• The Korean Journal of Health Service Management
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• v.11 no.1
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• pp.67-78
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• 2017

Objectives : This study investigated the fatigue, emotional labor and job embeddedness factors influencing the turnover intention of clinical nurses. Methods : A survey was conducted with 479 hospital nurses. Data were analyzed using descriptive statistics, t-tests, ANOVA, Pearson correlation coefficients. and multiple regression with SPSS/WIN 23.0. Results : The mean scores fatigue, emotional labor, job embeddedness. and turnover intention were $3.06{\pm}0.71$, $3.43{\pm}0.60$, $2.94{\pm}0.47$, and $3.39{\pm}0.62$, respectively. Turnover intention was positively correlated with fatigue and emotional labor, but negatively correlated with job embeddedness. Multiple regression analysis showed that the factors affecting turnover intention were job embeddedness, emotional labor, gender, and with studying. Conclusions : The results indicate that emotional labor and job embeddedness are very important factors affecting nurses turnover intention. Therefore nurse managers should decrease nurses emotional labor and maximize their job embeddedness by developing various emotional sensitivity and support programs.

• Journal of Korean Academy of Nursing Administration
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• v.21 no.1
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• pp.77-87
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• 2015

Purpose: This study was done to: (a) identify levels of emotional labor that nursing students perceived when caring for patients in the hospital during their nursing practicum, (b) examine the impact of emotional labor on burnout, and (c) identify the possible moderating effect of emotional intelligence on the relationship between emotional labor and burnout for nursing students. Methods: A descriptive study was conducted with a sample of 171 students enrolled in a 4-year undergraduate nursing program in one university located in Korea, and had a practicum experience at least one semester before the study began. Data were collected with self-report questionnaire, and analyzed with SPSS 21.0 program, using hierarchical multiple regression. Results: Mean score for emotional labor was 3.17 with a range of 1 to 5. For nursing students, emotional labor significantly affected burnout in the nursing practicum (F=15.763, p<.001), and explained 30.1% of the variance in burnout. The degree of emotional intelligence acted as a moderator on the relationship between emotional labor and burnout at significant level (F=15.345, p<.001). Conclusion: This research shows that nurse managers as well as nurse educators need to pay attention to nursing students' emotional labor during nursing practicum in the care units of hospitals.

• Safety and Health at Work
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• v.6 no.4
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• pp.338-344
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• 2015

Background: The present study aims to investigate job stressors and stress relievers for Korean emotional laborers, specifically focusing on the effects of work conditions and emotional labor properties. Emotional laborers are asked to hide or distort their real emotions in their interaction with clients. They are exposed to high levels of stress in the emotional labor process, which leads to serious mental health risks including burnout, depression, and even suicide impulse. Exploring job stressors and relieving factors would be the first step in seeking alternatives to protect emotional laborers from those mental health risks. Methods: Using the third wave data of Korean Working Conditions Survey, logistic regression analysis was conducted for two purposes: to examine the relations of emotional labor and stress, and to find out job stressors and relievers for emotional laborers. Results: The chances of stress arousal are 3.5 times higher for emotional laborers; emotional laborers experience double risk-burden for stress arousal. In addition to general job stressors, emotional laborers need to bear burdens related to emotional labor properties. The effect of social support at the workplace is not significant for stress relief, unlike common assumptions, whereas subjective satisfaction (wage satisfaction and work-life balance) is proven to have relieving effects on emotional laborers' job stress. Conclusion: From the results, the importance of a balanced understanding of emotional labor for establishing effective policies for emotional laborer protection is stressed.

• Journal of Korean Academy of Fundamentals of Nursing
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• v.19 no.2
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• pp.158-167
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• 2012

Purpose: To determine the mediating as well as moderating effect on both the emotional labor and burnout of professional self-concept perspective organ transplantation coordinators (OTC)'. Method: A self-report questionnaire was collected from 86 OTCs nationwide. The data were analyzed using t-test, ANOVA, Scheffe' test, Pearson' Correlation Coefficients, AMOS 20.0, and multiple regression. Results: For effects of professional self-concept on emotional labor and burnout, higher emotional labor was related to higher burnout. When professional self-concept was mediated, emotional labor had a greater effect on burnout however, a partial mediating effect was detected. From the regression analysis with the independent variables of emotional labor (A) and professional self-concept (B), adding relation of both variables ($A{\times}B$) increased the explained variance to 56.3% ($p$<.05). It was confirmed that professional self-concept had a moderating effect on emotional labor and burnout. Conclusion: The results of this study indicate that, when professional self-concept was mediated emotional labor of an OTC decreased, and burnout decreased when professional self-concept was high. Also, by controlling professional self-concept, emotional labor and burnout decreased. Therefore, it's necessary to map out the environment and develop strategies to reduce emotional labor and burnout in organ transplantation coordinators.

• Korean Journal of Occupational Health Nursing
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• v.16 no.2
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• pp.139-146
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• 2007

Purpose: The purpose of this research is to understand the relationship between emotional labor and job stress for clinical nurses. Method: The information for this research has been gathered in method of questionnaire for 202 nurses working in a hospital from January 30 to February 10, 2006. Results; The emotional labor for clinical nurses showed 2.43 on a scale of 4 and the job stress showed 49.84 out of 100. The correlation between the emotional labor and job stress showed that the emotional labor was higher, job stress was also higher. The result was that the factors that influenced the emotional labor were health status in a subjective point of view, working department, and the personality. The factors that influence job stress were self-efficacy, working department, and health status in a subjective point of view. Conclusion: The result of the research showed that emotional labor and job stress for clinical nurses were high and the strategy for reduction in those two areas is needed. Especially, diversified plans for job demand and occupational climate in an area of job stress that is correlated to emotional labor will be needed to minimize the emotional labor and job stress.

• Journal of Distribution Science
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• v.20 no.9
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• pp.109-126
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• 2022

Purpose: The role of salespersons' emotions in effective selling behavior garners attention among scholars and practitioners. Previous studies have investigated the effects of emotional intelligence and emotional labor on sales success separately. However, to understand the whole process, the relationships among salespersons' cognition, emotions, and behaviors should be considered simultaneously. Accordingly, we uniquely examined how salespersons' emotional intelligence (emotional antecedent) and customer orientation (cognitive antecedent) influence their emotional labor (deep acting vs. surface acting), adaptive selling behavior, and the selling results in the retail environment. Research design, data, and methodology: To improve methodological rigor, we used the dyadic approach. We measured 182 salespersons' emotional intelligence, customer orientation, and emotional labor, and 364 customers assessed the salespersons' adaptive selling behavior and selling results in the insurance and duty-free department retailing sectors. Result: The findings suggest that salespersons' customer orientation and emotional intelligence relate to deep-acting of emotional labor, affecting their adaptive selling behavior and relationship quality with customers. Conclusions: As for managerial implications, sales managers may well consider emotional intelligence levels when selecting salespersons in the retail industry. Additionally, practical training programs are required to cultivate customer orientation, emotional intelligence, and deep acting while performing emotional labor.

• Journal of Korean society of Dental Hygiene
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• v.11 no.2
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• pp.179-188
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• 2011

Objectives : The study set out to analyze correlations between emotional labor and job stress among dental hygienist, who have direct and lasting relationships with patients in dental clinic, and provide basic data to resolve stressors and manage stress. Methods : A survey was taken among dental hygienists working at dental clinics, and 200 questionnaires were used in analysis. The gathered data were put to Cronbach's alpha with the SPSS WIN12.0 program to test the reliability of the inventories to measure their emotional labor and job stress. In addition, correlation analysis was conducted to examine relations between the items of emotional labor and those of job stress along with regression analysis to examine relations between emotional labor and job stress. Finally, t-test and One-way ANOVA were conducted to test mean differences in the job stress items according to the degrees of emotional labor with the statistical significance level set at 0.05. Results : 1. The measurement tool used in the study recorded 0.7 for all the areas of Cronbach's alpha for internal reliability and thus achieved high reliability. 2. The overall mean of emotional labor was 2.74, which indicates that the dental hygienists had 'average' or higher stress for emotional labor. 3. Emotional labor had statistically significant relations with educational background, place of work, motivation to choose to be a dental hygienist, and religion of their general characteristics. 4. There was statistical significance in relations between general characteristics and job stress according to educational background, position at work, and experience with change of occupation. 5. The correlations between emotional labor and the stress areas were analyzed. As a result, emotional labor was in positive(+) correlations with job demand, lack of job autonomy, relational conflict, job instability, organizational system, and corporate culture. In addition, regression analysis was conducted to test causal relations between emotional labor and job stress. The results indicate that there were positive(+) influences between emotional labor and job stress. Conclusions : The results show that emotional labor can serve as a mediating variable for job stress in dental clinic. Thus both dental clinics and dental hygienists need to have ways to deal with job stress derived from emotional labor in which they are forced to process their emotions according to the dental clinics' demands, properly. The study will hopefully trigger ongoing follow-up researches on the deployment of dental hygienists according to their job characteristics and the situational variables to alleviate the negative results of emotional labor.

• Journal of Korean Academy of Nursing Administration
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• v.19 no.5
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• pp.647-657
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• 2013

Purpose: This study was done to identify the mediating effect of emotional dissonance in the relationship between emotional labor and burnout among clinical nurses. Methods: A cross-sectional survey design was used. The participants were 257 nurses working at three general hospitals located in Seoul and Gyeonggi Province. Data were collected by convenience sampling using self-report questionnaires that consisted of general characteristics, and measures of emotional labor, emotional dissonance and burnout. Data were analyzed with descriptive statistics, t-test, ANOVA, correlation, and multiple regression. Results: The findings of the multiple regression were as follows. First, surface acting of emotional labor showed significant positive effects on emotional dissonance and burnout. Second, when surface acting and emotional dissonance were entered into the regression model at the same time, surface acting showed an insignificant effect on burnout, however, emotional dissonance showed a significant effect. Finally, emotional dissonance had a mediating effect only between surface acting of emotional labor and burnout, not between deep acting and burnout. Conclusion: Results of the study suggest that as a way to reduce burnout, nursing administrators should develop educational programs for nurses to perform deep acting of emotional labor instead of surface acting at the moment of truth.

• Journal of Korean Academy of Nursing Administration
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• v.18 no.3
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• pp.310-319
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• 2012

Purpose: The purpose of this study was to analyze emotional labor factors influencing job satisfaction, intent to leave, and nursing performance of clinical nurses. Method: The participants were 384 clinical nurses working in a hospital. Study design was cross sectional survey. Subcategories of emotional labor (frequency of emotional labor, attentiveness of emotional display, mismatch of emotions) of emotional labor were dependent variables. Job satisfaction, intent to leave, and nursing performance were independent variables. Data were analyzed by hierarchial multiple regression. Results: The strength of emotional labor of nurses was similar for all participants in spite of differences in age, position, and clinical career. Total score for emotional labor was 3.21, frequency of emotional labor 3.34, attentiveness of emotional display 3.41, and mismatch of emotions 2.87. Mismatch of emotions influenced job satisfaction (F=12.53, p<.001) $R^2$ 27%, intent to leave (F=8.51, p<.001) $R^2$ 19%, and nursing performance (F=5.80, p<.001) $R^2$ 15%, Conclusion: These findings indicate that the factor (mismatch of emotion) is an important variable for clinical nurses in human resource management. Therefore, nurse managers should consider this factor for the improvement of organizational effectiveness.

• 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.