호텔기업 종사자의 감정노동이 고객지향성에 미치는 영향 = 표현규칙 지각의 조절효과를 중심으로

다국어 초록 (Multilingual Abstract)

The purposes of this study is to analyze the effects of emotional labor targeted hotel employees on customer orientation which is the ultimate goal of service firms and to examine moderating effects of display rules which is the representative of operation management between emotional labor and customer orientation. Analyzed through the research process, a summary of the results of research hypotheses, the surface acting of emotional labor has negative effects on customer orientation, while deep acting has positive effects in customer orientation. It also committed to acting of display rules as moderating variable, a positive moderation on the relationship between the surface acting and customer orientation, however, a negative moderation on the relationship between deep acting and customer orientation. Thus, the emotional labor of employees to perform their duties effectively should be managed as a significant source of customer-oriented behavior. Moreover, to achieve organizational goals in the service of firms, the individual should be the paramount consideration, and service quality can be developed through customer-oriented efforts and continuous interaction with customers.