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KMID : 1001320110380040217
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Social Welfare Policy
2011 Volume.38 No. 4 p.217 ~ p.237
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The Effects of the Emotional Labor of Social Care Service Workers on Their Evaluation of Service Quality
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Kim Yung-Eun
Choi Young
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Abstract
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The purpose of this study is to look at the real condition of the emotional labor of care workers working at social services area, and to examine how the degrees of emotional labor can affect the service quality that service providers are perceived. This study analyzed total 159 care workers working at the 7 social care service centers which are providing
mother-and-newborn baby care service in Seoul by conducting multiple regression analysis. The results are first, the self-evaluation of workers about service quality they perceived appeared to be 3.99 on a five-point scale, and that is, worker themselves evaluated the service quality positively. Second, from the result of Multiple Regression Analysis, this study found that ‘frequency of emotional labor’ had a positive influence on the service quality, and ‘attentiveness of emotional expression’ had a negative relations with the service quality. ‘Emotional dissonance’ had not a meaningful relations with service quality. Based on the results, several policy and practical implications were suggested.
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KEYWORD
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Social care services, self-rated service quality, emotional Labor
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