미용실 종사자의 행동유형에 따른 감정노동이 직무스트레스에 미치는 영향 = Study of the Influence of Emotional labor f아 Hair Industry Employee's Job Stress Based on DiSC Behavior Type

다국어 초록 (Multilingual Abstract)

As the society’ s perception on the hair service is transforming and as the hair service industry is increasing in size as the businesses are growing, there is a greater need to develop the set of standards needed for the emotions that the hair industry employees express at the point of contact with customers to ensure improved service quality and to differentiate the service as well. In particular, in case of the hair industry employees, there are many instances in which individuals’ emotion is neglected or repressed due to the customer centered working environment. Thus, they are bound to experience significant amount of emotional labor while carrying out their work. Moreover, they are experiencing diverse set of job stresses due to the relationship with customers, repetitive work, long working hours and others. Accordingly, this research used DiSC Behavior Type to classify the personal characteristics of the hair industry employees, and sought to examine how emotional labor following each behavior type influences job stress. This research will hopefully provide necessary information and academic data concerning the operation of the personnel in the hair service industry field going forth, to help carry out effective HR management. As for the research method, self-administered survey method was used. Collected data was analyzed using SPSS 16.0. As for the analytical method applied to the data, they were multiple regression analysis, frequency analysis, factor analysis and reliability analysis. As a result, hair industry employees’ DiSC Behavior Type distribution was examined, which demonstrated that the share of the sociable type (Type i) which is the type that likes to socialize with others was the highest. Influence of the emotional labor by the DiSC Behavior Type on the job stress was identified. Job stress level also increased when the emotional labor level increased. The study was shown that the emotional labor following each behavior type of the hair industry employees exert different influence on the job stress. Likewise, it is necessary to carry out effective HR management that factors in the type of individuals’ behavior for the employee management.