• 한국산업정보학회논문지
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• 제20권4호
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• pp.89-102
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• 2015

본 연구는 중국 백화점 판매원들이 판매과정에서 경험하게 되는 감정노동이 감정소모를 매개로 직무성과와 이직의도에 미치는 영향을 분석하는데 목적이 있다. 이를 위해 일상적 감정노동의 강도가 높은 백화점 판매사원 225명을 대상으로 설문조사를 수행하여 자료를 수집하였고, 구조방정식모형을 활용하여 수집된 자료를 분석하였다. 연구결과, 첫째, 표면행위는 감정소모에 긍정적인 영향을 미치는 것으로 나타났지만, 내면행위는 유의한 영향을 미치지 않는 것으로 나타났다. 둘째, 감정소모는 직무만족에 부정적인 영향을 미치는 반면, 이직의도에는 긍정적인 영향을 미치는 것으로 나타났다. 셋째, 지각된 조직지원은 내면행위가 감정소모에 미치는 정의 관계를 조절하는 것으로 나타났다. 이러한 검증결과를 기반으로 본 연구가 제시하는 이론적 시사점과 실무적 시사점을 논의하였다.

• 대한간호학회지
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• 제49권3호
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• pp.286-297
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• 2019

Purpose: To investigate the effect of nurses' emotional labor on their turnover intention that was mediated by burnout and to examine the moderated mediation effect of authentic leadership. Methods: A total of 227 nurses working at two general hospitals in Seoul were recruited from March 21 to May 6 in 2016. Emotional labor including surface acting and deep acting; burnout factors such as emotional exhaustion and personal accomplishment; and turnover intention were assessed. The data were analyzed using SPSS 22.0 and SPSS PROCESS macro. Results: Surface acting significantly increased emotional exhaustion and reduced personal accomplishment. Deep acting significantly increased personal accomplishment. Emotional exhaustion significantly increased turnover intention. Conversely, personal accomplishment significantly reduced turnover intention. Surface acting had an indirect effect on turnover intention that was mediated by emotional exhaustion. Deep acting had an indirect effect on turnover intention that was mediated by personal accomplishment. Authentic leadership had a moderated mediation effect on the relationship between surface acting and turnover intention that was mediated by emotional exhaustion. Conclusion: The findings of this study indicate that the establishment of strong authentic leadership by head nurses would help nurses reduce their burnout and turnover intention. Conducting intervention studies would be also important to promote better work environments that would enable nurses to fortify the positive aspect of emotional labor and to reduce their burnout levels.

• 한국산학기술학회논문지
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• 제15권8호
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• pp.4930-4941
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• 2014

본 연구에서는 첫째, 서비스 업종에 종사하는 종업원들의 감정노동에 영향을 미치는 선행요인으로서 직무관련 정서상태의 효과를 검증하였으며, 둘째, 감정노동의 결과요인으로서 선행연구에서 주로 다루었던 부정적 직무태도 뿐만 아니라 긍정적 직무태도에 대한 감정노동의 효과를 고찰하였다. 마지막으로 종업원들이 과업환경에서 경험하는 직무관련 정서와 직무태도 간의 관계를 매개하는 감정노동의 효과를 검증하였다. 국내 15개 서비스 기업에 종사하는 150명의 종업원을 대상으로 실시한 설문분석 결과, 직무관련 긍정 정서상태는 종업원으로 하여금 내면행동을, 직무관련 부정 정서상태는 표면행동을 유발함이 검증되었다. 또한 내면행동은 긍정적인 직무태도인 직무헌신과 직무활력을 증진시켰으며, 표면행동은 냉소주의와 소진을 증가시켰다. 마지막으로 내면행동은 직무관련 긍정 정서상태와 긍정적인 직무태도(직무헌신, 직무활력) 간의 관계를, 표면행동은 직무관련 부정 정서상태와 부정적인 직무태도(냉소주의, 소진) 간의 관계를 각각 매개하였다. 본 연구는 종업원들의 감정노동전략이 인지적 혹은 반응적 메커니즘을 수반하여 직무관련 정서상태와 직무태도 간의 관계를 매개함을 검증하였다는 점에서 이론적 의의가 있다. 또한 실무적으로 본 연구 결과를 토대로 볼 때, 서비스 직무를 수행하는 종업원들의 서비스 질을 향상시키고 긍정적인 직무태도를 유도하기 위해서는 단순히 부정적 정서를 유발하지 않는 직무환경을 유지하는 수동적 관리보다도 긍정적 정서를 증진시킬 수 있는 과업환경을 조성하는 것이 중요함을 제안할 수 있다. 향후 연구에서는 종단적 데이터 측정이나 측정 소스의 다양화 등의 시도가 필요하다.

• 대한안전경영과학회지
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• 제17권4호
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• pp.67-75
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• 2015

This paper reviewed the relationship between emotional labor and service quality, and the moderating effect of superior and coworker support. Based on the responses from 520 hotel employees, the results of multiple regression analysis appeared as follow; 1) deep acting affected positively on all service quality factors(responsiveness, empathy, reliability). 2) surface acting didn't affect significantly on all service quality factors(responsiveness, empathy, reliability). 3) coworker support affected positively on the relationship between deep acting and responsiveness. 4) superior support affected positively on the relationship between deep acting and responsiveness, and on the relationship between surface acting and responsiveness.

• 대한조선학회논문집
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• 제46권6호
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• pp.688-698
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• 2009

In this paper, the steady lift force acting on a slender body moving beneath regular wave systems of arbitrary wavelengths and directions of propagation is considered. The momentum conservation theorem and the strip method are used to obtain the hydrodynamic forces acting on the body and affecting its motions on the assumption that the body is slender. In order to obtain the vertical steady force acting on it, or the free surface suction force, the second-order hydrodynamic forces caused by mutual interactions between the components of the first-order hydrodynamic forces are averaged over time. The validity of the method is tested by comparison of the calculated results with experimental data and found to be satisfactory. Through some parametric calculations performed for a typical model, some useful results are obtained as to the depth of submergence of the body, wavelengths, directions, etc.

• 대한지역사회영양학회지
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• 제16권5호
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• pp.592-601
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• 2011

The purpose of this study was to identify the effect of individual emotional characteristics (empathetic concern and emotional contagion) on emotional labor (frequency of emotional display, intensity and variety of emotional display, surface acting, and deep acting) of school dietitians. Data was collected through a questionnaire survey of 309 school dietitians and then analyzed statistically by SPSS 18.0 package program. The results of this study were as follows: empathetic concern (3.93) occurred more often than emotional contagion (3.22) in school dietitians. The older (p < 0.001) and more experienced (p < 0.01) they were, the higher empathetic concern they had. It showed that married dieticians (p < 0.001), nutrition teachers (p < 0.01), and dieticians who were working in elementary schools (p < 0.01) had a higher rate of empathetic concern than single dieticians, non-nutrition teachers, and dieticians who were working in middle and high schools, respectively. Their level of emotional labor was the highest in deep acting (3.32), followed by surface acting (3.28), frequency (3.12), intensity and variety (3.09). According to multiple regression analysis, emotional contagion proved to be strongly significant and positively related to frequency of emotional display (${\beta}=0.257$, p < 0.001). Both empathetic concern (${\beta}=0.117$, p < 0.05) and emotional contagion (${\beta}=0.162$, p < 0.01) were positively related to intensity and variety of emotional display, and empathetic concern (${\beta}=0.173$, p < 0.01) had also an effect on deep acting. These results suggested that the emotional labor of school dietitians should be managed on the organizational viewpoint, not a personal matter.

• 한국콘텐츠학회논문지
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• 제12권7호
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• pp.415-424
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• 2012

본 연구는 카지노기업 종사원의 감정노동이 소진 및 직무만족에 어떠한 영향을 미치는지 검증하고자 실시하였다. 분석 결과, 카지노기업 종사원의 감정노동 요인 중 심층행위는 정서적 탈진에 부(-)의 영향을 미치며, 표면적 행위는 정서적 탈진에 정(+)의 영향을 미치는 것으로 나타났다. 또한 심층행위와 감정제어는 개인적 성취감 결여에 부(-)의 영향을 미치며, 표면적 행위는 개인적 성취감 결여에 정(+)의 영향을 미치는 것으로 드러났다. 심층행위와 감정제어는 비인간화에 부(-)의 영향을 미치는 반면, 표면적 행위는 비인간화에 정(+)의 영향을 미치는 것으로 드러났다. 다음으로 카지노기업 종사원의 감정노동이 직무만족에 미치는 영향을 분석한 결과, 감정노동 요인 중 심층행위는 직업환경에 부(-)의 영향을 미치며, 표면적 행위는 직업환경에 정(+)의 영향을 미치는 것으로 나타났다. 또한 심층행위와 감정제어는 종사원의 보상 및 가치공유에 정(+)의 영향을 미치지만 표면적 행위는 보상 및 가치공유에 부(-)의 영향을 미치는 것으로 드러났다. 한편 카지노기업 종사원의 감정노동은 공정성에 유의한 영향을 미치지 않는 것으로 나타났으며, 감정노동 요인 중 감정제어만이 종사원의 근무환경에 정(+)의 영향을 미치는 것으로 나타났다.

• 한국컴퓨터정보학회논문지
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• 제26권3호
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• pp.147-154
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• 2021

본 연구는 판매서비스직 종사자를 대상으로 감정노동이 미치는 영향을 분석하고자 하였다. 수집한 자료는 PASW 18.0 통계 프로그램을 이용하여 신뢰도분석, 빈도분석, T-test, one-way ANOVA, 상관관계분석, 다중회귀분석을 실시하였다. 연구결과 첫째, 판매서비스직 종사자들은 감정노동의 표면행동보다 내면행동이 더 높은 것으로 나타났다. 둘째, 이타주의는 근무경력에 따라, 양심행동은 성별에 따라, 직장-가정 갈등은 연령, 결혼여부, 1일 평균 고객 응대시간에 따라 차이가 있는 것으로 나타났다. 셋째, 감정노동의 표면행동이 높을수록 이타주의는 증가하였으며, 내면행동이 높을수록 직무소진과 직장-가정 갈등은 감소하였고, 이타주의와 양심행동은 증가하였다. 넷째, 감정노동과 관련된 변수들의 상대적 영향력을 분석한 결과 가장 크게 영향을 미치는 변수는 감정노동의 내면행동이었다.

• 유통과학연구
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• 제14권2호
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• pp.73-82
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• 2016

Purpose - Counterproductive work behavior(CWB) was typically categorized according to the behavior whether it targets other people(i.e., interpersonal CWB: I-CWB). Employing organizations(i.e., organizational CWB: O-CWB) has emerged as major concerns among researchers, managers, and the general public. An abundance of researches has informed us about the understanding for the antecedents of CWB, whereas little is known about the antecedents of CWB directed distribution service in employee's emotional labor. Therefore, the purpose of this research is to propose a research model in which surface acting enhances emotional exhaustion as an emotional labor strategy, which eventually increases counterproductive work behavior(including I-CWM and O-CWB). Research design, data, and methodology - This empirical research data were gathered from the samples of full time frontline hotel employees(including front office, call center, food/beverage, concierge, and room service) in South Korea. Six hotels were selected ranged from four to five stars, including privately owned and joint-venture properties. A convenience sampling method was used to select hotels. Full time frontline hotel employees from the six hotels were surveyed using a self-administered instrument for data collection. With the strong support of hotel managers, a total of 300 questionnaires were distributed, and 252 responses were collected indicating a response rate of 84.0%. In the process of working with the 252 samples, structural equation modeling is employed to test research hypotheses(H1: The relationship between surface acting and Interpersonal counterproductive work behavior(I-CWB) is mediated by emotional exhaustion, H2: The relationship between surface acting and organizational counterproductive work behavior(O-CWB) is mediated by emotional exhaustion). SPSS 18.0 and M-Plus 7.31 software were used for the data analysis. Descriptive statistics were used to assess the distribution of the employee profiles and correlations between factors. M-Plus 7.31 software was used to test the model fit, validity, and reliability of the factors, significance of the relationship between factors, and the effects of factors in the model. Results - To test our mediation hypotheses, we used an analytical strategy suggested by Preacher & Hayes (2008) and Shrout & Bolger (2002). This mediation approach directly tests the indirect effect between the predictor and the criterion variables through the mediator via a bootstrapping procedure. Thus, it addresses some weaknesses associated with the Sobel test. We found that surface acting was positively related to emotional exhaustion. Furthermore, emotional exhaustion was a significant predictor from the two kinds of counterproductive work behavior. In addition, surface acting was not significantly associated with the two kinds of counterproductive work behavior. These results indicated that the surface acting by frontline hotel employees was associated with higher emotional exhaustion, which is related with higher interpersonal counterproductive work behavior(I-CWB) and organizational counterproductive work behavior(O-CWB). In sum, we confirmed that the positive relationship between surface acting and the two kinds of counterproductive work behavior was fully mediated by emotional exhaustion. Conclusions - The current research broadens the conceptual work and empirical studies in counterproductive work behavior literature by representing a fundamental mechanism that how surface acting affects counterproductive work behavior.

• 동력기계공학회지
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• 제21권2호
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• pp.57-63
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• 2017

The large-eddy simulation(LES) was carried out to evaluate the drag and static pressure acting on the blade surface of a small-size axial fan(SSAF) under the condition of unsteady-state, incompressible fluid and three-dimensional coordination. The axial component of drag coefficient increases with the increase of operating load, but the radial components have negligible sizes regardless of operating loads. Otherwise, the static pressures acting on the blade surfaces of SSAF show different distributions around the operating point of D equivalent to the stall. Also, with the increase of operating load, the static pressures acting on the pressure and suction surfaces of blade concentrate at the tips and leading-edges as a whole.