직무요구-소진과정에서 감성지능의 조절효과 - 관광업체 종사원을 중심으로 = Moderating Effects of Emotional Intelligence on the Relationships between Job Demand and Burn-out: Focused on Tourism Employees

국문 초록 (Abstract)

  본 연구의 목적은 관광업체 종사원의 직무요구로 인해 발생한 역할스트레스 요인과 소진간의 관계에 영향을 미치는 감성지능의 조절효과를 파악하는데 있다. 본 연구의 결과를 요약하면,<BR>  첫째, 직무요구로 인한 역할스트레스가 소진에 유의한 영향을 미칠 것이라는 가설을 검증한 결과 관광 업체 종사원의 역할스트레스 요인(역할과부하, 역할갈등, 역할모호성)들이 소진(감정고갈, 비인격화, 개인 성취감저하)에 유의한 영향을 미치는 변수로 나타났다. 둘째, 역할스트레스와 소진과의 관계에서 감성지능(감성인식, 감성표현, 감성조절, 감성활용)의 조절역할을 검증하였는데 검증결과 소진을 예측하는데 있어 감성인식과 감성표현이 조절효과를 지니고 있는 것으로 나타났다.<BR>  관광업체의 특성상 고객에 대한 신속하고 친절한 응대는 매우 중요하다. 따라서 소진증상의 출현은 관광업체 종사원들에게 요구되는 태도와 행동이 부정적으로 나타날 가능성이 매우 높으므로 이를 예방, 관리하고 감성지능을 높일 수 있는 방안을 찾는 노력이 매우 중요하다 하겠다. 이러한 측면에서 본 연구 결과가 관광업체 조직에서 종사원들의 직무요구로 인한 역할스트레스와 소진현상을 완화시키는 방안을 찾는데 이용될 수 있을 것으로 기대한다.

다국어 초록 (Multilingual Abstract)

  Generally, tourism employees, doing direct and frequent contact with customer, perform the business which is in need of reciprocal action with customer. So, it will be expected that tourism employees highly experience insensibility or physical and mental burn-out symptoms to customer. The purpose of this study is to comprehend the moderating effects of emotional intelligence on the relationships between job demand and burn-out in tourism business. The results showed as follows; First, tourism employees"s the role stress factors such as role overload, role conflict and role dissonance effect critically on burn out. Second, the cognition and expression of emotion among emotional intelligence factors have a moderating effect on the relationship between role stress and bunn-out, A speedy and kind response to customer in tourism is very important attribution. In terms of managing the symptom of burn-out of tourism employee, I hope that this results will be used efficiently to find the way defusing role stress and burn-out of tourism employees.

목차 (Table of Contents)

• 국문초록
  Ⅰ. 서론
  Ⅱ. 이론적 배경
  Ⅲ. 실증분석
  Ⅳ. 가설검증
  Ⅴ. 결론
  참고문헌
  〈Abstract〉
  

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