Social work public officials, as social welfare experts, perform the roles of
resource distribution, management of social welfare facilities, reinforcement of
connections and development of resources, and at the same time, perform home
visits and consultations through one-to-one relationships and management of
cases. Therefore, their turnover intention causes a vacuum in these roles or
degradation of service quality, which then has significant influence on community
welfare practices. Nonetheless, there are only a few studies on the turnover
intention of social work public officials.
This study divides Emotional Labor Performance Strategy into Surface Acting
and Deep Acting which occurs when social work public officials perform their
duties and empirically verifies negative and positive effect of Emotional Labor.
Also, this study looks at the relationships of Emotional Labor, customer
orientation, burn out and turnover intention, and then suggests directions of
improvement in theoretical, practical and political aspects by analyzing each
factor.
In order to achieve these objectives, we mailed surveys to the social work
public officials working throughout Daegu and Gyeongsangbuk-do Province (divided
into the Middle West, the East, the South and the North).
We analyzed 726 questionnaires collected of 800 questionnaires distributed. In
order to analyze them, we modeled the relationships of Surface Acting, Deep Acting, customer orientation, burn out and turnover intention in Emotional Labor
of social work public officials, and then modeled the relationships of customer
orientation, burnout and turnover intention. After we use the structure equation
model which set Surface Acting and Deep Acting in Emotional Labor as independent variables, customer orientation and burn out as intermediate variables and resultant turnover intention factor, as a dependent variable, we verify the
direct effect of Surface Acting and Deep Acting in Emotional Labor on turnover
intention and the indirect mediating effect on turnover intention through
customer orientation and burn out.
The results of this empirical survey are as follows. the results of this study
show Surface Acting and Deep Acting in Emotional Labor don't have a direct effect on turnover intention. On the other hand, customer orientation and burn out have a mediating effect between Surface Acting and Deep Acting in Emotional Labor and turnover intention.
First, regarding the effect of Emotional Labor on burn out, analysis result
suggests that the higher Surface Acting in Emotional Labor is, the higher burn
out is, and that the higher Deep Acting in Emotional Labor is, the lower the burn
out is. Second, analysis result of the effect of Emotional Labor on customer
orientation suggests that the higher Deep Acting in Emotional Labor is, the
higher customer orientation is, but that Surface Acting in Emotional Labor has no
effect on customer orientation. Third, analysis result of the effect of customer
orientation on turnover intention suggests that the higher customer orientation
is, the lower turnover intention is. Fourth, the result of analyzing of the
effect of burn out on turnover intention suggests that the higher burn out is,
the higher turnover intention is. Fifth, the result of the mediating effect of
customer orientation on Emotional Labor and turnover intention suggests that Deep Acting in Emotional Labor has an effect on customer orientation and that customer orientation acts as an intermediate variable, as a result of verifying the
mediating effect that customer orientation leads to turnover intention. However,
the result doesn't suggest that Surface Acting in Emotional Labor has an effect
on customer orientation. Sixth, analysis result of the meditating effect of burn
out on Emotional Labor and turnover intention suggests that Surface Acting and
Deep Acting in Emotional Labor have an effect on burn out and act as intermediate variables of turnover intention, as a result of verifying the mediating effect that this burn out leads to turnover intention.
The results of this study signify as follows by verifying mediating effects of
customer orientation and burn out along with the combined effects of the
Acting, customer orientation, burn out and turnover intention in Emotional Labor
of social work public officials, and then modeled the relationships of customer
orientation, burnout and turnover intention. After we use the structure equation
model which set Surface Acting and Deep Acting in Emotional Labor as independent variables, customer orientation and burn out as intermediate variables and resultant turnover intention factor, as a dependent variable, we verify the
direct effect of Surface Acting and Deep Acting in Emotional Labor on turnover
intention and the indirect mediating effect on turnover intention through
customer orientation and burn out.
The results of this empirical survey are as follows. the results of this study
show Surface Acting and Deep Acting in Emotional Labor don't have a direct effect on turnover intention. On the other hand, customer orientation and burn out have a mediating effect between Surface Acting and Deep Acting in Emotional Labor and turnover intention.
First, regarding the effect of Emotional Labor on burn out, analysis result
suggests that the higher Surface Acting in Emotional Labor is, the higher burn
out is, and that the higher Deep Acting in Emotional Labor is, the lower the burn
out is. Second, analysis result of the effect of Emotional Labor on customer
orientation suggests that the higher Deep Acting in Emotional Labor is, the
higher customer orientation is, but that Surface Acting in Emotional Labor has no
effect on customer orientation. Third, analysis result of the effect of customer
orientation on turnover intention suggests that the higher customer orientation
is, the lower turnover intention is. Fourth, the result of analyzing of the
effect of burn out on turnover intention suggests that the higher burn out is,
the higher turnover intention is. Fifth, the result of the mediating effect of
customer orientation on Emotional Labor and turnover intention suggests that Deep Acting in Emotional Labor has an effect on customer orientation and that customer orientation acts as an intermediate variable, as a result of verifying the
mediating effect that customer orientation leads to turnover intention. However,
the result doesn't suggest that Surface Acting in Emotional Labor has an effect
on customer orientation. Sixth, analysis result of the meditating effect of burn
out on Emotional Labor and turnover intention suggests that Surface Acting and
Deep Acting in Emotional Labor have an effect on burn out and act as intermediate variables of turnover intention, as a result of verifying the mediating effect that this burn out leads to turnover intention.