국제한국언어문화학회

Purpose: This study was attempted to identify the emotional labor and job stress levels of toll gate workers and to identify factors affecting somatic symptoms. Methods: The data collection period was from March 18, 2016 to April 8, 2016. The subjects of this study were workers at three highway toll gates in Seoul and Gyeonggi Province, and a total of 172 data were used for the final study. For data analysis, SPSS 18.0 program was used, and t-test, ANOVA, pearson correlation, and multiple stepwise regression were performed. Results: As a result of this study, it was found that the factors affecting the somatization symptoms of toll gate workers were age, employment type, sleep time, job satisfaction, job stress, and emotional labor. As a factor influencing the subject's somatization symptoms, relational conflict and workplace culture were found among the sub-factors of job stress. As a factor influencing the subject's somatization symptoms, Interpersonal conflict and Occupational climate were found among the sub-factors of job stress.As a factor influencing the subject's somatization symptoms, the sub-factor of emotional labor was customer respons. Conclusion: In conclusion, in the workplace, it is necessary to identify factors of toll-gate workers' workplace Interpersonal conflicts, improve Occupational climate to manage job stress, and to alleviate the intensity of emotional labor from customer respons.