This study was conducted to develop a plan for emotional labor of clinical dental hygienists by understanding the factors affecting their emotional labor. Self-administered questionnaires were distributed to 293 dental hygienists who worked in dental hospitals and clinics located in Busan and Gyeongsangnam-do from June to September in 2013. The questionnaire items used in this study consisted of 5 items of general characteristics, 2 items of characteristics related to turnover, and 9 items of emotional labor. t-test, ANOVA, and multiple regression analysis were performed using the SPSS Statistics ver. 17.0 for Windows program for data analysis. The average level of the study subjects was 69.85±12.82. With regard to the emotional labor according to the general characteristics, the frequency of emotional expressions (p<0.037) showed significant differences in the marital status. The workplace showed significant differences in the frequency of emotional expressions (p<0.001), attentiveness of emotional expressions (p<0.002), emotional dissonance (p<0.032), and total (p<0.001). The turnover intentions showed significant differences in the frequency of emotional expressions (p<0.001), attentiveness of emotional expressions (p<0.001), emotional dissonance (p<0.001), and total (p< 0.001). As a factor affecting emotional labor, turnover intention (p<0.001) and workplace (p<0001) had an effect on emotional labor. The results showed that turnover intention and workplace were associated with the emotional labor of dental hygienists. There is a need to develop an emotional education program to make it possible to effectively manage emotional labor of dental hygienists for providing high-quality medical services of dental institutions.
Objectives: The purpose of this study is to develop a coping plan for verbal abuse in dental hygienists, to improve work environment and performance ability and to offer basic data for reducing turnover rate through surveying verbal abuse degree that dental hygienists experience, and through grasping its effect on job stress, turnover intention and burnout. Methods: A questionnaire survey was conducted from November 18, 2019 to December 6, 2019 targeting 215 dental hygienists who are working at dental hospitals and clinics where are located in Gyeongnam and Busan Metropolitan City. The results are as follows. Results: The verbal abuse in dental hygienists was indicated to be in order of the verbal abuse from patients with 2.00±0.78, the verbal abuse from doctors with 1.91±0.78, and the verbal abuse from Yokefellow with 1.88±0.79. A type of verbal abuse was shown to be the largest in ‘I ve ever been spoken informally. As a result of having analyzed general characteristics, a dentist s verbal abuse was significant in workplace and turnover experience And the verbal abuse was significant in work placeas for turnover intention and in service career as for job stress and burnout. All in the verbal abuse from dentists, the verbal abuse from Yokefellow and the verbal abuse from patients showed statistically significant positive correlation with job stress, turnover intention and burnout. Accordingly, the dental hygienists appeared to have higher job stress, turnover intention and burnout in the more experiences of verbal abuse from patients. Conclusions: To help dental hygienists effectively cope with verbal violence, development of situational manuals and training of programs for prevention and arbitration of verbal violence is necessary.
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