서비스 종업원의 감정적 노동의 선행 및 결과변수에 대한 연구 = The Antecedents and Consequences of Service Employee`s Emotional Labor

다국어 초록 (Multilingual Abstract)

In this research, emotional labor theories are extended by developing and testing a theoretical model of the effect of work overload on service employee emotional exhaustion, which subsequently increases job satisfaction and organizational commitment. We also suggested emotional labor (surface and deep acting) as a mediators between work overload and emotional exhaustion. Further, the study examines the moderating effects of job insecurity on relationships between emotional labor and emotional exhaustion. Using the sample of 518 service employees in the bank industries, this study shows that employee`s work overload negatively influences on deep acting and positively influences on surface acting. Results also indicate that each type of emotional labor differentially influence employees` emotional exhaustion, which decrease employee`s job satisfaction and organizational commitment. Moderating effects of job insecurity are supported.