카지노 직원의 감정노동이 직무소진과 직무만족에 미치는 영향 = 3개 지역 소재 카지노 업체를 대상으로

다국어 초록 (Multilingual Abstract)

The aim of this study is to look into the emotional labor felt by the casino personnel, whose contact frequency with customers is high in service business, and what effect of their emotional labor has on their job exhaustion and job satisfaction. On the basis of such research results, this study is going to propose a suggestive plan for the casino personnel human resources administration and internal marketing. In an effort to achieve this study goal, this study selected 9 casino businesses which showed a favorable response to this study-intended survey by contacting the persons in charge in casino businesses by phone for four weeks from March 21, 2011 until April 17, 2011; then, this study distributed a total of 810 copies of questionnaires to the selected 9 businesses and collected 507 copies of questionnaires[collection rate: 62.6%]by post and email, and used the 499 copies for empirical analysis excluding the 8 copies which were thought to be hard for analysis due to their high missing value. The research results of this study are summed up as follows: First, the emotional labor of a casino personnel was found to have a significant influence on job exhaustion, Second, the emotional labor of a casino personnel was found to have a significant influence on job satisfaction, Third, the job exhaustion of a casino personnel was found to have a significant influence on job satisfaction.