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감정부조화, 심리적소진 및 고객지향성간의 관계: 자기효능감의 조절효과을 중심으로-여행사 종사원들을 대상으로-
최병익 ( Byung Ik Choi ),송기현 ( Kee Hyun Soog ),최용이 ( Woong Yi Cho ) 한국관광산업학회 2014 Tourism Research Vol.39 No.1
As customer satisfaction, gaining profit and service organization`s goal, are achievby service employee. it can be said the success or failure of the business often depends on the management of service encounter emploees. Therefore the aim of this study is to identify how the travel agency employee`s emotional dissonance affects to job abd to investigate how self-efficacy as a adjustment variable works on the relation between job burnout and customer orientation. The study result is summarized as below. First, by the result of the analysis, emotional dissonance was positively associated with job burnout. Second, by the result of the analysis performed to investigate how job burnout affects to customer orientation, it is shown that burnout is negatively associated with customer orientation. Thirdly, the result shows that emotional dissonance affects to customer orientation negatively. Fourth, It is shown that self-efficacy performed as an adjustment role between job burnout and customer orientation. Regarding to overall results, it also should be considered to try extra both indirect and direct compensation program in term of internal marketing. Emotional labor has been a factor manager often overlooked, but with applying fair appraisal and compensation program, employee also improve their fairness about job and compensation control. It is so expected to compensation program perform the roles as a mitigative against many critical negative effects such as emotional dissonance and job burnout of emotional labor performer.
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