소진이 직무만족과 조직충성도에 미치는 영향-고용 형태의 조절효과 검증-

손해경,윤유식 한국호텔관광학회 2013 호텔관광연구 Vol.15 No.2

This research investigated the effect of burnout i.e. emotional exhaustion, depersonalization, and reduced personal accomplishment on job satisfaction and organizational loyalty targeting hotel employees. At the same time, it analysed whether employment status showed the moderating effect among these variables. The data were collected from employees of 5-star hotels in Seoul. A total of 160 questionnaires were used for the analysis. The results of the study are as follow. Firstly, emotional exhaustion and reduced personal accomplishment among three sub-variables of burnout were found to decrease job satisfaction. Also, reduced personal accomplishment was higher than emotional exhaustion as a negative factor to bring the decrease of job satisfaction. Secondly, job satisfaction had a positive effect on organization loyalty. Thirdly, job status(permanent /temporary) showed the moderating effect in the relation between emotional exhaustion and job satisfaction, and between reduced personal accomplishment and job satisfaction. It meant that the higher emotional exhaustion and depersonalization, the lower job satisfaction within permanent employees, compared with temporary employees. In other words, permanent employees responded more sensitively to customers and were more vulnerable to emotional burnout than temporary workers. Fourth, job status(permanent /temporary) was proved to have the significant moderating effect in the relation between job satisfaction and organizational loyalty. It meant that the impact of job satisfaction on organizational loyalty varied with job status. Theoretical and practical implications were discussed on the basis of the results.

고등학생의 정신건강 및 문제행동에 영향을 미치는 요인: 사회인지진로이론에 근거하여

손해경,이혜정,김미영 한국아동간호학회 2014 Child Health Nursing Research Vol.20 No.4

목적 본 연구는 사회인지진로이론에 입각하여 우리나라 고등학생의 정신건강 및 문제행동에 영향을 미치는 요인을 규명하기 위해 수행되었다. 방법 본 연구는 2013년 11월 18일부터 29일까지, S시에 소재한 인문계 고등학교 재학생 384명(남자 186명, 여자 198명)을 대상으로 한 서술적조사연구이다. 연구도구는 개인 ∙ 배경 변인, 진로 관련 변인(진로장벽,학습경험, 자기효능감, 결과기대, 진로미결정), 정신건강 및 문제행동에관한 자기기입식 설문지였으며 수집된 자료는 SPSS 21.0 프로그램을활용하여 기술통계, 상관관계 및 다중 회귀분석을 하였다. 결과 다중 회귀분석 결과, 개인적 변인으로 스트레스 인지(t=5.12, p <.001)와 평상시 건강상태(t=-4.08, p <.001), 배경적 변인으로 학업성적(t=5.46, p <.001), 진로 관련 변인에서 진로장벽(t=10.57, p <.001)이 정신건강 및 문제행동에 유의미한 영향을 미치는 요인으로 나타났다. 결론 고등학생의 정신건강 및 문제행동의 영향요인으로 개인 ∙ 배경 변인과 함께 진로장벽을 확인하였다. 특히, 진로결정은 발달과정 동안 지속적으로 영향을 받으므로 진로를 선택하는 청소년 후기에 이를 고려한예방적, 중재적 접근이 필요하다. 본 연구결과를 토대로 청소년의 정신건강 및 문제행동 수준을 개선하기 위한 중재 개발과 학교보건 및 실무에의 적용에 기초자료로 활용될 것을 기대한다.

방문경험에 따른 관광지 이미지, 여행서비스 품질, 만족도, 행동의도간의 구조적 관계에 관한 실증적 연구: 인천 강화도를 대상으로

손해경 한국호텔관광학회 2010 호텔관광연구 Vol.12 No.1

The purpose of this study is finding out what is different between the changes of tourism image before and after visiting Ganghwa-do and analyzing the effect on the tourists' satisfaction and behavior intention by the travel service and the tourism image after visiting Ganghwa-do. The questionnaires for this study were collected by 196 tourists who visited Ganghwa-do. And the confirmatory factor analysis was conducted by utilizing SPSS 15.0(ver.) and AMOS 7.0(ver.). Besides, frequency analysis, factor analysis, reliability analysis, and Structural Equation Model(SEM) were performed to verify the hypothesis. The results show that the image before visiting can be positive influence on that after visiting. And the image after visiting affects the travel service quality and tourists' satisfaction positively. Finally, the travel service quality also has the positive effect on tourists' satisfaction and furthermore the satisfaction does on the behavior intention. Based on this result, this study will be able to help marketers related to tourism for Ganghwa-do to establish their own marketing strategies.

정서노동 통제와 수용 전략에 관한 연구 : 호텔면세점 판매직원을 대상으로

손해경,윤유식 대한관광경영학회 2012 觀光硏究 Vol.27 No.5

본 연구는 판매기업의 정서노동 통제와 판매직원의 정서노동 수용 경험에 관한 탐색적 연구다. 구체적으로 정서노동 통제와 수용 방법을 분석하였다. 이를 위하여 정서노동 관련 문헌연구를 하였고, 심층면접과 참여관찰을 병행하였다. 연구대상은 서울시내 특급호텔 면세점 2곳을 선정하여 13명의 직원을 대상으로 하였다. 기간은 2012. 07. 01 - 2012. 09. 15까지 총 75일 간 진행되었다. 연구결과를 요약하면 다음과 같다. 먼저, 기업은 직원의 정서노동 통제를 위하여 관료적 통제(Bureaucratic Control), 비가시적 원형감시 통제(CCTV, 모니터요원), 이데올로기적 통제 전략을 주로 사용하고 있는 것으로 나타났다. 다음으로 판매직원은 긍정적 환상, 자기암시, 영업장 외의 공간 활용, 회피 또는 무관심(탈 인격화), 입사 후 사회화 과정에서의 교육 등을 통하여 정서노동을 수용하고 있는 것으로 나타났다. 결과를 토대로 정서노동의 이론적, 실무적 함의를 논의 하였다. 연구의 한계는 호텔면세점만을 대상으로 하였으므로, 인/아웃바운드 관광객 대상의 모든 판매 기업에 적용하기에는 일반화에 한계가 있다. This is an exploratory research regarding both sales companies' control and employees' acceptance of emotional labor. It explored how companies control and employees accept emotional labor. After literature survey on emotional labor, the author combined depth interview with participatory observation for the goal of the study. Subjects were 13 employees working for hotel duty-free shops in Seoul. Interviews and observation were conducted from Jul. 1. 2012 to Sep. 15. 2012, total 75 days. The results were as follow. First, it showed that companies mostly used strategies of bureaucratic, invisible panopticon (e.g. CC-TV, monitors), and ideological control for the control of employees' emotional labor. Secondly, it revealed that employees accepted emotional labor through positive illusion, self-suggestion, use of backstage, avoidance or indifference(depersonalization), and socialization process after entering a company. Theoretical and practical implications were discussed on the basis of the findings. The limitation has to do with the scope of the study. It is limited for the findings to be generalized to all kinds of sales companies beyond the cases studied.

호텔 근무자들의 직무수행에서 정서변인, 소진,직무만족과의 관계연구

손해경,손대현 한국관광학회 2009 관광학연구 Vol.33 No.4

This article aims at finding emotional variables which affect the emotional labor of the service employees and to help them to participate in the emotional labor effectively through the positive or negative results of this study. Authors examined the research questions through quantitative analytic methods; employees of 19 five-star hotels in Seoul were surveyed. The survey showed that the deep acting was affected by the frequency and variety of the emotional expressions and the display rules of them. And the surface acting was found influenced by the duration and the display rules, which were the variables that affected all the aspects of the emotional burnout. Furthermore, all variables of emotional burnout were found to reduce job satisfactions

구매 전 정보탐색활동이 충동구매와 구매 후 정서반응에 미치는 영향에 관한 연구: 아웃바운드 쇼핑관광객을 대상으로

손해경,최문용 한국호텔관광학회 2010 호텔관광연구 Vol.12 No.2

Shopping is the touristic behavior which is most preferred by the tourists. The impulsive purchase makes up the most of the costs for shopping. Especially, outbound shopping tourists spend more in shopping in overseas duty free shops than in the domestic duty free shops before boarding. in this study, the relationship between pre-purchase search activities, the impulsive purchase, and the emotional reaction after the impulsive purchase was analyzed. And as the method for this study, the quantitative analytic method was carried out with the employees in the duty free shops of the five-star hotels. The verified result is summarized as follows: first, among the factors for the pre-purchase search activities, taking a risk, the pursuit of pleasure, the chase for information, the wish for renovation, and the factor toward the repetitive purchase have a positive influence on the impulsive purchase. Second, the pursuit of pleasure and the chase for information can improve the positive emotion after the purchase and the factor toward the repetitive purchase can reduce the negative emotion. Third, the impulsive purchase promotes the satisfaction and the positive emotion after the purchase, and yet lowers the negative emotion. Fourth, the positive emotion after the impulsive purchase increases the satisfaction and the negative emotion reduces the degree of satisfaction. The result of this study will be able to help the marketers connected to duty free shopping establish their own marketing strategies.

만성 알레르기 질환 아동의 어머니-의료진 간 파트너십이어머니의 아동 상태 관리능력에 미치는 영향

손해경,송효빈,김동희 한국아동간호학회 2018 Child Health Nursing Research Vol.24 No.1

Purpose: This study aimed to identify the effects of the mother-medical staff partnership on mothers’ condition management ability for children with chronic allergic diseases. Methods: A total of 109 Korean mothers caring for a child with a chronic allergic diseases, identified according to the allergic march, such as food allergy, atopic dermatitis, allergic rhinitis, and allergic asthma, were recruited from the pediatric department of a general hospital in Seoul through convenience sampling. Data were collected using structured self-reported questionnaires from August 1, 2017 to October 31, 2017. and analyzed by descriptive statistics and multiple regression using SPSS version 22.0. Results: The Mother-medical staff partnership had a statistically significant effect on mothers’ condition management ability for children with chronic allergic diseases (p<.05). Among the general characteristics, satisfaction with nursing services had a statistically significant effect on mothers’ condition management ability (p<.05). Conclusion: In conclusion, strategies to support children with chronic allergic diseases, as well as their caregivers, should consider the mother-medical staff partnership as part of a family-centered approach.

호텔 직원이 지각하는 사회적 지지 및 임파워먼트와 소진간의 영향 관계에 관한 연구

손해경 대한관광경영학회 2011 觀光硏究 Vol.25 No.6

서비스 접점에서 직원의 태도는 고객의 서비스평가에 결정적인 영향을 미치기 때문에 서비스 전달과정에서 나타날 수 있는 부정적인 측면을 사전에 예방하고 관리하는 것이 매우 중요하다. 이에 본 연구에서는 호텔 직원이 지각하는 사회적 지지와 임파워먼트가 소진에 미치는 영향에 대해 알아보았다. 아울러 근무환경이 우수한 특1급 호텔과 다소 그렇지 못한 특2급 호텔 직원을 구분하여 두 집단 간 사회적 지지와 임파워먼트가 소진에 미치는 영향에는 차이가 있는지도 함께 살펴보았다. 분석 결과 첫째, 사회적 지지(상사지지와 동료지지)는 소진(성취감 저하)의 감소에 유의한 영향을 미치는 것으로 분석되었다. 둘째, 임파워먼트의 구성요인으로 영향력ㆍ역량은 소진(성취감 저하)감소에, 임파워먼트의 구성요인인 의미감은 소진의 모든 요인에(정서적 고갈, 탈 인격화, 성취감 저하) 음(-)의 영향을 미치는 것으로 분석되었다. 셋째, 사회적 지지(상사 지지, 동료 지지)가 소진에 미치는 영향에서 특1ㆍ2급 호텔 직원 간 차이가 있는 것으로 분석되었다. 상사의 지지가 높을수록 소진이 감소되는 정도는 특1급 호텔 직원보다 특2급 호텔 직원이 더 높게 나타났다. 넷째, 영향력ㆍ역량이 소진에 미치는 영향에서 특1ㆍ2급 호텔 직원 간 차이가 있는 것으로 분석되었으나 의미감이 소진에 미치는 영향은 특1ㆍ2급 호텔 직원 간 차이가 없는 것으로 분석되었다. 분석결과에 대하여 직원의 소진 관리방안에 도움을 줄 수 있는 맥락에서 논의 하였다. It is very important to prevent and manage negative sides in advance which can occur in service transaction as an employee's attitude during service encounter has a decisive effect on customers' service evaluation. Thus this study aims to explore how social support and empowerment that hotel employees perceive influence on burnout. It also investigates whether there is a difference between two groups in regard to work environment, that is, employees of Super Deluxe Hotels and those of 2nd Deluxe Hotels in Seoul. The findings are as follows. Firstly, social support (superior support and colleague support) had a significant influence on burnout(decline of personal accomplishment). Secondly, impact and competence as components of empowerment had a negative effect on the decrease of burnout(decline of personal accomplishment) and meaning as a component of empowerment had a negative effect on all factors of burnout(emotional exhaustion, depersonalization, decline of personal accomplishment). Thirdly, it revealed a difference between employees of Super Deluxe Hotels and those of 2nd Deluxe Hotels In the effect of social support(superior support and colleague support) on burnout. The higher in support from superior, the decrease of burnout of employees in four star hotels appeared to be higher than those in five star hotels. Lastly, it showed a difference between employees of Super Deluxe Hotels and those of 2nd Deluxe Hotels in terms of influence of impact and competence on burnout, however, no difference in terms of influence of meaning between the two groups. Finally, the results were discussed in the context of providing the burnout management for employees.

아토피피부염 환아의 중증도에 따른 가족관리방식의 비교

손해경,김희순 한국아동간호학회 2016 Child Health Nursing Research Vol.22 No.4

Purpose: This study of secondary analysis aims to compare family management style according to severity in children with atopic dermatitis. Methods: A convenience sample of 109 Korean mothers caring for a child with atopic dermatitis, were recruited from the pediatric departments of two general hospitals in Seoul. Data were collected from November 1, 2015 to February 28, 2016. A structured self-report questionnaire was used. Data were analyzed using descriptive statistics, correlation analysis, and one-way ANOVA with IBM SPSS Version 22.0. Results: For family management style, condition management effort, family life difficulty, and view of condition impact were significantly different according to the severity of the atopic dermatitis in these children. Conclusion: The findings indicate that family management strategies to enhance care of children with atopic dermatitis as well as members of the family should include these significant variables in a family-centered approach.

면세점 선택속성이 고객만족과 재방문의도 그리고 추천의도에 미치는 영향 : 일본인 관광객을 중심으로

손해경,김진수 국제관광학회 2007 국제관광연구 Vol.4 No.1