Korean Society and Public Administration 2023 KCI Impact Factor : 1.89
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pISSN : 1225-8652
- https://journal.kci.go.kr/kspa
KJCKorea
Journal Central
Causal Relationship of the Effect of Emotional Work and Work Stress on Work Burn-out
- Korean Society and Public Administration
- Abbr : KSPA
- 2018, 29(3), pp.53-85
- Publisher : Seoul Association For Public Administration
- Research Area : Social Science > Public Administration
Sung-Bok Park 1, 이상욱 2
1대구대학교
2한국전력공사
Accredited
ABSTRACT
The purpose of this study is to identify the causal relationship structure of the impact of KEPCO Call Center's counselors' emotional labor and work stress on work burn-out. For this, we established surface action deep acting as the independent variable, work burn-out as the dependent variable, and work stress as the mediating variable. In this supposition, we setup 5 direct-effect research hypotheses and 2 indirect-effect research hypotheses.
For the analysis and statistical hypothesis testing, we collected data from the 420 counselors working at KEPCO Call Center through the nation from June 15th to June 30th of 2017, and among them all, 367 questionnaires were used for our final analysis. As a result of test, 3 direct-effect hypotheses and 2 indirect-effect hypotheses were accepted and 2 direct-effect ones were rejected. This results mean that emotional labors(surface action and deep acting) have the only indirect effect on work burn-out through the mediation of work stress, and work stress has the complete mediating effect in this structural model. Finally, on this empirical analysis, we provided some implications on the use of emotional labor and work stress for the decrease in work burn-out.
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