호텔기업 종사원의 감정노동이 직무스트레스와 소진에 미치는 영향

국문 초록 (Abstract)

호텔종사원을 대상으로 한 감정노동의 개념은 이론적ㆍ실증적으로 매우 중요하나 아직까지 연구가 미미하다. 따라서 본 연구는 호텔종사원의 감정노동이 직무스트레스, 소진에 어떠한 영향을 미치는지를 살펴보고자 가설을 설정하였다. 가설검증을 위해 서울지역 특급호텔 종사원을 대상으로 회수된 설문지 330부를 실증분석에 이용하였으며, 그 결과는 다음과 같다.
첫째, 호텔종사원의 감정표현 주의정도, 감정표현 빈도, 감정부조화는 직무스트레스에 정(+)의 영향을 미치는 것으로 나타났다. 둘째, 감정표현의 빈도, 감정부조화는 소진에 정(+)의 영향을 미치는 것으로 나타났다. 셋째, 직무스트레스는 소진에 정(+)의 영향을 미치는 것으로 나타났다. 이러한 결과는 호텔산업에 있어서 유용한 시사점을 제공해 줄 것이다.

다국어 초록 (Multilingual Abstract)

Though the concept emotional labor in hotel employees is very important in the theoretical and practical perspective, the extant study has not yet studied. Based on the existing literature on the effects of emotional labor, including job stress and burnout, the hypotheses were suggested and date analyses were performed to verify these hypotheses. Data gathering were performed by self-administered questionaries on the samples of 330 hotel employees in Seoul.
Finding were as Following. Firstly, attentiveness to required display rules, variety of emotional display rule, emotional dissonance was positively relatively to job stress. Secondly, variety of emotional display rule, emotional dissonance was positively relatively to burnout. Thirdly, job stress was positively relatively to burnout. The result of this study will be helpful for the hotel industry which gave needs to establish the marketing strategies.

목차 (Table of Contents)

• 요약
• Abstract
• Ⅰ. 서론
• Ⅱ. 이론적 배경
• Ⅲ. 연구설계
• Ⅳ. 실증분석 결과 및 해석
• Ⅴ. 결론 및 제언
• 참고문헌
• 저자소개

참고문헌 (Reference)

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