호텔기업의 내부마케팅이 감정노동과 직무열의에 미치는 영향: 윤리적 리더십행동의 조절된 매개효과 = The Effect of Internal Marketing of Hotel Company on Emotional Labor and Work Engagement: The Moderated Mediation Effect of Ethical Leadership Behavior

다국어 초록 (Multilingual Abstract)

The purpose of this study is to analyze the moderated mediation effect of ethical leadership behavior in the relationships among the internal marketing, emotional labor, and work engagement. Samples are collected from 242 employees of 15 hotel companies in Seoul. SPSS and Hayes' Macro analysis tool are used in order to analysis the moderated mediation effects. The results of this empirical study will be presented to the management or human resources managers to build up human resources policies to increase employees' job engagement.
The results are as follows:
There was significant moderated mediation effect of ethical leadership behavior among the internal marketing, emotional labor, that is deep acting and surface acting, and job engagement. The significance test of moderated mediation effects can know through whether the index of moderated mediation was significant or not. As the results of formal test was significant, the moderated mediation effects were existwd. That is, indirect effect of internal marketing on job engagement via emotional labor became stronger and alleviated or as ethical leadership behavior increased.

국문 초록 (Abstract)

본 연구의 목적은 호텔기업 영업부서에 종사하고 있는 조직구성원들을 대상으로 직무열의를 제고시킬 수 있는 내부마케팅, 감정노동, 윤리적 리더십의 인과관계를 실증 분석하는데 있다. 실증분석을 위한 표본 수집은 서울에 소재하고 있는 15개 특1, 2급호텔 영업부문에 종사하고 조직구성원들을 대상으로 하였다. 실증조사 분석방법으로 확인적 요인분석 및 신뢰도 분석, 상관관계분석, 조절된 매개효과분석 등을 행하였다. 또한 가설검증을 위한 분석도구로 Hayes(2013, 2015)가 조절된 매개효과분석을 위해 개발한 PROCESS Macro를 사용하였다.
가설검증결과, 내부마케팅이 감정노동 즉 심층행동과 표면행동을 경유하여 직무열의에 미치는 영향을 윤리적 리더십이 정(+)적으로 조절하는 조절된 매개효과가 나타났다. 따라서 가설 1.1과 1.2는 채택되었다. 이러한 결과를 통한 시사점을 제시하면, 호텔조직구성들의 직무열의를 제고시키기 위해서는 우선적으로 외부고객을 만족시켜 조직의 성과를 제고시키려는 노력 이전에 조직 내부 종사자들을 만족시키려는 내부마케팅을 통해 감정노동에 긍정적인 영향을 미치도록 하여야 하며, 감정노동이 다시 직무열의에 영향관계에 표면행동의 부정적인 효과를 감소시키기 위해서는 조직 리더의 윤리적 리더십행동모델이 중요하며, 또한 이러한 윤리적 리더십행동이 내부마케팅이 감정노동의 심층행동을 경유하여 직무열의에 미치는 긍정적인 측면을 더욱 강화하게 됨을 실증분석을 통해 알 수 있었다.

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