고객불량행동이 직무소진에 미치는 영향에 있어서 긍정심리자본의 조절효과: 의료기사를 대상으로
The Moderating Effect of Positive Psychological Capital in the Effect of Customer Badness Behavior on Job Burnout: Focused on Medical Technicians
지재훈, 허성은,
소속 상세정보
지재훈 ( Ji Jae-Hoon ) - Inje University Graduate School Department of Public Health
허성은 ( Heo Seong-Eun ) - Silla University Department of Dental Hygiene
Abstract
Objectives: This study tested the moderating effect of positive psychological capital on the effect of bad customer behavior on job burnout.
Methods: After conducting a survey for about 20 days from November 2020 on medical technicians working at medical institutions in the Busan area, the final data of 194 people were analyzed using the SPSS 27.0 program.
Results: Customer defect behavior was found to have a positive (+) effect on job burnout, and it was tested that optimism, resilience, and hope positively control the relationship between the two variables among the sub-factors of positive psychological capital in the causal relationship between customer defect behavior and job burnout.
Conclusions: Therefore, it is judged that this study will serve as basic data for an effective human resource management plan.
키워드
Customer badness behavior; Hope; Job burnout; Medical technicians; Optimism; Positive psychological capital; Resilience
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