• 패션비즈니스
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• 제20권1호
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• pp.69-81
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• 2016

In this study investigated the effect of emotional labor, emotional exhaustion, and depression on the job-related attitudes. Sample subjects used in this study were salespeople of a fashion shop in Jeollabukdo and Jeollanamdo. Questionnaire data from 160 fashion shop salespeople were analyzed through a reliability analysis, factor analysis, and multiple regression analysis. The results of the study were as follows. First, emotional labor of salespeople was divided into 2 factors, surface acting and deep acting. Second, emotional labor had a significant influence on the emotional exhaustion and depression. Third, the surface acting of emotional labor had a positive influence on the emotional exhaustion and depression; whereas, the deep acting of emotional labor had a negative influence on the emotional exhaustion and depression. Fourth, the surface acting of emotional labor, emotional exhaustion, and depression had a negative influence on job involvement; in addition, the deep acting of emotional labor had a positive influence on job involvement. Fifth, the surface acting of emotional labor, emotional exhaustion, and depression had a positive influence on turnover intention; in addition, the deep acting of emotional labor had a negative influence on turnover intention.

• 웰빙융합연구
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• 제4권1호
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• pp.1-10
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• 2021

Purpose: The study sought to uncover the effect of emotional labour strategies (surface acting and deep acting) on job satisfaction and emotional exhaustion. The study also purposed to analyse the moderating effect of organisational support (supervisory support and co-worker support) and the role of gender on emotional labour connotations. Research design, data and methodology: A conceptual framework was developed using extant literature which led to the examination of deep acting and surface acting, which are the two main strategies of emotional labour. The outcome variables were emotional exhaustion and job satisfaction. Data was collected from front line employees of banks and was analysed using SEM-AMOS version 21. Results: It was revealed, in this study, that surface acting is inversely related to job satisfaction and positively related to emotional exhaustion, whereas deep acting was positively related to job satisfaction and inversely related to emotional exhaustion. The roles of gender and organisational support were also confirmed. Conclusions: The study therefore concluded that deep acting is the most ideal strategy of emotional labour as it leads to job satisfaction and reduced emotional exhaustion. Surface acting is a harmful emotional labour strategy.

• 디지털융복합연구
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• 제17권1호
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• pp.149-158
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• 2019

본 연구에서는 감정노동과 긍정탐구(AI)의 개념을 접목시켜서 병원의 조직문화 변화와 관련된 AI의 수용도가 간호사의 감정노동과 조직몰입, 직무만족에 어떤 영향을 미치는지 실증적으로 조사하였다. 이를 위해 국내 대형병원 간호사 156명으로부터 수집한 자료를 구조방정식모형으로 분석하였으며, 연구 결과는 다음과 같다. 첫째, 간호사의 AI 수용도는 심층연기에 유의한 정의 영향을 미쳤으나, 표면연기에는 유의한 영향을 미치지 않는 것으로 나타났다. 둘째, 간호사의 심층연기는 조직몰입에 유의한 정의 영향을 미쳤으나, 표면연기는 유의한 영향을 미치지 않는 것으로 나타났다. 셋째, 조직몰입은 직무만족에 유의한 정적인 영향을 미치는 것으로 나타났다. 넷째, 심층연기는 간호사의 AI 수용도와 조직몰입 간의 관계를 유의하게 매개하였으나, 표면연기는 유의하게 매개하지 않았다. 다섯째, 간호사의 심층연기와 조직몰입은 AI 수용도와 직무만족 간의 관계를 유의하게 매개했으나, 표면연기와 조직몰입은 유의하게 매개하지 않았다. 본 연구에서 발견된 변인 간의 관계가 가지는 이론적 실무적 함의를 제시하였다.

• 유통과학연구
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• 제15권2호
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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.

• 유통과학연구
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• 제15권2호
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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.

• 품질경영학회지
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• 제46권3호
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• pp.659-676
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• 2018

Purpose: Although emotional intelligence(EI) is seemingly related to the service-oriented citizenship behaviors(OCB) of contact employees who are directly interacting with customers, there are only a few studies examining the relationship between the two. This study attempts to provide empirical evidence for a link between EI and service-oriented OCB. In addition, when EI affects service-oriented OCB, this present study identifies which emotional labor strategy between surface acting and deep acting is to be chosen. Methods: The data of EI, service-oriented OCB, surface acting, and deep acting were collected from 142 sales employees who provided services in four large domestic department stores. Hierarchical regression analyses were performed to verify empirically the main effects between EI and service-oriented OCB and mediating effects of emotional labor strategy. Results: The results show that EI is significantly related to service-oriented OCB in the current sample. Results also indicate that the deep acting rather than surface acting reveals a mediating effect in the process of EI affecting service-oriented OCB. Conclusion: The results of this study shows that EI which has a conceptual basis for OCB, can be extended to service-oriented OCB, The results also contribute to expanding the understanding of the relationship between EI and service-oriented OCB by testing the effect of EI on service-oriented OCB through deep acting. Theoretical and practical implications are reviewed, and limitations of the study and suggestions for future research are addressed.

• 한국항공운항학회지
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• 제15권4호
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• pp.64-82
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• 2007

In this study, the work attitude of flight attendants who were performing emotional labor, had been explored. The organizational support system had been analysed to test its effect as a moderator on increasing positive job attitudes. It was found emotional labor had influence on work attitude of flight attendants. Emotional labor consisted in this study deep acting and surface acting. First, deep acting found positively related with job satisfaction and organizational commitment, negatively related with intention to leave. Second, surface acting negatively related with job satisfaction and positively related with intention to leave. This study put organizational support systems as moderator. First, Training has moderating effect on the relationship between deep acting. Organizational support has moderating effect on the relationship between deep acting, intention to leave. Counselling has moderating effect on the relationship between deep acting, job satisfaction. Peer support has same effect on the relationship between deep acting and intention to leave.

• 유통과학연구
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• 제12권10호
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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.

• 한국융합학회논문지
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• 제9권1호
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• pp.67-74
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• 2018

본 연구는 정보보안 종사자의 감정노동과 업무성과 간의 구조적 관계를 분석하는데 그 목적이 있다. 이를 위하여, 정보보안 종사자 176명을 대상으로 설문조사를 수행하여 구조방정식모형 (SEM)을 이용해 수집된 자료를 분석하였다. 연구결과를 살펴보면, 감정표현 규칙에서 빈도, 강도와 다양성은 심층행동에 긍정적인 영향을 가지고 있는 것으로 나타났다. 표면행동도 모두 긍정적인 영향을 미치는 것으로 나타났다. 또한 감정노동이 업무성과에 미치는 영향에 있어서 심층행동은 긍정적인 관계를, 표면행동도 유의적인 정적 관계를 갖는 것으로 나타났다. 이러한 연구결과는 보안 종사자의 감정적 측면이 업무성과에 미치는 영향력을 파악하는데 의미를 두고 있으며, 심층행동의 감정노동 역량 제고를 위한 훈련과 교육이 지속적으로 요구됨을 시사하고 있다.

• 한국프랜차이즈경영연구
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• 제6권2호
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• pp.51-66
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• 2015

As competition for better service between corporations is getting fierce, many efforts to improve service quality are being made endlessly. The quality of service is directly associated with customer satisfaction and the employee performance of emotional labor is a key factor to attain a high level of customer review and better corporation image. This study examines an influence of emotional labor on job stress and customer orientation in the context of a service franchise firm. The results are as follow. First, deep acting of emotional labor has a negative influence on job stress, and surface acting of emotional labor has a negative influence on customer orientation. Also, job stress has a negative influence on customer orientation. Second, deep acting of emotional labor does not have a positive influence on customer orientation. Third, surface acting of emotional labor does not have a positive influence on job stress. The findings of this study show that deep acting of service based on an employee emotion can produce the employee's better service attitude by decreasing employees' job stress, but standardized surface acting of service cannot. Therefore, franchisor needs to use employees' deep acting to improve the franchisee service quality.