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Moderating Effects of Social Support through Relationship among Emotional Labor, Burnout and Turnover Intention: Focused on Employees in the Sports Center
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감정노동과 소진, 이직이도의 관계와 사회적 지원의 조절효과 (스포츠센터 종사자를 대상으로)

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Type
Academic journal
Author
Park, Yu-Chan (동강대학교)
Journal
Korean Society of Sport for All Journal of Sport for All Vol.77 KCI Accredited Journals
Published
2019.7
Pages
383 - 396 (14page)
DOI
10.51979/KSSLS.2019.07.77.383

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Moderating Effects of Social Support through Relationship among Emotional Labor, Burnout and Turnover Intention: Focused on Employees in the Sports Center
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Abstract· Keywords

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Purpose: The purpose of this study is to investigate regulation effects of social support through relationships among emotional labor, burnout and turnover intention. Thus, the study is to make new perception of emotional labor to the individual workers and to provide additional information of encourage collaboration on political, institutional and social aspects of emotional labor issues.
Method: In this study, total 300 questionnaires were collected from 04 sports centers in Gwang-ju, but finally 224 questionnaires were utilized for data analysis. All data were analyzed by SPSS statistics program ver. 21.0 (frequency analysis, exploratory factor analysis, confirmatory factor analysis, internal consistency analysis (Cronbach’s α). Also, hierarchial regression analysis was used for verifying causal relationship and moderating effects of social support among emotional labor, burnout and turnover intention. The significance level was set at α=.05.
Results: First, the surface behavior (sub-factor of emotional labor) influenced emotional exhaustion (subfactor of burnout). The impersonality (sub-factor of burnout) affected both inner and surface behavior (subfactor of emotional labor). Additionally, inner behavior positively influenced reduction of self-fulfillment (subfactor of emotional labor) but surface behavior negatively affected reduction of self-fulfillment. This result indicated that emotional exhaustion, impersonality and reduction of self-fulfillment were strongly related to social support, but emotional labor and burnout were not related with the social support. Second, the turnover intention of employees of sports center was decreased by the surface behavior and was also reduced by the social support. However, relationship between emotional labor and turnover intention was not affected by the social support.
Conclusion: In the environment of emotional labor, burnout and turnover intention of employees in the sports center should be reduced by taking a psychological training program for improving the inner behavior. In addition, official manual of customer responses which is considering employee’s circumstance should be established. Also, they should have mentoring program with senior employees and peer collaboration program to communicate with colleagues. All of them should be considered individually and organizationally.
#emotional labor #burnout #turnover intention #social support #moderating effect

Contents

Ⅰ. 서론
Ⅱ. 연구방법
Ⅲ. 결과
Ⅳ. 논의
Ⅴ. 결론 및 제언
참고문헌
ABSTRACT

References (59)

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강영미 / 2015 / 아동양육시설 종사자의 감정노동이 이직의도에미치는 영향: 조직몰입의 매개효과 및 사회적 지지의 조절효과를 중심으로 google schola 곽경숙 / 2015 / 스포츠센터 종사자의 라포와 감정노동, 직무소진이 고객지향성에 미치는 영향 google schola 구경원 / 2008 / 호텔서비스 제공자의 감정노동과 영향요인 -호텔 식음료 및 객실종사원 중심으로- / 외식경영연구 11(2):57~76 dbpia 권미경 / 2011 / 항공사 콜센터 상담원의 감정노동과 사회적 지원이소진에 미치는 영향 연구 / 한국항행학회논문지 15(5):808~822 dbpia 김난도 / 2018 / 트렌드 코리아 2019 / 미래의창 google schola

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UCI(KEPA) : I410-ECN-0101-2019-692-000950964