의료서비스 제공자의 라포르가 감정노동, 직무만족, 조직몰입에 미치는 영향

Abstract

The purpose of this paper was to understand the rapport in healthcare service encounter and examines the relationship between antecedent variables in view of services providers rapport building behavior(enjoyable interaction and personal connection) and emotional labor which was mediating variable and dependent variables(job satisfaction, organizational commitment). The questionnaire method was adopted to collect the healthcare service provider. Also, 214 services provider in the metropolitan general hospitals and the others. The research findings indicated that a rapport was negative related to emotional labor. And also emotional labor was also found to be negative related to job satisfaction and organizational commitment. Implications of the findings were considered and future research directions identified.