외식업체 직원의 공감적 요소가 감정부조화와 고객지향성에 미치는 영향 = Effect of dining employee's sympathy factor to customer orientation and emotional discordance

다국어 초록 (Multilingual Abstract)

Among the modern industry, dining industry has lots of contact with customer and subsist uncountable out break factors from entering to exiting of customer. Not only customer has the emotional discordance by out break factors, but also employees, unlikely other industries. Further more, not only customer cause the emotional discordance, but also hospitality employee's standardized external image, bad communication between organization and employee, and the other problems do.
In the dining service like a restaurant, employee feel diminution of emotional discordance from illuminating ailment factor with positive perspective by holding customer's ailment accurately and catching customer's emotional feeling in advance. The reason why mentioning a sympathy for the factor of less emotional discordance is that a sympathy is the only factor to reduce continuous emotional discordance without any concern of various situation for the process of interaction with customer. The sympathy means; thinking from the other person's point of view and process of communication for sharing the other's feeling and emotion. So, that makes the main person of thinking in not starting from you, it starts from the other.
Accordingly, there are needs to find out how the composition of sympathy affects emotional discordance and customer orientation.

The purpose of this research is how sympathy factors like intelligence, emotion, expression, communication, and moral affect to dining industry employee's emotional discordance, and how these emotional discordance direct customer orientation. This research will help hiring, education and what to organize focus developing training program in dining industry, and eventually this will be the essential factor for the customer and internal customer satisfaction.
For the method of research, foundation of research was theorized by documentary researches and previous studies. Also process by established from data and verifying hypothesis through reality analysis.
This research referenced studies about composition of sympathy, sympathy through theory examination all over the world, also studies about education and social psychology. The research structure could be extracted by examining previous studies. Hypothesis was verified by data that's collected from employee of dining industry.

The research limited as family size restaurant that has more than mid-size volume and operation system with in metropolitan area. Each restaurant's full-time and part-time employee was participating in survey, and surveying method was used for collecting data.
To summarize this research, first as a result of analyzing defined variable for this research; composition of sympathy are intelligence, emotion, expression, internal factor of employee emotional discordance are impression model, and expression model. Cases of customer orientation are hospitality mind and individual is service capability.
Second, as a result of regression analysis to find out effects of customer sympathy to employee's emotional discordance are; intelligence, emotion, expression, influence positive(+) to impression model, intelligence, emotion influence negative(-) to expression model.
Third, as a result of regression analysis to find out customer sympathy to customer orientation are; intelligence, emotion, expression factors influence service mind to customer and sympathy's intelligence, expressive factor influence individual's service capability.
Forth, as a result of regression analysis to find out effects from emotional discordance or dining industry employee to customer orientation is; factor of emotional discordance as a expressive model influence negative(-) to individual's service capability.

This research indicates that the most of dining company are educate how to deal and respond to customer's claim by making a educational presentation. However, they under estimate origin portion as type of customer, sex, age, social level, and emotional parts like intelligence, emotional factors as customer sympathy.
Accordingly, develop program and train hospitality staffs how to understand customer should be the first thing to consider.
Second, restaurants are focused on increasing sales volume by various incentive, raise salary, welfare, education, training, and communication. But there are huge insufficiency study for how emotional discordance influence customer service during sales process. Emotional discordance of restaurant staff during dealing with customer need to be find out and answer are need to be prepared. So, as mention it before, developing program for checking, preventing, and effectively maintaining employee's emotional discordance level is necessary.

목차 (Table of Contents)

• 제1장 서 론 1
• 제1절 연구의 배경 1
• 제2절 연구의 목적 5
• 제3절 연구의 방법 및 범위 6
• 제2장 문헌 고찰 8
• 제1절 공감 8
• 1. 공감의 개념 8
• 2. 인지적 요소 11
• 3. 정서적 요소 16
• 4. 표현적 요소 19
• 5. 의사소통적 요소 20
• 제2절 감정부조화 22
• 1. 감정노동의 개념 22
• 2. 감정부조화의 개념 25
• 3. 감정부조화의 영향 요인 26
• 1) 조직규범 26
• 2) 직무특성 27
• 3) 개인적 특성 27
• 4) 상호작용 28
• 제3절 고객지향성 29
• 1. 고객지향성의 개념 29
• 2. 고객지향성의 결과 요인 32
• 3. 고객지향성의 선행 연구 35
• 제4절 공감, 감정부조화 및 고객지향성간의 관계 38
• 1. 공감과 감정부조화의 관계 38
• 2. 공감과 고객지향성간의 관계 39
• 3. 감정부조화와 고객지향성간의 관계 40
• 제3장 연구 설계 42
• 제1절 연구 모형 42
• 제2절 연구 가설 44
• 제3절 조사 설계 및 분석 방법 47
• 1. 표본 설계 47
• 2. 변수의 조작적 정의 49
• 1) 공감 49
• 2) 감정부조화 50
• 3) 고객지향성 51
• 3. 설문지의 구성 51
• 4. 분석 방법 54
• 제4장 실증 분석 55
• 제1절 표본의 일반적 특성 55
• 제2절 가설 검증을 위한 예비 분석 57
• 1. 외식업체 직원의 공감적 요소에 관한 요인 분석 및 신뢰도 분석 57
• 2. 감정부조화의 요인 분석 및 신뢰도 분석 59
• 3. 외식업체 직원의 고객 지향성에 관한 요인 분석 및 신뢰도 분석 61
• 제3절 가설 검증 63
• 1. 외식업체 직원의 고객에 대한 공감이 감정부조화에 미치는 영향 63
• 2. 외식업체 직원의 고객에 대한 공감이 고객지향성에 미치는 영향 66
• 3. 외식업체 직원의 감정부조화가 고객지향성에 미치는 영향 68
• 4. 가설 검증 및 요약 70
• 제5장 결론 71
• 제1절 연구의 요약 71
• 제2절 시사점 73
• 제3절 연구의 한계점 및 연구방향 77
• 참고문헌 79
• 1. 국내 문헌 79
• 2. 국외 문헌 81
• 설문지 89
• ABSTRACT 94