Factors Affecting Perception of Subway Service Workers' Emotional Labor

Abstract

This research aimed at investigating factors affecting perception of service workers' emotional labor in charge of the public service in the subway station. For this purpose, this research conducted frequency and percentage, mean and standard deviation, t-test, ANOVA and multiple regression analysis with data of 881 workers at the business management office in charge the public service among Urban Railway Corporation employees in S City, Korea. As a result of this research, subway workers' perception of their emotional labor was different according to gender, experience of negative emotions, and psychology; and variables such as experiences of physical and verbal abuse, disregard of their personality and interpersonal sensitivity psychology accounted for 17.2% of the perception of emotional labor. Mental health promotion programs are needed to be offered to the service workers in the future to alleviate the experience of negative emotional labor coming from relations with consumers.