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KMID : 1235020240180010011
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Health Service Management Review
2024 Volume.18 No. 1 p.11 ~ p.25
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The Effect of Job demands of health center employees on job burnout and Customer orientation - Focusing on the COVID-19 situation -
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Jeon Seo-Hyun
Tang QianQian
Kim Jin-Nam
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Abstract
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This study attempted to provide basic data for the efficient management of job demands, job burnout, and customer orientation of health center employees responsible for infectious disease management during COVID-19. The study was conducted from May 2 to May 13, 2022, at the Namyangju City Health Center in Gyeonggi Province, South Korea, with 238 participants, and the data analysis was conducted using IBM SPSS Statistics 26 and SmartPLS 3.3.9. The study found that work overload had a positive impact on emotional exhaustion and dehumanization, while decreased personal achievement was statistically insignificant. Role conflict and role ambiguity had a positive influence on emotional exhaustion, dehumanization, and low personal achievement. Temporal pressure had a positive impacte on emotional exhaustion and insignificant effects on dehumanization and decrease in personal achievement. Moreover in this study, the impact of emotional exhaustion, dehumanization, and decrease in personal achievement on customer orientation was analyzed. The results showed that emotional exhaustion had a negative impact on responsiveness, convenience, and reliability was statistically insignificant. Dehumanization also had a negative effect on responsiveness, convenience, and reliability. Decrease in personal achievement negatively affected responsiveness, while convenience, and reliability was statistically insignificant. Finally, the study investigated the differences in job demands on burnout and customer orientation between public employees (full-time, term, and government) and temporary workers. The results showed on no statistically significant disparities.
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KEYWORD
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Job demands, COVID-19, Job burnout, Customer Orientation
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