의료기관 종사자들의 감정노동이 이직의도, 고객지향성에 미치는 영향에 관한 연구

Abstract

A Study on the Effects of Medical Employees's Emotional Labor on Turnover Intention and Customer Orientation -Mediated by Job Stress and Job Satisfaction-

Chae, Ju-Ah

Department of Tourism Administration The Graduate School of Pukyong National University

The awareness of the difficulties experienced by the workers in the service industry requiring emotional labor is growing. Medical service areas also are managing if the rules of appropriate emotional expression and behavior are well observed through continuous investigation since, along with changes in industrial environment, the quality of service provided by the employees of the medical institution serves as important factors for determining patient revisit, and such demand from the organizations is expected to continue. The purpose of this research is to examine the management of emotional labor of members of the organization from the viewpoint of the manager to manage the continuous existence and business performance of the organization. This research established that the emotional labor of the employees of medical institutions is the influence factor for job stress and job satisfaction, and established through the actual proof analysis that the job stress has direct and indirect effects through job satisfaction on the turnover intention and customer orientation. The results of this research are as follows. First, it was confirmed that the degree of attention and emotional dissonance among the subordinate elements of emotional labor except the frequency of emotional expression had positive (+) effects on the job stress. Second, the job stress was found to have direct and indirect effects on the turnover intention through the mediation of job satisfaction. Third, the job stress was found to have only indirect effects on the customer orientation through the mediation of the job satisfaction. Based on the results of the actual proof analysis, this research presented practical implications by analyzing the management of the emotional labor of the employees of medical institutions from the view point of the continuous existence and business performance of the organization.

Key word : emotional labor, job stress, job satisfaction, turnover intention, customer orientation.