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호텔 종사원이 지각하는 표현요구가 감정노동, 직무소진 및 직무만족에 미치는 영향 연구
이혜미(Hye Mi Lee),한진수(Jin Sul Han) 한국호텔외식관광경영학회 2014 호텔경영학연구 Vol.23 No.3
Since service quality employees provide to customers plays an important role in customer satisfaction, positive image of the company, and profit creation of the company, it is important to manage not only external customers but internal customers. Aware of the need to do research on emotional management of employees, this study did research using as research objects employees of the special first class hotels in Seoul. Hotel business is a typical service industry, and the service provided by hotel employees is highly dependent on their emotions. Based on existing research, this study formulated 7 hypotheses, and empirically analyzed the relationships among the following variables: emotional expression request, emotional labor, job burnout and job satisfaction. The analysis revealed the following findings: Positive emotional expression request for emotional expression has significant positive (+) effects on surface acting and deep acting of emotional labor, supporting hypothesis 1 and 2; Negative emotional repression request affects significantly and positively (+) surface acting of emotional labor, but not significantly deep acting, supporting hypothesis 3 only; Though surface acting of emotional labor has a significant positive (+) effect on job burnout, there is no causal relations between deep acting and job burnout, supporting hypothesis 5; Job burnout proves to have a significant negative (-) effect on job satisfaction, supporting hypothesis 7.
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