1Professor, Department of Preventive Medicine, College of Medicine, The Catholic University of Korea, Republic of Korea
2Professor, Department of Nursing, Eulji University, Republic of Korea
3 Director, Department of Industrial Health, Ministry of Employment and Labor, Republic of Korea
*Corresponding Author: Eun hi Choi, Professor, Department of Nursing, Eulji University, Republic of Korea, Email: choieh@eulji.ac.kr
Online published on 27 March, 2020.
This study investigated the factors which influence on emotional labor among those engaged in the customer service industry and the Preparation of Manuals for Emotional Labor and the provision of programs to solve problems.
Field surveys of the actual management of emotional labor were conducted on 585 high-risk businesses from January 2015 through June 2016 in south Korea. A total of 581 were analyzed, excluding four with missing values. SPSS ver. 23.0 program was used for all data analyses. Differences by trade were analyzed through chi-square test and ANOVA. Multiple regression analysis by variable was performed to identify the factors influencing the preparation of manuals and the provision of programs.
Findings show that big box stores ranked first in terms of the preparation of manuals and the provision of programs. Significantly impacting factors were designated staff and committee, budget, level of understanding of business reality, and organizational culture. They varied slightly depending on the trade they belong to.
For a wider and better implementation, businesses need to offer not only support to individuals and organizations but budget. In addition, they need to understand the state of emotional labor among workers and their request in order to shape corporate culture that supports business owners, managers, and customers.
Emotional labor, Manuals, Programs, Organizational culture, Human resources and organization, Understanding of business reality
