감정노동의 수행방식에 따른 감정노동 및 결과변수의 지각 차이 분석 = Analysis of the perceptual Differences in the Emotional Labor and its Consequences with Respect to Coping Strategy of Employees.

다국어 초록 (Multilingual Abstract)

Emotional labor is an important element of the service product, perceived service quality, and a variety of organizational outcomes such as absenteeism, turnover, sales, and profitability in the service organization. Studies of the consequences of emotional labor have most often centered on client-focused emotional labor. Although early studies emphasize its harmful effects on emotional laborer, studies of emotional labor In a variety of occupations suggest that the consequences of emotional labor are not uniformly negative. Therefore generalizations are difficult in a body of research that examines such a variety of outcomes. However, the effects of coping strategy - surface acting, deep acting, display of genuine emotion - on the emotional labor and its consequences have been studied less often. This study explores the consequences of emotional labor with regard to coping strategy of employees. It allow understanding the reason for inconsistencies in the prior researches. Data were derived from a survey of hotel employees in the Korea and the United States. Sampling was conducted based on convenience sampling and snowballing sampling, 254 questionnaires were used for analysis. The results were as follows. First, the result of chi-square test showed the frequency distribution of coping strategy associated with nationality and sex of emotional laborer.
Second. emotional labor and job satisfaction were positively correlated, and emotional labor negatively correlated with another two variables - job stress, turnover intention. Job stress was more strongly related to emotional labor Third, there was significant difference on the extent of emotional labor with respect to coping strategy of emotional laborer.
Fourth, there were significant differences on the job satisfaction and job stress with regard to coping strategy of emotional laborer.
These results contradict some previous studies indicating that emotional labor should be studied on the that assumption various sorts of emotional labor exist.