Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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A study of display rule for none face-to-face emotional worker's job satisfaction

기업의 표현규정이 비대면 감정노동자의 직무만족에 미치는 영향에 관한 연구

  • 여현진 (동서대학교 디지털콘텐츠학부) ;
  • 박지영 (부산대학교 일반대학원) ;
  • 문재영 (동서대학교 경영학부)
  • Received : 2016.08.01
  • Accepted : 2016.09.05
  • Published : 2016.09.30
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Abstract

Purpose: The purpose of this study is to find empirical studies the causal relationship among positive defining representation, negative defining representation, surface acting, deep acting, dissatisfaction of job, and intention of job transfer. Methods: The collected data through the survey by customer satisfaction team of "A" company call center. Results: The result of this study is that emotion and behavior norm influence on deep act of expressing both positive impacts of the employees. Conclusion: Feelings of corporate representation norm is psychologically of employees that because it affects even also must facilitate the surface acts and internal acts of employees and job dissatisfaction at the same time due to emotional dissonance and emotional exhaustion and turnover are hidden on the back emotion norms in the contact department, it should be aware of the need to address the emotional problems. Companies need to develop a variety of programs with attention to addressing the emotional difficulties experienced by workers.

Keywords

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