호텔식음료종사원의 감정부조화, 감정고갈이 고객지향성에 미치는 영향 = Effect of Emotional Dissonance and Exhaustion on Customer Orientation for Hotel F&B Employees

다국어 초록 (Multilingual Abstract)

The purpose of this study was to examine the relationships between emotional dissonance, emotional exhaustion on customer orientation for hotel F&B employees. A total of 290 useful samples were collected from (super) deluxe hotel F&B employees in Seoul. The research model examined the relevant relationships among the research constructs by using a structural equation approach. Exploratory factor analyses identified three internal dimensions of emotional dissonance, emotional exhaustion and customer orientation All three internal dimensions of emotional dissonance distributive are positively related to positive emotional exhaustion, emotional dissonance distributive are negatively related to negative customer orientation and emotional exhaustion distributive are negatively related to negative customer orientation.

참고문헌 (Reference)

1 최가영, "호텔종사원의 소진과 선행변인에 관한 연구" 9 : 142-, 2000

2 김민주, "호텔 종사원의 감정노동이 직무관련태도에 미치는 영향" 21 (21): 129-141, 1998

3 서문식, "판매원의 감정부조화와 감정적 고갈이 고객지향성 및 고객의 서비스품질 평가에 미치는 영향" 한국마케팅학회 17 (17): 47-75, 2002

4 서창적, "서비스 메카니즘에 따른 고객지향성의 고객성과에 대한 영향" 한국품질경영학회 33 (33): 31-40, 2005

5 차길수, "서비스 기업의 인간관계관리" 대왕사 1997

6 김우진, "감정적 부조화가 직무만족과 정신적 고갈에 미치는 영향" 서강대학교 2000

7 Grandey, A., "When 'the show must go on': Surface acting and deep acting as determinants of emotional exhaustion and peer-related service delivery" 46 (46): 86-96, 2003

8 Hochschild A, R., "The managed heart" Berkeley University of California Press 1983

9 Narver, J., "The effects of a market orientation on business profitability" 54 : 245-264, 1990

10 Morris, J, A., "The dimensions, antecedents and Consequences of Emotional Labor" 21 (21): 986-1010, 1996

11 Saxe, R., "The SOCO scale: A measure of the customer orientation of salespeople" 19 : 343-351, 1982

12 abraham, R., "The Impact of Emotional Dissonance on Organizational commitment and Intention to Turnover" 133 (133): 441-455, 1999

13 Roach, S, S., "Services Under Siege The Restructuring Imperative, Harvard Business Review, (September - October)" Dow Jones-Irwin 82-91, 1991

14 Kotler, P., "Principle of marketing, 7ed" Prentice Hall 1996

15 Maslach, C., "Maslach burnout inventory-manual(2nd ed.)" Consulting Psychologists Press 1986

16 Morris, A., "Managing emotions in the workplace" 9 (9): 257-275, 1997

17 George, J., "Feeling good-doing good a conceptual analysis of the mood at work-organizational spontaneity relationship" 112 : 310-329, 1992

18 Rafaeli, A, "Expression of emotion as part of the work role" 12 : 23-37, 1987

19 Adelmen, P., "Emotional labor and employee well being" University of Michign 1989

20 Wright, T., "Emotional exhaustion as a predictor of job performance and voluntary turnover" 83 : 486-493, 1998

21 Lewing A., "Emotional dissonance, emotional exhaustion, and job satisfaction in all call centre workers" 12 (12): 366-392, 2003

22 Rutner, P., "Emotional dissonance and the information technology professional" 32 (32): 635-652, 2008

23 Middleton, D, R., "Emotional Style: The Cultural ordering of emotion" 17 (17): 187-201, 1989

24 Hochschild A, R., "Emotion work, feeling rules, and social structure" 85 : 1979

25 Chu, K., "Development and validation of the hospitality emotional labor scale" 27 : 1181-1191, 2006

26 Burke, R, J., "Correlates of psychological burnout phases among police officers" 39 : 487-502, 1986

27 Deshpande, R., "Corporate culture. Customer Orientation, and Innovativeness in Japanese Firm: A Quardrad Analysis" 57 : 23-37, 1993

28 Christina, M., "Burnout: the cost of caring" prentice-Hall 1982

29 Eddlwich, J., "Burn out stage of Disillusionment in the Helping Profession" Human Science Press 1980

30 Kim. B, S., "Alternative Model of Burnout Phase Tests of the Three MBI Dimensions, Concurrent Validity, and Utilities" The University of Georgia 1991

31 saxe, R., "A Measure of the Customer Orientation of Salespeople" 19 : 343-344, 1988