface acting, deep acting, and emotional deviance in the emotional labor, the higher emotional dissonance. But the higher expression of natural emotions, it was showed lowly in the emotional dissonance. Second, the higher emotional dissonance, it was revealed highly burnout and turnover intention.

• The Journal of the Convergence on Culture Technology
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• v.5 no.4
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• pp.99-104
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• 2019

The purpose of this study is to investigate the effect of emotional labor behavior of employee at geriatric long-term care(LTC) facilities on job burnout and service quality focusing on the emotional leadership of superior to improve the working environment of LTC employee and provide the high-quality service to seniors. First, it is appeared that between emotional labor behaviors deep acting has a negative effect on job burnout, in contrast surface acting has a positive effect on job burnout. and, emotional labor behavior has positive influence on service quality. Second, self efficacy has partial mediating effect of tangibility, reliability, assurance and empathy on service quality only for the deep acting between emotional labor behaviors. Third, between emotional labor behavior, emotional leadership has moderating effect on emotional depletion and deterioration of personal accomplishment. In contrast, moderating effect of emotional leadership is not appeared on surface acting and depersonalization. In conclusion, further study is required to improve service quality of elderly in LTC facility and working environment of LCT facility workforce.

• The Journal of the Korea Contents Association
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• v.16 no.10
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• pp.226-234
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• 2016

This study aimed to research the effects of emotional labor of contingent workers in foodservice industry on job burnout, job satisfaction and turnover intention, and to achieve the purpose that it was needed to analyze the factors of emotional labor to research the effect of emotional labor on job burnout, and to research the effect of job burnout on job satisfaction and turnover intention. Data were collected from foodservice restaurants located in southern Gyeonggi province by face-to-face interview. The questionnaire was distributed of the 300 copies and used 271 in the analysis. The results are as followed; First, the factors of emotional labor were surface acting and deep acting. Second, surface acting had positive significant influence on job burnout. Third, deep acting had negative significant influence on job burnout. Four, job burnout had negative significant influence on job satisfaction and job burnout had positive significant influence on turnover intention. This research requires many studies about deep acting of contingent workers in foodservice industry.

• Journal of Industrial Convergence
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• v.20 no.10
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• pp.169-176
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• 2022

The purpose of this study is to verify the effect of positive psychological capital of fitness center trainers on emotional labor and job ability. For this purpose, as a convenient sampling method, 265 questionnaires were conducted by directly visiting a fitness center in the metropolitan area, and item analysis, validity analysis, reliability analysis, correlation analysis, and multiple regression analysis were applied to the collected data. As a result of the analysis, the following conclusions were obtained. First, in the relationship between positive psychological capital and emotional labor, it exerted a meaningful influence on hope and optimism in deep acting and superficial acting. Next, in the relationship between positive psychological capital and job competency, leadership ability is self-efficacy, hope, management ability is optimism, hope, counseling ability is hope, optimism, self-efficacy, PR ability is self-efficacy, optimism, and program operation ability is optimism. exerted a significant influence on elasticity. In relation to emotional labor and job competency, counseling ability exerted a significant influence only in deep acting, and in leadership ability, management ability, PR ability, and program operation ability, deep acting and surface acting exercised a significant influence. In the future, it is necessary to study the characteristics and properties of trainers as emotional labor and follow-up studies on improvement measures.

• The Journal of the Convergence on Culture Technology
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• v.6 no.1
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• pp.91-98
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• 2020

The purpose of the study is to investigate the effects of kindergarten teachers' job stress and emotional labor on their job satisfaction. The subjects were 164 kindergarten teachers in the Metropolitan area in South Korea. We measured subjects' job stress, emotional labor, and job satisfaction using the self-reporting questionnaires. The collected data were analyzed with descriptive statistics, Pearson's correlation analyses, and analysis of multiple regression using SPSS 22.0. In the procedure of data analyses, while the total scores were used for job stress and job satisfaction, each score of sub-factors (natural acting, deep acting, and pretending acting) were used for emotional labor. Consequently, kindergarten teachers' job stress and pretending acting showed significantly negative correlations with job satisfaction, but natural acting had significantly positive correlation with it. In addition, kindergarten teachers' job stress and pretending acting had significantly negative effects on their job satisfaction, and natural acting had significantly positive effect on it.

• Journal of the Korean Society of Food Science and Nutrition
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• v.44 no.4
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• pp.610-618
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• 2015

The purpose of this study was to analyze differences in emotional labor strategies, burnout, and work engagement according to general characteristics of school foodservice employees as well as verify differential effects of two emotional labor strategies on burnout and work engagement. Our survey was administered to 400 school foodservice employees in Gyeongbuk from March 3 to April 25, 2014. A total of 358 completed questionnaires were returned, and 350 questionnaires were used for final analysis. For verification of mean differences, the mean scores for surface acting, deep acting, burnout, and work engagement were shown to be 2.38/5.00, 3.46, 2.67, and 3.41, respectively. The mean surface acting was significantly different according to cooking certification (P<0.001), turnover number (P<0.001), salary (P<0.001), and school level (P<0.01). The mean deep acting was significantly different according to educational background (P<0.001), cooking certification (P<0.001), employment status (P<0.001), salary (P<0.001), school level (P<0.01), and meal service time (P<0.05). The mean burnout was significantly different according to educational background (P<0.01), cooking certification (P<0.05), employment status (P<0.001), school level (P<0.001), and meal service time (P<0.001). The mean work engagement was significantly different according to cooking certification (P<0.001), employment satus (P<0.001), salary (P<0.001), school level (P<0.01), and meal service time (P<0.05). Verification of causal models found that surface acting and deep acting increased burnout and deep acting, respectively (research model). Additionally, surface acting did not influence work engagement, and deep acting did not influence burnout (alternative models). In other words, we identified that emotional labor strategies have differential influences on burnout and work engagement. Finally, implications and limitations of this study are discussed.

• Korean Journal of Occupational Health Nursing
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• v.27 no.1
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• pp.25-35
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• 2018

Purpose: The purpose of this study was to figure out emotional labor, healthy lifestyle, needs for health services of flight attendants and the relationships among needs for health services according to various characteristics of flight attendants. Methods: The participants of this study were 140 flight attendants who work on major and low cost airlines. Data were collected through a questionnaire from 2017 .Jan.~2017. Feb. Data were subsequently analyzed using the SPSS 21 Program. Results: The score of emotional labor was 3.76 surface acting was 3.75 and deep acting was 3.77. The average of healthy lifestyle was 2.41, and the highest was 3.13 of personal relationship and the lowest was 1.91 of eating habits. There is a positive correlation between emotional labor-deep acting and healthy lifestyle. Flight attendants demand health services for physical exercise, stress and emotional labor management, healthy eating habits, emergency treatment, prevention of fatigue, cancer screening, sexual harassment prevention, sex education and etc. Conclusion: These results show that flight attendants need to various interventions for improving healthy lifestyle and reducing emotional labor. It is necessary to develop customized health promotion program suited to their job and general characteristics.

• Stress
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• v.26 no.4
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• pp.340-349
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• 2018

Background: The purpose of this study was to examine the moderating effect of resilience and social support to analyze that call center consultants' emotional labor impacts on the burnout. Methods: A survey questionnaire was conducted to people who work at call center in Gwangju and Deagu. The data from 444 were analyzed. Results: The result from the hierarchical multiple regression is as follows. First, deep acting decreased burnout, but surface acting of emotional labor increased burnout. Also, frequency of emotion display, variety of emotion required to be expressed and attentiveness to required display rules increased burnout. Second, Resilience had moderating effect between deep acting and burnout. Third, the moderate effect of interaction of social support from leader with surface action was found at burnout. Also, moderating effect of social support from leader were shown in frequency of emotion display with burnout and attentiveness to required display rules with burnout. Fourth, social support from colleague did not have buffering effect on emotional labor and burnout. Conclusions: It is expected that the moderator variables identified in this study can be used for prevention and treatment of burnout caused by emotional labor.