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표면행동과 심층행동이 감정부조화에 미치는 영향 -서비스 상호작용 유형별 차이를 중심으로-
김양기 ( Yang Gi Kim ),이원강 ( Won Gang Lee ) 한국관광산업학회 2013 Tourism Research Vol.38 No.2
Since the seminal work of Hochschild(1983), the impact of emotional labor strategies on emotional dissonance has been the main issues of scholarly work on emotional labor. A number of important questions remain to be not answered. The purpose of this study is to explore the impact of emotional labor strategies on emotional dissonance between two groups having different service interaction styles. Following the classification of Gutek(1995) service interaction styles, the survey was conducted in coffee shop employees, fast food outlet employees(service encounter style) and hair designers(service relationship style). Our result showed that the more deep(surface) acting, the less(more) emotional dissonance in the case of service relationship style group(with the visa verse in encounter style group)Our result recommends that the service industry needs to specify their display rules suitable for its service interaction style. in other words, for the employees of the service relationship style departments(hair shop), the deep acting is recommended.