서비스 종업원의 감정 표현 방식에 관한 연구

다국어 초록 (Multilingual Abstract)

Participant observation and depth interview were used in this method of research, and Employees are engaged in services by receiving emotional disharmony. Because of this, Stress builds up and they feel a sense of alienation.
Employees' fundamental pattern of emotional formation expresses their behaviors in the form of emotional _expression standard and experience psychological reaction. In the other hand, They suffer emotional deviation due to the reason of baffling emotional _expression.
Female workers who are engaged in the low-ranking service to be contacted with clients finally perform emotion control for providing service which have a value of exchange and it is defined labor under control. With this general idea, We analyse a labor process and consider why emotional labor is not recognized as a labor and is not estimated although it has importance in the labor.
The result of analysis is as follows.
Firstly, A labor process of service employees is composed of standing on the basis of a common idea ? Employees are kind and gentle .?and Service employees perform emotional labor as giving one to one service to their clients. However, Due to the character of labor organization and the lack of concrete assessment, their emotional labor is not found out.
Secondly, Even though emotional labor of service employees is not considered as concrete object, They are forced to do emotional labor through labor control. This is because emotional labor occupy an important position in the labor process of service employees and they are essential to increase production. Especially, Skin care businesses whose commercial power is keen select customer satisfaction as the point of strategy, and so emotional labor of service employees is much more compulsory.
Thirdly, Because behaviors can cause pleasure and displeasure to their clients, Workers not only control their emotion by themselves but also are a type of labor controlled by the company. Moreover, Labor are organized to adjust labor's specific emotion for meeting demand of the company, and emotional labor of on-the-spot service members occupies very important position because the quality of service can not be equalized.
Lastly, The reason why emotional labor of service employees is not found and is not estimated is the conceptual problem that is caused by not assessing labor ability but assessing physical and mental activities basically.
To sum up, Emotional labor has not been found so far, we can contribute to construction and making alternative plan of female labor experience not to stop having a general idea of female labor experiences which have not been assessed. Consequently, Making new general idea in the female problem research is really needed, and It has a meaning of initial research to keep up possibly

목차 (Table of Contents)

• 목차
• 표목차 = iii
• 그림목차 = iii
• 목차
• I. 서론 = 1
• 1. 문제의 제기 = 1
• 2. 연구범위와 방법 = 2
• 3. 논문의 구성 = 3
• II. 이론적배경 = 5
• 1. 감정노동에 대한 통제수단 = 5
• 2. 감정노동에 대한 종업원의 심리적 반응 = 8
• 3. 종업원의 감정 형성 기본적 틀 = 10
• III. 연구방법 = 12
• 1. 연구대상기업 = 12
• 2. 자료원천 = 13
• 3. 자료 분석방법 = 17
• IV. 사례연구 = 21
• 1. 거래단계별 감정 표현 규범 = 21
• 1) 접객단계 = 21
• 2) 주문 접수단계 = 22
• 3) 시술 및 마무리단계 = 23
• 4) 불만 및 처리단계 = 24
• 5) 생일 축하 선물 발송 및 추가 서비스 단계 = 25
• 6) 계산 및 인사단계 = 25
• 2. 감정표현규범의 유지수단 = 26
• 1) 모집 및 선발 = 26
• 2) 사회화 = 33
• 3) 보상 및 처벌 = 36
• 3. 감정노동 수행에 따른 종업원의 심리적 반응 = 39
• 1) 종업원들의 감정표현장소 = 39
• 2) 종업원의 감정표현 = 46
• 3) 종업원들의 규범화된 감정 표현을 저해하는 요인 = 54
• V. 맺음말 = 60
• 1. 연구결과 요약 = 60
• 2. 연구의 한계와 전망 = 62
• 참고문헌 = 64
• 영문요약 = 71