감정노동, 내재적 특성, 사회적 지지가 소진 및 고객지향성, 조직유효성에 미치는 영향 : 카지노 직원을 대상으로 = Influence of Emotional Labor, Intrinsic Nature, and Social Support on Exhaustion, Customer Orientation, and Organizational Effectiveness

다국어 초록 (Multilingual Abstract)

The purpose of this study is to seek for the solution to be used by at a casino business and to suggest implications by examining what influence of the emotional labor, intrinsic nature, and social support, which occur in the process of casino employees' doing duties, has on their exhaustion, and by generally analyzing the influential relations, in which what influence has on casino employees' customer orientation and organizational effectiveness through such exhaustion, by means of the structural equation model.
Such research purposes are summed up as follows:
First, to inquire into the influential relations in which the emotional labor, intrinsic nature, and social support perceived by casino employees have an influence on their exhaustion
Second, to inquire into the influential relations in which the exhaustion perceived by casino employees has on customer orientation and organizational effectiveness
Third, to contribute to the development of a casino business through the efficient organizational operation and human resources management in a casino business by suggesting theoretical and working-level implications on the basis of the drawn research findings.
The research results are summed up according to the purpose of this study as follows: First, this study was able to confirmed the differentiation and convergence validity through exploratory factor analysis, and the result of doing confirmatory factor analysis shows the satisfactory fitness on the whole. Accordingly, it was found that the relationship between compositional concept and measuring items coincided with actual data.
Second, emotional labor was found to have a significant positive effect on exhaustion.
Third, intrinsic nature was found to have a significant positive effect on exhaustion.
Fourth, it was found that social support had a significant negative effect on exhaustion.
Fifth, exhaustion was found to have a significant negative effect on customer orientation.
Lastly, exhaustion was found to have a significant negative effect on organizational effectiveness.

목차 (Table of Contents)

• Ⅰ. 서 론 = 1
• 제 1 절 문제제기 = 1
• 제 2 절 연구목적 = 3
• 제 3 절 연구방법 및 연구범위 = 4
• 1. 연구방법 = 4
• 2. 연구범위 = 5
• Ⅱ. 이론적 배경 = 7
• 제 1 절 감정노동 = 7
• 1. 감정노동의 정의 및 개념 = 8
• 2. 감정노동의 차원 = 10
• 3. 감정노동의 결과 = 12
• 제 2 절 내재적 특성 = 16
• 1. 자기효능감 = 16
• 2. 자아존중감 = 18
• 제 3 절 사회적 지지 = 19
• 1. 상사지지 = 21
• 2. 동료지지 = 22
• 제 4 절 소진 = 23
• 1. 소진의 정의 및 개념 = 23
• 2. 직무 소진의 구성요소 = 29
• 제 5 절 고객지향성 = 32
• 1. 고객지향성의 정의 및 개념 = 32
• 2. 고객지향성의 구성척도 = 35
• 제 6 절 조직유효성 = 38
• 1. 조직유효성의 정의 및 개념 = 38
• 2. 조직유효성의 평가지표 = 40
• 3. 조직유효성의 구성요인 = 43
• 제 7 절 변수간의 관계 = 48
• 1. 감정노동과 소진과의 관계 = 48
• 2. 내재적 특성과 소진과의 관계 = 50
• 3. 사회적 지지와 소진과의 관계 = 53
• 4. 소진과 고객지향성과의 관계 = 55
• 5. 소진과 조직유효성과의 관계 = 56
• Ⅲ. 연구의 설계 및 조사방법 = 60
• 제 1 절 연구모형 및 가설설정 = 60
• 1. 연구모형 = 60
• 2. 가설설정 = 61
• 제 2 절 변수의 조작적 정의 = 64
• 1. 감정노동 = 64
• 2. 내재적 특성 = 65
• 3. 사회적 지지 = 66
• 4. 소진 = 67
• 5. 고객지향성 = 68
• 6. 조직유효성 = 69
• 제 3 절 설문지 구성 = 70
• 제 4 절 조사방법 및 통계적 분석방법 = 71
• Ⅳ. 검증 및 분석결과의 해석 = 74
• 제 1 절 조사자료의 분석 = 74
• 1. 표본의 인구통계적 특성 = 74
• 2. 측정도구의 신뢰도 및 타당성 검증 = 77
• 3. 전체구성개념의 확인적 요인분석 결과 = 102
• 4. 상관관계 분석 = 102
• 5. 연구모형의 적합도 검증 = 104
• 제 2 절 가설검증 및 결과의 해석 = 107
• 1. 가설의 검증 = 107
• 2. 결과의 해석 = 110
• Ⅴ. 결 론 = 115
• 제 1 절 연구의 요약 = 115
• 제 2 절 시사점 = 116
• 1. 이론적 시사점 = 116
• 2. 실무적 시사점 = 118
• 제 3 절 연구의 한계 및 향후과제 = 121
• 참 고 문 헌 = 124
• 설 문 지 = 156
• Abstract = 162

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