호텔근로자의 감정근로와 소진증상 및 자아통제력의 조절효과에 관한 연구 = A Study on the Modification Variable of Emotional Labor and Experience Burnout by Self Monitoring of Hotel Employees

국문 초록 (Abstract)

본 연구는 호텔근로자의 감정근로가 소진현상에 어떠한 영향을 미치며, 이 과정에서 개인의 자아통제 능력에 대한 조절변수의 영향을 확인해 보는 것을 목적으로 하고 있다. 분석결과 근로자의 감정근로의 수준이 높게 나타났으며, 인구통계학적 요인에 따라서 조직에서 요구하는 표현규칙, 즉 감정근로의 지각수준은 상이하게 나타났다. 또한 감정근로의 영향력을 측정하는데 정서적 고갈, 탈 인격화 및 성취감 저하의 순으로 모델에 대한 설명력은 증가하며, 소진증상을 야기 시키는 주요 요인은 내면적 행동보다는 표면적 행동인 것으로 분석되고 있다. 마지막으로 호텔근로자의 감정근로와 소진증상에서 자아통제력의 조절효과는 인정되며, 표면적 행동이 내면적 행동에 비해 조절효과에 대한 영향력은 높게 나타났다. 특히 표면적 행동에 따른 정서적 고갈에 대한 조절효과가 가장 높게 나타나고 있다. 따라서 감정근로는 호텔의 경쟁력을 결정하는 중요한 요인이므로 적성에 적합한 직무배치, 사회적 지원 등과 더불어 상황에 따른 자기관찰 및 분석능력 등을 통해 감정통제를 위한 자기관리 능력을 향상시킬 수 있는 프로그램의 도입이 시급히 요구된다.

다국어 초록 (Multilingual Abstract)

In this study, the effect of predisposing factors of emotional labor and emotional labor that hotel industrial employees experience from their work on the burnout is closely analyzed. Also, this study considered the fact that even if the emotional labors might realize their emotional labor, the degree will be different depend on the level of self-monitoring. At this point, researcher analyzed how the control factors which regulate the relationship between factors affect employees’ burnout. Because if the level of individual worker’s self-monitoring ability, the level of emotional labor decreases and organizational achievement and individual health improves.
Accordingly, this study provides useful data which can be used for framing a policy to minimize the risk which are caused by the both of individuals’ and hotel enterprises’ emotional labor. The purpose of this study is to contribute to reach the goal of hotel enterprises efficiently by having company’s competency through keeping the emotion workers healthy and ensuring the hotel service satisfaction of customers.

목차 (Table of Contents)

• Ⅰ. 서론
• Ⅱ. 이론적 고찰 및 가설설정
• Ⅲ. 연구의 설계와 방법
• Ⅳ. 가설검증
• Ⅴ. 결론
• 참고문헌
• Abstract

참고문헌 (Reference)

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