간호사의 감정노동이 고객지향성에 미치는 영향: 능동조절과 회복탄력성의 매개역할을 중심으로

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Emotional Labor, Surface Acting, Deep Acting, Active Regulation, Resilience, Customer Orientation
This study attempted to confirm whether negative emotions induced by patients induce emotional labor in nurses. In addition, after dividing emotional labor into surface acting and deep acting, the effects of these two factors on customer orientation through active regulation and resilience were considered. The analysis results are as follows. First of all, both surface acting and deep acting were found to have a significant effect
on active regulation. However, contrary to expectations, surface acting was found to have no significant effect on resilience. In addition, it was found that deep acting had a significant effect on resilience, and active regulation and resilience also had a significant effect on customer orientation. In addition, the mediating effect on active regulation in the 'surface acting→active regulation→customer orientation' path relationship, the mediating effect on active regulation in the 'deep acting→active regulation→customer orientation' path relationship was confirmed.
Unlike previous studies, this study gave academic meaning by suggesting recovery factors that convert negative emotions such as active regulation and resilience into positive emotions in the relationship between emotional labor and customer orientation.
Alternative Title
The Effect of Emotional Labor of Nurses on Customer Orientation: Focusing on the Mediating Role of Active Regulation and Resilience
Alternative Author(s)
Da-Eun Chon
조선대학교 일반대학원
일반대학원 경영학과
Awarded Date
Table Of Contents
제1장 서론 1
제1절 문제 제기1
제2절 연구 목적 2

제2장 이론적 배경 4
제1절 감정노동 선행연구 4
제2절 감정노동과 감정조절(능동조절) 5
제3절 회복탄력성 6
제4절 고객지향성 7

제3장 연구가설 설정 9
제1절 감정노동(표면행동 vs. 내면행동)이 능동조절에 미치는 영향 9
제2절 표면행동과 내면행동이 회복탄력성에 미치는 영향 10
제3절 능동조절과 회복탄력성이 고객지향성에 미치는 영향 10
제4절 연구모형 11

제4장 연구방법 및 실증분석 13
제1절 표본설계와 자료 수집 13
제2절 변수측정 13
제3절 신뢰도 및 타당도 분석 15

제5장 가설검증 22
제1절 연구가설 검증 22
제2절 매개효과 검증 25

제6장 결론 27
제1절 연구결과 요약 및 시사점 27
제2절 연구의 한계점 및 향후 연구 28

참고문헌 29

설문지 37
조선대학교 대학원
전다은. (2022). 간호사의 감정노동이 고객지향성에 미치는 영향: 능동조절과 회복탄력성의 매개역할을 중심으로.
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General Graduate School > 3. Theses(Master)
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