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A Study on the Impact of Emotional Labor of Sales and Service Workers

  • Journal of The Korea Society of Computer and Information
  • Abbr : JKSCI
  • 2021, 26(3), pp.147-154
  • DOI : 10.9708/jksci.2021.26.03.147
  • Publisher : The Korean Society Of Computer And Information
  • Research Area : Engineering > Computer Science
  • Received : February 1, 2021
  • Accepted : February 22, 2021
  • Published : March 31, 2021

Mi-Jung Bok 1 Hong Eun Sil 2

1광주여자대학교
2전남대학교

Accredited

ABSTRACT

The purpose of this study is to analyze the impact about emotional labor of sales service workers. Collected data were statistically processed by PASW 18.0 program using reliability, frequency analysis, T-test, one-way ANOVA, correlation and multiple regression analysis. The results were as follows. First, it was found that the sales service workers had higher deep acting than the surface acting of emotional labor. Second, it was found that altruism differed according to working period, conscientiousness according to gender, and work-family conflict according to age, marital status, and average customer response time per day. Third, the higher the surface acting of emotional labor, the higher the altruism. And the higher the deep acting, the less job burnout and work-family conflict decreased, and the altruism and conscientiousness increased. Fourth, as a result of analyzing the relative influence of variables related to emotional labor, the variable that has the greatest influence was the deep acting of emotional labor.

Citation status

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