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KMID : 1002520170110020017
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Korean Journal of Health Service Management
2017 Volume.11 No. 2 p.17 ~ p.27
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Influence of Emotional Labor on the Job Stress of the Contact Department in a General Hospital Moderation Analysis of Foundation and Occupation
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Hwang Kyoung-Il
Shim Hyun-Jin
Lee Hyun-Sill
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Abstract
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Objectives : The rapidly changing consumer-centric and customer-oriented nature of the medical environment results in significant cognitive load. We aimed to clarify the situation of emotional labor and job stress among hospital employees and seek policies and hospital management for employees' emotions.
Methods : The study was conducted through a questionnaire about emotional labor and job stress among 554 individuals working in Seoul, in 9 national, public, and private hospitals.
Results : The results of the emotional labor and job stress questionnaire showed statistically significant differences in surface behavior and job stress; both had higher values in employees from the private hospitals than employees from public hospitals.
Conclusion : This study found that the stress of emotional labor is a serious problem in government medical institutions. In addition, these institutions need to provide internal customer satisfaction through the hospital ombudsman and harmonize work and healing programs by including plans for improvement.
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KEYWORD
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Emotional Labor, Job Stress, Type of Organization, Occupation
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