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외식산업에서 발생 가능한 감정노동 수준에 따른 감정소진과 직무만족, 조직몰입 및 이직의도의 관계
이충형(Choong Hyoung Lee),류기상(Ki Sang Ryu) 한국호텔외식관광경영학회 2014 호텔경영학연구 Vol.23 No.3
The purpose of this study is to investigate the relationships between burnout, job satisfaction, organizational commitment, and turnover intention by emotional labor level. Experimental scenarios were used to identify the relationships between these factors. The collected data were analyzed using structural equation modeling. The findings showed that the emotional labor affected all three dimensions of burnout in high level of emotional labor, but emotional labor had an influence only on emotional exhaustion at the moderate level of emotional labor. Although the causal relationship between depersonalization and job satisfaction was not significant, the effect of organizational commitment on turnover intention was significant at the moderate level of emotional labor. The effect of diminished personal accomplishment on turnover intention and the relationship between job satisfaction and turnover intention were not significant at both level of emotional labor. The implication was also suggested based on these results.