리조트 직원의 감정노동이 감정고갈에 미치는 영향 -사회적 지원의 조절효과- = Effect of Resort Employees` Emotional Labor on Emotional Exhaustion -The Moderating Role of Social Support-

다국어 초록 (Multilingual Abstract)

It is a common knowledge that front-line employees at a resort frequently encounter demanding and difficult customers. Although it is not a pleasant experience, resort service agents are often required to be polite and smile in front of the customers. Emotional labor takes place in this kind of service work situation. Emotional labor exists and has significant impacts on individual and organizational outcomes, ranging from employee health and psychological well-being, to customer service performance and customer satisfaction. The purpose of this study is to investigate connections among emotional labor, emotional exhaustion, and moderating effect of social support based on the findings of previous studies. Survey data were collected from 510 resort employees. The results of this study are summarized as follow: First, the test results of a hypothesis on connections between emotional labor and emotional exhaustion show significance connections with independent and outcome variables. As a result, surface acting was positively related to emotional exhaustion, but deep acting was negatively related to emotional exhaustion. Secondly, moderating effects of supervisor support were tested in relations between emotional labor and emotional exhaustion. As a result, supervisor support had moderating effect on the relationship between deep acting and emotional exhaustion and no influence on relations between surface acting and emotional exhaustion. And co-worker support had moderating effect on the relationship between surface acting and emotional exhaustion and no influence on relations between deep acting and emotional exhaustion. Finally, theoretical and practical implications from the results were discussed.