고객불량행동과 돌봄노동자의 직무만족: 감정부조화의 매개효과와 인지된 감정노동자 보호조치의 조절효과

References

• Aiken, L. S., West, S. G., Reno, R. R.(1991), Multiple regression: Testing and interpreting interactions, sage.
• An, Y. M., Chung, I. J., Ju, Y. H.(2023), “The Effects of Community Child Center Workers’ Job Stress and Emotional Labor on Job Satisfaction: Focus on the Mediating Effects of Work Values and Burnout,” Journal of Social Science, 34(3), pp.119-143. [https://doi.org/10.16881/jss.2023.07.34.3.119]
• Ashforth, B. E., Humphrey, R. H.(1993), “Emotional labor in service roles: The influence of identity,” Academy of Management Review, 18(1), pp.88-115. [https://doi.org/10.5465/amr.1993.3997508]
• Ashforth, B. E., Humphrey, R. H.(1995), “Emotion in the workplace: A reappraisal,” Human Relations, 48(2), pp.97-125. [https://doi.org/10.1177/001872679504800201]
• Aslan, A., Kozak, M.(2012), “Customer deviance in resort hotels: The case of Turkey,” Journal of Hospitality Marketing & Management, 21(6), pp.679-701. [https://doi.org/10.1080/19368623.2012.627255]
• Au, W. C. W., Tsang, N. K., & Fung, C.(2021), “Exploring jaystaycationer behaviors: cause, typology, and hotel workers’ responses,” Asia Pacific Journal of Tourism Research, 26(11), pp.1207-1224. [https://doi.org/10.1080/10941665.2021.1959359]
• Bae, I. Y., Nam, T. W., Jin, C. H.(2015), “A Study of Dissonance, Job Stresses, and Satisfaction on Service Works’ Emotional Labor,” The Institute of Business Management, 38(2), pp.51-80.
• Bakker, A. B., Demerouti, E., & Verbeke, W.(2004), “Using the job demandsresources model to predict burnout and performance,” Human Resource Management, 43(1), pp.83-104. [https://doi.org/10.1002/hrm.20004]
• Baron, R. M., & Kenny, D. A.(1986), “The moderator –mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations,” Journal of Personality and Social Psychology, 51(6), p.1173. [https://doi.org/10.1037/0022-3514.51.6.1173]
• Basch, J., Fisher, C. D.(2000), “Affective job events-emotions matrix: A classificaion of job related events and emotions experienced in the workplace. In N. Ashkanasy, W. Zerbe, & C. Hartel (Eds.),” Emotions in the workplace: Resarch, theory, and practice: 36-48. Westport, CT: QuorumBooks.
• Bitner, M. J., Booms, B. H., Mohr, L. A.(1994), “Critical service encounters: The employee's viewpoint,” Journal of Marketing, 58(4), pp.95-106. [https://doi.org/10.1177/002224299405800408]
• Boyd, C.(2002), “Customer violence and employee health and safety,” Work, Employment and Society, 16(1), pp.151-169. [https://doi.org/10.1177/09500170222119290]
• Brotheridge, C. M., Grandey, A. A.(2002), “Emotional labor and burnout: Comparing two perspectives of people work,” Journal of Vocational Behavior, 60(1), pp.17-39. [https://doi.org/10.1006/jvbe.2001.1815]
• Chang, C. H., Rosen, C. C., Levy, P. E.(2009), “The relationship between perceptions of organizational politics and employee attitudes, strain, and behavior: A meta-analytic examination,” Academy of Management Journal, 52(4), pp.779-801. [https://doi.org/10.5465/amj.2009.43670894]
• Cho, K. H., Bae, H. S.(2018), “The Impact of Customer Incivility Behavior on the Flight Attendant’s Emotional Exhaustion and Deviant Behavior: Mediating Effect of Emotional Exhaustion,” Journal of Tourism Management Research, 85, pp.501-522. [https://doi.org/10.18604/tmro.2018.22.6.26]
• Cho, P. Y., Lee, G. T., Kang, K. D.(2014), “The Effect of Negative Emotion Caused by Dysfunctional Customer Behavior on Job Satisfaction: Focusing on the Moderating Effect of Emotional Labor Propensity,” Korean Journal of Business Administration, 27(2), pp.285-309.
• Choi, J. P.(2021), “Public Health Ethics in COVID-19 Pandemic Response: Focusing on Relational Autonomy, Solidarity, and Care Ethics,” Bio, Ethics and Policy, 5(1), pp.25-48.
• Choi, J. T., Park, T. Y., Cha, N. K., Cho, J. H.(2018), 2018 Seoul City Care Worker investigation Report, Seoul: Unionresearchseoul.
• Choi, Y. D., Han, J. K.(2018), “The Negative Effects of Customer Incivility and the Moderating Role of Perceived Organizational Support for Customer Incivility,” Korean Journal of Management, 26(4), pp.31-58. [https://doi.org/10.26856/kjom.2018.26.4.31]
• Daly, M.(2002), “Care as a good for social policy,” Journal of Social Policy, 31(2), pp.251-270. [https://doi.org/10.1017/S0047279401006572]
• Demerouti, E., Bakker, A. B., Nachreiner, F., & Schaufeli, W. B.(2001), “The job demands-resources model of burnout,” Journal of Applied Psychology, 86(3), p.499. [https://doi.org/10.1037/0021-9010.86.3.499]
• Eisenberger, R. Juntington, S. Hutchison, & D. Sowa(1986), “Perceived organizational support,” Journal of Applied Psychology, 71(3), pp. 500-507. [https://doi.org/10.1037/0021-9010.71.3.500]
• Fong, L. H. N., So, A. S. I., Law, R.(2017), “Exploring jaycustomer behavior and handling approach in casinos,” International Journal of Contemporary Hospitality Management, 29(5), pp.1403-1425. [https://doi.org/10.1108/IJCHM-12-2015-0691]
• Frey-Cordes, R., Eilert, M., Buttgen, M.(2020), “Eye for an eye? Frontline service employee reactions to customer incivility,” Journal of Service Marketing, 34(7), pp.939-953 [https://doi.org/10.1108/JSM-07-2019-0270]
• Fullerton, R., Punj, G.(2004), “Repercussions of promoting an ideology of consumption: consumer misbehavior,” Journal of Business Research, pp.1239-1249. [https://doi.org/10.1016/S0148-2963(02)00455-1]
• Glomb, T. M., Tews, M. J.(2004), “Emotional labor: A conceptualization and scale development,” Journal of Vocational Behavior, 64(1), pp. 1-23. [https://doi.org/10.1016/S0001-8791(03)00038-1]
• Grandey, A. A.(2000), “Emotional regulation in the workplace: A new way to conceptualize emotional labor,” Journal of Occupational Health Psychology, 5(1), p.95. [https://doi.org/10.1037/1076-8998.5.1.95]
• Grandey, A. A.(2003), “When “the show must go on”: Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery,” Academy of Management Journal, 46(1), pp.86-96. [https://doi.org/10.5465/30040678]
• Gwak, S. J., Cheong, K. J., Choi, S. J,. (2010), “A Study on the Effects of the Job Burnout on the Customer Orientation, Job Satisfaction, and Turnover Intention of Customer Service Representatives at Customer Centers,” Korean Management Review, 39(3), pp.541-576.
• Harris, L. C., Reynolds, K. L.(2004), “Jaycustomer behavior: an exploration of types and motives in the hospitality industry,” Journal of Services Marketing, 18(5), pp.339-357. [https://doi.org/10.1108/08876040410548276]
• Harris, L. C., Reynolds, K. L.(2003), “The consequences of dysfunctional customer behavior,” Journal of Service Research, 6(2), pp.144-161. [https://doi.org/10.1177/1094670503257044]
• Hayes, A. F.(2013), Introduction to Mediation, Moderation, and Conditional Process Analysis: A Regression Based Approach. New York, NY: The Guilford Press.
• Hobfoll, S. E.(1989), “Conservation of resources: A new attempt at conceptualizing stress,” American Psychologist, 44(3), p.513. [https://doi.org/10.1037/0003-066X.44.3.513]
• Hochschild, A.(1983), “Comment on Kemper's Social Constructionist and Positivist Approaches to the Sociology of Emotions,” American Journal of Sociology, 89(2), pp.432-434. [https://doi.org/10.1086/227874]
• Homans. G. C.(1958), “Sosial behavior as exchange,” American Journal of Sociology, 63(6), pp. 598-606. [https://doi.org/10.1086/222355]
• Hong, Y. M., Choi, H. S.(2021), “The Effects of Emotional Labor and Violence Experiences Perceived by Care Workers of Long-Term Care Services on Job Burnout and Turnover Intention - Moderating Effect of Social Support,” Korean Journal of Care Management, 41, pp.325-348. [https://doi.org/10.22589/kaocm.2021.41.325]
• Hwahg, D. S., Yoon, J. Y., Yoon, J. H., Tine, R., Marie, T. L., Silke, B., Heidi, O., Colette, F., Heien, N., Jill, R.(2012), Labor market analysis of the social services industry: focus on care services, Seoul: Korea Labor Institue.
• Im, J. M., Lee, Y. K., Kang, E. N., Im, J. Y., Kim, J. H., Park, Y. S., Yoon, T. H., Yang, C. M., Kim, H. S.(2019), A Mid-to Long-term Plan for the Supply of Long-term Care Workers in a Changing Population Structure, Sejong: Korea Institute for Health and Social Affairs.
• Jang, J. Y.(2020), “The COVID-19 pandemic and paid and unpaid caregiving labor,” Labor Review, pp.3-4.
• Jang, N. Y.(2020), “The Effect of the HYO Consciousness on Job Satisfaction in Care Worker : The Mediation Effect of the Elderly Image,” The Journal of the Korea Contents Association, 20(8), pp.408-417.
• Jeong. H. J., Kim, S. H.(2022), Gangseo-gu Care Work Final Report, Seoul: Gangseo-gu Labor Welfare Center.
• Jo, G. S., Kim, D. K., Hwang, S. H.(2012), “Analysis of Factors Influencing Personal Assistant's Job-Retention Intention: Evidence from Severely Disabled Assistant Service,” Korean Journal of Policy Analysis and Evaluation, 22(4), pp.185-216.
• Jourdain, G., & Chênevert, D.(2010), “Job demands-resources, burnout and intention to leave the nursing profession: A questionnaire survey,” International Journal of Nursing Studies, 47(6), pp.709-722. [https://doi.org/10.1016/j.ijnurstu.2009.11.007]
• Jung, S. Y., Kang. K. J., Ryoo. K. M.(2021), “The effect of food service company customer complaints on employees' emotional burnout, job attitude, and customer orientation,” International Journal of Tourism and Hospitality Research, 35(6), pp.223-236, [https://doi.org/10.21298/IJTHR.2021.6.35.6.223]
• Kang, H. A,. (2002), “Changes in nursing labor-intensification of emotional labor,” Economy and Society, 55, pp.142-168.
• Kim, K. A., & Lee, H. C.(2017), “The impact of job stress of hotel workers on emotional dissonance by customers’ bad behavior,” International Journal of Tourism and Hospitality Research, 31(6), pp.127-139. [https://doi.org/10.21298/IJTHR.2017.06.31.6.127]
• Kim, K. H.(2009), “A Study on the Reproducing Process of Gendered and Low-waged Care Work,” The Journal of Asian Women, 48(2), pp.147-184.
• Kim, Y. I.(2008), “A Study on the Effect of Self-Leadership on Organizational Commitment and Job Satisfaction,” Master’s thesis, Soongsil University.
• Kim, Y. W.(2011), “A Study of the Effects Influencing on the Turnover Intention of The Care Workers Working Environment of The Long-term Care Facilities,” Unpublished MA, dissertatio, Gwangwoon University.
• Kim, Y., Wee, J. H., Kim, N. H., Lim M.H.(2019), “Burnout, Depression, Suicide Idea, Anxiety, ADHD, and Impulsiveness, Self-Esteem, and Quality of Life with Social Workers,” Stress, 27(3), pp.209-214. [https://doi.org/10.17547/kjsr.2019.27.3.209]
• Knutson, B. J., Borchgrevink, C., Woods, B.(1999), “Validating a typology of the customer from hell,” Journal of Hospitality & Leisure Marketing, 6(3), pp.5-22. [https://doi.org/10.1300/J150v06n03_02]
• Koo, K. W., Kim, P. Y.(2008), “The Relationship Between Hotel Service Providers’ Emotional Labor and it’s Antecedents: Focused on the Hotel Food & Beverage and Room Employees,” Journal of Foodservice Management, 11(2), pp.57-76.
• Kruml, S. M., Geddes, D.(2000), “Exploring the dimensions of emotional labor: The heart of Hochschild’s work,” Management Communication Quarterly, 14(1), pp.8-49. [https://doi.org/10.1177/0893318900141002]
• Lee, I. S., ᆞKim, J. Y.,ᆞ Sul, H. K.(2020), “The effect of organizational bad behavior to internal customers on job stress and turnoverintention: focusing on employees of five star luxury hotels in Busan,” Journal of Hospitality & Tourism Studies, 22(3), pp.110-122. [https://doi.org/10.31667/jhts.2020.9.84.110]
• Lee, R. T., & Ashforth, B. E.(1996), “A meta-analytic examination of the correlates of the three dimensions of job burnout,” Journal of Applied Psychology, 81(2), pp.123-133. [https://doi.org/10.1037/0021-9010.81.2.123]
• Lee, S. W., Park, S. K.(2019), “The Relationships between Emotional labor, Burnout and Job satisfaction among Social Worker: Focusing on Surface acting and Deep acting,” Journal of Community Welfare, 69, pp.73-102. [https://doi.org/10.15300/jcw.2019.69.2.73]
• Lee, Y. M., Na, I. G.(2001), “The impact of union membership on job satisfaction and turnover intentions,” Korean Journal of Management, 9(1), pp.1-21.
• Lewig, K. A., Dollard, M. F.(2003), “Emotional dissonance, emotional exhaustion and job satisfaction in call centre workers,” European Journal of Work and Organizational Psychology, 12(4), pp.366-392. [https://doi.org/10.1080/13594320344000200]
• Lim, J. H.(2012), Study of the Experience of the Relationship between Social Workers and Service users, Unpublished PhD, dissertation, The Catholic University of Korea.
• Longest Jr, B. B.(1974), “Job satisfaction for registered nurses in the hospital setting,” Journal of Nursing Administration, 4(3), pp.46-52. [https://doi.org/10.1097/00005110-197405000-00019]
• Lovelock, C.(2001), A retrospective commentary on the article “New Tools for Achieving Service Quality”. The Cornell Hotel and Restaurant Administration Quarterly, 42(4), pp.39-46. [https://doi.org/10.1177/0010880401424003]
• Lovelock, C.(1994), Product plus: How Product + Service=Competitive Advantage, McGraw-Hill, New York, NY.
• Namkung, E. H., Go, E. A., Eo, Y. Y., Lee, Y. K., Kim, B. J., Yoo, J. E., Lim, J. M.(2021), “Public Policy for Protection and Improved Working Conditions of Long-term Care Workers,” Korea Institute for Health and Social Affairs.
• Nelson, D. L.(1991), “Psychological contracting and newcomer socialization: An attachment theory foundation,” Journal of Social Behavior and Personality, 6(7), p.55.
• Park, K. M.(2014), “Jaycustomer’s Behavior influencing Job Stress and Emotional Exhaustion of Cabin Crew,” Unpublished PhD, dissertation, Sejong University
• Park, K. M., Chung, K. Y.(2015), “A Study of Jaycustomer's Behavior affecting Job Stress and Emotional Exhaustion of Cabin Crew,” International Journal of Tourism and Hospitality Research, 29(2), pp.75-89.
• Park, K. O., Wilson, M. G., & Lee, M. S.(2004), “Effects of social support at work on depression and organizational productivity,” American Journal of Health Behavior, 28(5), pp.444-455. [https://doi.org/10.5993/AJHB.28.5.7]
• Park, S. E.(2009), “The Effects of Emotional Dissonance on the Employee’s job Attitudes and the Moderating Role of Job Autonomy and Social Supports,” Korean Management Review, 38(2), pp.379-405.
• Park, S. E., Woo, J. H.(2010), “The Effects of Emotional Dissonace and Emotional Intelligence of Service Employee on their Non-task Behaviors,” Korean Management Review, 39(4), pp.963-994
• Park, S. E.(2008), “An Empirical Study on the Relationships among Employees' Perceived Display Rule Demands, Emotional Dissonance, and their Psychological Responses,” Journal of Organization and Management, 32(1), pp.25-53.
• Park, W. W., Kim, M. S., Jeong, S. M., Huh, K. M.(2007), “Causes and Remedies of Common Method Bias,” Korean Journal of Management, 15(1), pp.89-133.
• Park, Y. C.(2019), “Moderating Effects of Social Support through Relationship among Emotional Labor, Burnout and Turnover Intention: Focused on Employees in the Sports Center,” Journal of Sport and Leisure Studies, 77, pp.383-396. [https://doi.org/10.51979/KSSLS.2019.07.77.383]
• Park, Y. H., Ko. K. W.(2021), “Effects of Employees’ Attitudes on Elderly Care, Quality of Service and Job Satisfaction in Care Workers: The interactive effects based on the type of long-term care service,” Korean Journal of Gerontological Social Welfare, 76(3), pp. 37-64. [https://doi.org/10.21194/kjgsw.76.3.202109.37]
• Park, Y. J.(2009), “Relationships of Principals' Super-leadership, Teachers' Self-leadership, Teachers' School Organizational Commitment, and School Organizational Health,” Doctoral dissertation, Inha University.
• Park, Y. M., Byun, J. W.(2021), “The Study on the Emotional Exhaustion and Safety Behavior ofFlight Attendant due to Unruly Passenger Behavior on Board an Aircraft: Focused on the Moderating Effect of Organization Coping Plan,” Journal of Tourism and Leisure Research, 33(3), pp.373-393. [https://doi.org/10.31336/JTLR.2021.3.33.3.373]
• Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., Podsakoff, N. P.(2003), “Common method biases in behavioral research: a critical review of the literature and recommended remedies,” Journal of Applied Psychology, 88(5), p.879. [https://doi.org/10.1037/0021-9010.88.5.879]
• Reynolds, K. L., Harris, L. C.(2006), “Deviant customer behavior: An exploration of frontline employee tactics,” Journal of Marketing Theory and Practice, 14(2), pp.95-111. [https://doi.org/10.2753/MTP1069-6679140201]
• Rosebush, C. E., Zaidman, B., Schofield, K. E., Erickson, D. J., Ramire z, M., Tschida, B., & McGovern, P. M.(2020), “Occupational diffe rences in workers' compensation indemnity claims among direct care workers in Minnesota nursing homes, 2005-2016,” American Journal of Industrial Medicine, 63(6), pp.517-526. [https://doi.org/10.1002/ajim.23102]
• Ryu, I, L.(2017), “The Role and Occupational Status of Institutionalized Care Workers,” Issues in Feminism, 17(2), pp.189-231. [https://doi.org/10.21287/iif.2017.10.17.2.189]
• Seok, J. E.(2020), “Vulnerability and Social Challenges of Long-Term Care Workers Revealed in the COVID-19 Phase,” Korean Journal of Social Welfare, 72(4), pp.125-149. [https://doi.org/10.20970/kasw.2020.72.4.005]
• Seok, J. E., Im, J. K., Jeon, Y. H., Kim, W., Choi, S. H., Lee, K. J., Jang, E. J.(2015), How to make long-term care insurance more public, Sejong: Ministry of Health and Welfare
• Seon, J. Y., Kim, H. J.(2022), “The Effect of Organizational Culture in Care facilities for The Elderly on Turnover Intention of Caregivers: Focusing on the Mediation Effect of Job Satisfaction,” Korean Journal of Gerontological Social Welfare, 77(4), pp.117-14 [https://doi.org/10.21194/kjgsw.77.4.202212.117]
• Shin, K. H., Nam, W. K., Choi, K. S., Yoon, J. Y., Ryu. I. L., Jang, B. H., Im, J. M., Yoon, M. S., Choi, J. W.(2013), Working Coditions and Improvement Plan for Care Helpers in Seoul. Seoul: The Seoul Institute.
• Spector, P. E.(1997), Job satisfaction: Application, assessment, causes, and consequences (Vol. 3). Sage. [https://doi.org/10.4135/9781452231549]
• Stutte, K., Hahn, S., Fierz, K., & Zúñiga, F.(2017), “Factors associated with aggressive behavior between residents and staff in nursing homes,” Geriatric Mursing, 38(5), pp.398-405. [https://doi.org/10.1016/j.gerinurse.2017.02.001]
• Trougakos, J. P., Beal, D. J., Green, S. G., Weiss, H. M.(2008), “Making the break count: An episodic examination of recovery activities, emotional experiences, and positive affective displays,” Academy of Management Journal, 51(1), pp.131-146. [https://doi.org/10.5465/amj.2008.30764063]
• Yang, K. U.(2022), “A Statistical Test of the Effects of Emotional Laborer Protection Institution,” Quarterly Journal of Labor Policy, 22(3), pp.33-66.
• Yang, N. J.(2023), “National Assembly debate on improving the treatment of care workers and internalising remuneration training,” National Assembly.
• Yi Y. J.(2002), “Strategic Management of Bad Customers,” Institute of Management Research, 36(4), pp.115-139.
• Yoo, J. H., Lee H. B., Lee, B. C.(2020), “The Effect of Airline Employee’s Perceived Jaycustomer Behavioron Burnout and Organizational Citizenship Behavior:A Modeling Effects of Social Support,” Journal of Tourism and Leisure Research, 32(5), pp.427-444. [https://doi.org/10.31336/JTLR.2020.5.32.5.427]
• Yoon, S. Y.(2010), “A Study on the Emotional Labor, Burnout and Turnover Intention of Airline Call Center Wokers,” Journal of Advanced Navigation Technology, 14(1), pp.1-10.
• Zapf, D., & Holz, M.(2006), “On the positive and negative effects of emotion work in organizations,” European Journal of Work and Organizational Psychology, 15(1), pp.1-28. [https://doi.org/10.1080/13594320500412199]
• Zapf, D., Seifert, C., Schmutte, B., Mertini, H., & Holz, M.(2001), “Emotion work and job stressors and their effects on burnout,” Psychology & Health, 16(5), pp.527-545. [https://doi.org/10.1080/08870440108405525]
• Zapf, D., Vogt, C., Seifert, C., Mertini, H., & Isic, A.(1999), “Emotion work as a source of stress: The concept and development of an instrument,” European Journal of Work and Organizational Psychology, 8(3), pp.371-400. [https://doi.org/10.1080/135943299398230]
• Zapf, D., Vogt, C., Seifert, C., Mertini, H., Isic, A.(1999), “Emotion work as a source of stress: The concept and development of an instrument,” European Journal of Work and Organizational Psychology, 8(3), pp.371-400. [https://doi.org/10.1080/135943299398230]