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KMID : 1002520200140030157
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Korean Journal of Health Service Management
2020 Volume.14 No. 3 p.157 ~ p.169
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Effects of Role Conflict and Ambiguity on Quality of Service of Workers in Longterm Welfare Facilities : The Moderating Effect of Job-crafting
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Lee Jung-Woo
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Abstract
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Objectives: This study identifies the moderating effects of role conflict and ambiguity on the quality of service. Through verification of regulation effect of job-crafting, implications related to effort required on individual level are also determined.
Methods: The subjects were 79 employees working at two home care service centers and two long-term care service centers.
Results: The level of role conflict of employees working in the former was lower than in the latter, while relational crafting was higher. In addition, work ambiguity had a negative effect on service quality.
Conclusions: Long-term welfare facilities should create a work environment and organizational culture that facilitates autonomous and mutual communication. Workers in such facilities should make efforts to change their views to be more receptive regarding their jobs, colleagues, and work.
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KEYWORD
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Longterm Welfare Facilities Workers, Role Conflict, Role Ambiguity, Job Crafting, Quality of Services
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