• Journal of the Korean Data and Information Science Society
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• v.27 no.1
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• pp.143-154
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• 2016

This study was designed to construct and test structural equation modeling on nurses' emotional labor including antecedents and consequences based on the model of Morris and Feldman (1997). A total of 247 nurses working at secondary and tertiary hospitals in three provinces responded the questionnaires. Emotional labor was measured by frequency of emotional labor, attentiveness of required display rules and emotional dissonance. Routineness of job, job autotomy and organizational support were measured as antecedents; and emotional exhaustion, job satisfaction and organizational commitment were included as the consequences of nurses' emotional labor. Data were analyzed by SPSS 21.0 and AMOS 21.0. The model fitness indices for the hypothetical model showed NFI=.94, CFI=.97, and RMSEA=.07. Job autonomy and perceived organizational support had significant effects on emotional labor. The emotional labor influenced positively emotional exhaustion and negatively job satisfaction and organizational commitment. Nurses' emotional labor mediates between job characteristics and nurses' psychologic results indicating more autonomy and support can reduce nurses' emotional labor and then increase their satisfaction and organizational commitment, and decrease emotional exhaustion.

• Journal of Korean Academy of Nursing
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• v.49 no.3
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• pp.307-316
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• 2019

Purpose: This study was conducted to investigate the influence of emotional expressivity, emotional intelligence, affectivity, job autonomy, social support, and emotional labor on clinical nurses' individual well-being and to provide guidelines for interventions and strategies for its improvement. Methods: The sample consisted of 207 nurses recruited from a general hospital in Korea. The participants completed a structured self-report questionnaire comprising measures of emotional expressivity, emotional intelligence, positive affectivity, negative affectivity, job autonomy, supervisor support, coworker support, deep acting, surface acting, emotional exhaustion, and job satisfaction. Data were analyzed using SPSS statistics 22.0 and AMOS 22.0. Results: The final model was a good fit for the data based on the model fit indices. In the path analysis, surface acting, negative affectivity, supervisor support, and coworker support had statistically significant effects on emotional exhaustion, explaining 29.0% of the variance. Deep acting, emotional exhaustion, positive affectivity, and emotional intelligence had statistically significant effects on job satisfaction, explaining 43.0% of the variance. Conclusion: Effective strategies to improve clinical nurses' individual well-being should focus on surface acting, deep acting, affectivity, social support, and emotional intelligence. The results of this study can be utilized as base data to manage emotional labor and improve clinical nurses' individual well-being.

• The Journal of the Korea Contents Association
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• v.15 no.7
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• pp.544-554
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• 2015

This study is effect of Hotelier's job environment on emotional exhaustion, job satisfaction and turnover intention. For data analyses, a total of 250 questionnaire were distributed Among them, 202 survey data were used for analyses. This study obtained following results. First, it found that fee, colleagues and atmosphere had the negative effects on the emotional exhaustion. Second, promotion, fee, colleagues and atmosphere had the positive effects on the job satisfaction. Third, fee, colleagues and atmosphere had the negative effects on the turnover intention. Fourth, emotional exhaustion had the negative effects on the job satisfaction. Fifth, Hotelier's emotional exhaustion had the positive effects on the turnover intention. Finally, Hotelier's job satisfaction had the negative effects on the turnover intention.

• The Journal of Korean Association of Computer Education
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• v.15 no.3
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• pp.61-69
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• 2012

The purpose of the present study is to examine the prediction of academic self-efficacy, learning flow, academic stress, and emotional exhaustion on course satisfaction of cyber university students. The total of 536 students registered in a meditation course at W cyber university was participated in the web-based survey in the spring semester of 2011, and finally 331 students completed this survey. The hypothetical model proposed was composed of academic self-efficacy, learning flow, academic stress, emotional exhaustion as the predictor variables, and course satisfaction as the criterion variable. According to the results of this study through multiple regression analysis, academic self-efficacy, learning flow, academic stress, and emotional exhaustion significantly predicted on course satisfaction. Based on the results of this study, effective methods and strategies for constructing cyber educational environments that enable students to improve academic self-efficacy and learning flow as well as reducing academic stress and emotional exhaustion should be considered.

• Journal of Distribution Science
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• v.17 no.8
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• pp.107-118
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• 2019

Purpose - The present study examines the effect of service employees' experienced customer incivility through their emotional exhaustion. We identified service employees' emotion regulation ability as a boundary condition (i.e., moderating variable) that decreased the positive relationship between service employees' experienced customer incivility and their emotional exhaustion. Furthermore, we also investigated the negative relationship between service employees' experienced customer incivility and their service performance via emotional exhaustion. Research design, data, and methodology - Drawing on AET (affective event theory) and COR (conservation of resources) theory, we developed three research hypotheses (i.e., mediation, moderation, and moderated mediation). Online panel survey data from 552 frontline employees at several service organizations (e.g., department stores, retail stores, hotels, restaurants, airlines, banking, insurance company, and etc) in South Korea were examined. To assess two types of validity (i.e., convergent and discriminant validity) and reliability of measurement model, we employed the CFA (confirmatory factor analysis) using M-plus 8.2 software. Internal consistency also was tested by Cronbach' α. In addition, we employed the SPSS PROCESS MACRO 2.16, which was recommended by Hayes (2013, 2015), to estimate mediation, moderation, and moderated mediation effects. Results - As predicted, the negative relationship between service employees' experienced customer incivility and their service performance was mediated by emotional exhaustion. Furthermore, service employees' emotion regulation ability also played a significant moderating role of the relationship between service employees' experienced customer incivility and emotional exhaustion, such that this relationship was less pronounced when service employees had a high level of their emotion regulation ability than when thir emotion regulation ability was low. Service employees' emotion regulation ability further moderated this mediation effect of service employees' experienced customer incivility on service performance through emotional exhaustion. These findings have theoretical implications for employees' experienced customer incivility and emotion regulation ability research and provide managerial implications for practitioners. Conclusions - This study empirically elaborated the previous model of service employees' experienced customer incivility and personal resource (e.g., emotion regulation ability) literature by presenting the findings that service employees' experienced customer incivility influences their service performance via emotional exhaustion and that emotion regulation ability effectively reduces this negative effect.

• Science of Emotion and Sensibility
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• v.22 no.4
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• pp.45-56
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• 2019

The regulation of emotion is known to mediate the relationship between emotion-relevant differences in individuals and their life outcomes. This study attempted to include a situational factor in addition to the mediation model and investigated whether this conditional component changed the patterns of indirect effects. The researchers recruited 180 emotional laborers working in diverse domains and used a questionnaire to ascertain their negative affectivity, cognitive reappraisal, emotional exhaustion, and the intensity of negative comments they usually received from customers. The results of the conditional indirect effect analysis revealed the positive indirect influence of negative affectivity on emotional exhaustion through cognitive reappraisal when emotional labors receive highly negative comments from customers (high intensity of the situation). Similarly, negative indirect effects were found when emotional labors receive slightly negative comments from customers (low intensity of the situation). The outcomes of this study suggest that cognitive reappraisal can mediate to decrease emotional exhaustion in contexts that arouse more intensive negative emotions; it can also mediate to increase emotional exhaustion in contexts that arouse less intensive negative emotions. The implications of this study include the importance of integrating individual differences with situational factors. The study also provides information about the distinctiveness of groups of emotional laborers.

• Asia Marketing Journal
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• v.15 no.2
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• pp.49-73
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• 2013

In this study, the author develops and tests a model that incorporates the mediating effects of two frontline employee psychological variables (emotional exhaustion and intrinsic motivation) based on job demand and resource model. As a form of environmental resource, person-organization fit was proposed as a leading factor of frontline employee boundary spanning behavior through emotional exhaustion and intrinsic motivation. All measures were adapted from or developed based on prior research. Data for the study were collected from a cross-sectional sample of retail bank employees in South Korea. Questionnaires were distributed to 500 frontline employees across several banks. Of these, 322 usable questionnaires were returned. To analyze the data, a structural equation model procedure using LISREL 8.5 was employed. Results show that an employee's perceived fit with his/her organization enhances intrinsic motivation and reduces emotional exhaustion. These mechanisms, in turn, increase the employee's boundary spanning behavior. These results support the notion that person-organization fit should be one of the factors affecting motivation, affect and attachment, and extends such an understanding to a purely service-based environment among customer contact employees. Results also confirms that P-O fit can be viewed as environmental resources, and the JD-R model provides a theoretical base in further studying the antecedent role of P-O fit on frontline employees's boundary spanning behavior through intrinsic motivation and emotional exhaustion. These results suggest that organizations have to do their best to manage P-O fit, be it through employee screening or training and workshops to try and align organization and employee values and objectives. If managers of organizations are positively evaluated by the employees, it will be easier for them to, give things of value to employees, such as sense of direction, values, and recognition, and receive other things in return such as esteem and responsiveness. Consequently, organizational leaders are not only able to manage employee experiences, but also their fit with the organization. Even if a manager cannot control employee P-O fit, this research suggests, that a focus on reducing emotional exhaustion rather than increasing intrinsic motivation seems optimal. This research also supports the idea that motivation has a direct association with a frontline employee's boundary spanning behavior. Even in situations where emotional exhaustion cannot be reduced, organizations may still influence frontline behaviors through motivation.

• Korean journal of food and cookery science
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• v.31 no.3
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• pp.370-377
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• 2015

The purpose of this study was to obtain data to improve customer orientation by managing emotional labor in foodservice employees. This study investigated the correlation between emotional labor (surface acting, deep acting), job burnout (emotional exhaustion, cynicism), and job engagement (vigor, dedication, absorption) in high school foodservice employees, and how they affect customer orientation. Our survey was administered to 330 school foodservice employees in the Busan area from June 2 to June 27, 2015. A total of 321 questionnaires were used for final analysis. The mean values for deep acting (p<0.01), cynicism (p<0.01), and dedication (p<0.05) significantly according to the position of the emproyees. The mean customer orientation significantly according to employment status (p<0.01) and meal service time (p<0.01). There was positive correlation (p<0.01) between surface acting, and emotional exhaustion cynicism, but negative correlation (p<0.01) between surface acting and vigor, dedication, absorption, and customer orientation. Deep acting had negative correlation (p<0.01) with emotional exhaustion and cynicism, positive correlation (p<0.05) with vigor, dedication, absorption, and customer orientation. Surface acting had negative influences on emotional exhaustion and cynicism, cynicism had negative influences on vigor, dedication, absorption, and customer orientation. Deep acting had positive influences on absorption and customer orientation, absorption had positive influences on customer orientation. Thus, nutrition teacher(dietitian) should educate foodservice employees the positive effects of deep acting to change their surface acting to deep acting, while actively managing internal customers.

• Culinary science and hospitality research
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• v.18 no.1
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• pp.213-227
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• 2012

This study aims to discover an effect of conflicts between work-family family-work of hotel employees on their emotional exhaustion through an empirical analysis, and to propose relevant implications. Also, the study tried to identify which role a responsive strategy may play as a moderating variable from among such influential factors. In consideration of the sales and the number of rooms at hotels as of 2010, the study conducted survey research about seven hotels located in Seoul, and carried out research with 298 copies of effective samples. In order to confirm the effect of work-family family-work on emotional exhaustion, the study undertook a multiple regression analysis and performed a moderated regression analysis for confirming the moderation effect of a responsive strategy. As a result, only the conflicts between one's work and a family had a significant effect on emotional exhaustion, and a problem-oriented responsive strategy demonstrated a moderation effect of the conflicts between work-family family-work and emotional exhaustion. In this regard, hotels should be prepared with a system which enables hotel chefs to be more faithful to both their families and household affairs through the reasonable operation of workload or an instructive system at work, and it would be possible to deal with the symptom of emotional exhaustion by conflict management through a rational analysis of the cause of conflict, if any, as well as through an alternative to such a conflict.

• The Journal of the Korea Contents Association
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• v.19 no.7
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• pp.467-477
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• 2019

The purpose of this study was to investigate the relationship among job stress, nursing organizational culture, emotional exhaustion for the clinical nurses and the influencing factors on retention intention of nurses in a general hospital. This study used 209 questionnaires from nurses in B city to collect data from November 1, 2017 to December 15. Data were analyzed by SPSS 20.0 program using descriptive statistics, t-test, ANOVA, Scheffe's test, Pearson's correlation coefficient and Stepwise Multiple Regression. The results are as follows; The participants' job stress level was 3.48(${\pm}0.46$), nursing organizational culture level was 3.13(${\pm}0.31$), emotional exhaustion level was 3.95(${\pm}1.18$) and retention intention level was 4.54(${\pm}1.29$). Retention intention was a significant correlated between job stress(r=-21, p=.003), nursing organizational culture(r=.25, p<.001), emotional exhaustion(r=-40, p<.001). According to the result of multiple regression analysis, The significant factors influencing retention intention of clinical nurses were emotional exhaustion, nursing organizational culture, total career and age. it was explained by 23.7%. Based on these findings, in order to increase the level of retention intention, it is necessary to develop a variety of programs to reduce emotional exhaustion, as well as a plan to help them recognize a positive nursing organization culture, and to fine ways to manage long-term careers.