감정노동차원이 저항행동에 미치는 영향에 관한 실증연구 = An Empirical Study on the Effect of the Dimension of Emotional Labor on the Resistant Behavior

다국어 초록 (Multilingual Abstract)

In a situation that measures to counter emotional labor are needed urgently, on a critical mind that analytical understanding of emotional labor is needed, this paper explored the effect of the dimension of emotional labor on the resistant behavior by the quantitative method empirically. For this goal, this paper made hypotheses by reviewing the result of previous researches and tested hypotheses by analysing survey data of 432 laborer in 8 occupations. The summery of results is as follow: First, as that is related with employer, dimensions of emotional labor that have the effect on passive resistant behavior and active resistant behavior all are deep acting(-) and frequency(+). Surface acting have the positive effect on only passive resistant behavior. Second, as that is related with customer, dimensions of emotional labor that have the effect on passive resistant behavior and active resistant behavior all are deep acting(-), diversity(-), service time for ordinary customer(-), frequency(+) and frequency ratio of black consumer(+). Surface acting have the positive effect on only passive resistant behavior. The suggestion of results is as follow: First, continuous study that involves not only surface acting deep acting but also other dimensions of the emotional labor is needed. Second, study that dimensions of the emotional labor that have the effect on industrial relations. Third, reducing number of customer per one laborer is important. Fourth, the diversity of emotional expression in the rule of the emotion is important.

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