임상치과위생사에서 소진, 이직의도, 직무만족도에 있어 감정노동의 영향

Abstract

Objectives: The purpose of this study was to evaluate the effects of emotional labor on burnout, turnoverintention, and job satisfaction. Methods: Dental hygienists were surveyed over a period of 13 days during March, 2013. Data from thecompleted questionnaires (N=202) were analyzed using the t-test, one-way ANOVA, Pearson’s correlation,and hierarchical multiple regression. Results: Higher levels of emotional labor resulted in higher levels of burnout and turnover intention, aswell as lower levels of job satisfaction. The variable showing the largest mediating effect between emotionallabor and burnout was emotional intelligence. Supervisor support had the largest mediating effectbetween emotional labor and turnover intention, as well as emotional labor and job satisfaction. Conclusions: It is known that emotional labor has negative effects on burnout, turnover intention, andjob satisfaction. To reduce the negative effects caused by emotional labor, it is necessary to foster thedevelopment of emotional intelligence and self-efficacy of employees. Employers’ efforts to improve supervisorand colleague support for the employees should be made to reduce such negative effects.