특급호텔직원의 감정노동과 직무스트레스가 소진에 미치는 영향

다국어 초록 (Multilingual Abstract)

The purpose of this study was to investigate the influence of the employees perception of emotional labor and job stress on burnout in hotels. The questionnaire was distributed over a three weeks period from April 1st 2007 to April 20th 2007. Of the 300 distributed questionnaires 261 copies were used in the analysis to give a response rate of 87.0 percent. The results of the study were as follows. Firstly, Emotional dissonance exerted a significant positive influence on a well-integrated relationship while, emotional effort did not have an statistic impact on a well-integrated relationship. Secondly, Emotional effort positively affected an illogical orders of a senior official however Emotional dissonance did not affect an illogical orders of senior official. Thirdly, Emotional dissonance had an negative impact on process justices of a firm while, emotional effort did not statistically affect the process justices of a firm. Fourthly, The expected relation between emotional dissonance and excess of work load was supported by the positive path coefficient. However, emotional effort did not exert a statistically significant influence on excess of work load. Finally, process justices of firms had an negative impact on burnout.

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