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KMID : 0387320120220010129
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Korean Journal of Health Policy and Administration
2012 Volume.22 No. 1 p.129 ~ p.144
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The Level of Emotional Labor among Workers in One University Hospital
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Kim Hyun-Joo
Lee Bo-Woo
Hwang Ji-Hea
Lee Moo-Sik
Na Baeg-Ju
Lee Jin-Yong
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Abstract
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Purpose: The purpose of this study was to investigate the level of emotional labor and to identify affecting factors on emotional labor among one university hospital employees.
Material and Method : This study was based on cross-sectional, selfadministered, and Internet-based survey. The survey was conducted from Mar. 2 to Mar. 28. 2011. Total subjects were 812 employees working in one university hospital. Total response rate was 61.5%. Modified evaluation tool was used, which was originally developed by Morris and Feldman, to measure the level of emotional labor among hospital personnel. In order to identify the affecting factors on high level of emotional labor, we conducted logistic regression. The SPSS statistical software package was used to perform the statistical analysis. All statistical tests were 2-sided and a p-value<0.05 was considered statistically significant.
Results: Average score of emotional labor was 3.06. Employees(3.39) who are working at the emergency department and hemodialysis room indicated the highest level of emotional labor, followed by wards(3.14), department of administration(3.14), department of ambulatory cares(3.06). The factors affecting on the high level of emotional labor were the highest level of schooling, types of department, and types of personality(p<0.05).
Conclusion: The survey results showed that there was significant level of emotional labors among hospital employees. Therefore, the efforts to reduce the level of emotional labors are needed.
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KEYWORD
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Emotional Labor, Hospital Personnel, Consumer Satisfaction
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