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        문화기반시설 서비스 인력의 감정노동과 소진

        한지희(Han, Ji Hee),우사랑(Woo, Sa Rang),한주희(Hahn, Ju Hee) 한국서비스경영학회 2015 서비스경영학회지 Vol.16 No.3

        As the service employees grow in number in accordance with the rapidly growing cultural and arts industry, emotional labor becomes a more and more prevalent component of culture and arts service section. Since the concept of emotional labor was first introduced by Hochschild(1983), there have been many researches that investigated the mediator and the moderator of emotional labor and burnout. This study is aimed to examine the moderated effects of emotional intelligence(self-emotional appraisal, other"s emotional appraisal, regulation of emotion, use of emotion) in relationship of emotional labor(surface acting, deep acting) and burn-out(exhaustion, depersonalization) which service employee in the cultural facilities. In order to conduct the research, The survey period took place from 1 July to 10 July 2015, 206 questionaries were distributed to service employees in cultural facilities in Seoul, 203 questionaries were completed and used. Their search findings were summarized as follows. First, the surface acting was positively related to cultural facilities service employee"s burnout(exhaustion and depersonalization). Contrastively, the deep acting wasn"t related to burnout. In addition, employment type was proven to effects burnout. Second, cultural facilities service employee"s self-emotional appraisal and other"s emotional appraisal were related to emotional labor and burnout. However, regulation of emotion and use of emotion were not related to emotional labor and burnout. Third, cultural facilities service employees who play surface acting causes more burnout, lower self-emotional appraisal and other"s emotional. Meanwhile, Cultural facilities service employees who play deep acting induces lower burnout, more self-emotional appraisal and other"s emotional.

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