외식기업 종사원의 사회적 지원과 자아존중이 서비스 제공수준에 미치는 영향 : 감정노동과 소진현상을 변수로

다국어 초록 (Multilingual Abstract)

The hotel food service business has relatively higher dependence on personal service and its service is provided by well trained employees and in turn, by those employees it can extract positive responses from customers. It is just service level of employees that determines service quality and increases customer satisfaction in the process of interaction between customers and service. Owing to the importance of employees' service, the hotel gets to require its employees to offer the best service for its customers but it can lead job stress in those employees.
Like this the employees in the hotel food service business can meet the job unsatisfaction and provide decreased service quality resulting from psychological burnout and emotional labor stress during the work and by their role. This can be the origin of customer unsatisfaction and produce ineffective operation of hotel food service business. In spite of the importance of emotional labor and burnout phenomenon, there is lack of researches regarding the relationship among employees' emotional labor, burnout, and service quality.
Reviewing the precedent researches, especially, they address that the emotional labor perceived by employees can operate as a factor to decease service quality and bring about burnout phenomenon. However it is difficult to find the researches which verified or established the relationship between emotional labor and burnout phenomenon empirically. In addition, there is scarce of researches for correlation connected as "social support․self-respect/ emotional labor ？？ burnout phenomenon ？？ job attitude and service quality".
Therefore I consider that this is the time to study emotional labor and burnout phenomenon considering social support and self-respect of employees in hotel and food service business that can be easily exposed to emotional labor. As the factors of emotional labor and outcome it needs to identify the relationship between the service quality perceived by customers and the actual service quality at the contact point of job satisfaction and practical service site.
The purposes of this study based on its necessity are as followings.
First, analyse the correlation among "social support, self-respect ？？ burnout phenomenon", "emotional labor ？？ burnout phenomenon", "emotional labor ？？ job attitude, and service quality", and "burnout phenomenon ？？ job attitude and service quality". With this, investigate the social support and self-respect to control emotional labor, and suggest a practical plan that can be applied to the actual service of hotel and food service business.
Second, select the measuring elements of emotional labor through systematic analysis on measuring factors (antecedents) of emotional labor and then analyse them.
Third, identify the relationship between emotional labor and burnout phenomenon. For this purpose, analyse the correlation among emotional labor, emotional exhaustion, depersonalization and decrease of personal attainment.
Fourth, identify the correlation among emotional labor․burnout phenomenon, job attitude, and service quality. For this purpose, identify the effect of employees' emotional labor and the burnout phenomenon on their job attitude and service quality.
To accomplish these purposes, I chose a division of food service business in the best top hotels located in Seoul as the subjects of the empirical survey. To distribute the questionnaires evenly to the employees in hotel food service business I chose 18 best to hotels located in Seoul and for each division of food service business I distributed 45 questionnaires. And then 654 responses were collected out of total 810 and finally 630 were used in the analysis.
When investigating the analysis on the route, "social support, self-respect ？？ emotional labor, burnout phenomenon ？？ job attitude, service quality", I found that there was negative relationship in 'social support ？？ burnout phenomenon' route. In the route 'self-respect ？？ burnout phenomenon', there was significant negative relationship. But in the case of the route, 'emotional labor ？？ burnout phenomenon', there was significant positive relationship.
In the route, 'burnout phenomenon ？？ job attitude', there was found negative relationship and in the route, 'burnout phenomenon ？？ service quality' there was found significant negative consequence. There was also significant positive relationship among emotional labor, job attitude, and service quality.
In the aspect of indirect effect, there was positive correlation between social support and service quality, and also between social support and job attitude. When investigating the self-respect it had positive effect on service quality and job attitude.
In summarizing the result of verifying the regression, employees' emotional exhaustion and depersonalization factors were effected by social support (from friends and acquaintances), assistance from seniors and co-workers, and their encouragement while decrease of personal achievement was effected significantly by the support from acquaintance in negative way. In the case of employees' emotional exhaustion, all of the factors of psychology and consequence influence on it in a negative way, while the relationship between emotional labor factors and exhaustion factors as well as emotional exhaustion and depersonalization had positive influence each other significantly. The relationship between emotional labor and service quality showed negative interaction, and also the service quality and excessive job load showed negative interaction but the expressive rule showed positive influence.
I suggest the followings on the base of empirical analysis.
In the aspect of academic view, first, it is reasonable to consider emotional labor as an inducing factor rather outcome variable of behavioral aspect. Second, I used the social support and self-respect as the independent variables and burnout phenomenon as the dependent variable. The social support and self-respect variables decrease burnout phenomenon of employees in food service business and sustain their job attitude, and thus they make it affordable for them to keep their will to offer the best service.
I suggest the followings as the practical view. First, regarding the burnout phenomenon like emotional exhaustion and depersonalization, the relationship between co-workers and seniors had an important role. It needs los of communication between employees to heal and manage this psychological unstableness. Second, the employees themselves have to get self-confidence for their job.
In spite of those outcomes above, there is a limit in this study. First, I set the influential variable which has effect on burnout phenomenon within social support and self-respect. I suggest that the further researches will employ and assess the physical variable like leisure activity as an influential variable. And also as the influential variables I recommend to develop integral research model including both job stress factor and non-job stress factors resulting from social relationship like family and friends as well as emotional labor.

목차 (Table of Contents)

• 제 1 장 서 론 1
• 제 1 절 문제제기와 연구목적 1
• 1. 문제 제기 1
• 2. 연구목적 5
• 제 2 절 연구범위와 방법 6
• 1. 연구범위 6
• 2. 연구방법 8
• 3. 연구의 흐름도 9
• 제 2 장 연구의 이론적 배경 10
• 제 1 절 사회적 지원과 자아존중 10
• 1. 사회적 지원(social support) 11
• 2. 자아존중(self-esteem) 14
• 3. 사회적 지원ㆍ자아존중 기능 17
• 제 2 절 외식기업 종사원의 감정노동 21
• 1. 감정노동의 개념과 중요성 21
• 2. 감정노동의 측정 26
• 3. 감정노동의 구성요인 31
• 제 3 절 외식기업 종사원의 소진현상 36
• 1. 소진의 개념과 중요성 36
• 2. 소진의 측정요소 42
• 3. 감정노동과 소진관계 47
• 제 4 절 직무태도와 서비스 제공수준 50
• 1. 직무태도 50
• 2. 서비스 제공수준 54
• 제 3 장 연구모형과 조사 설계 58
• 제 1 절 연구모형과 연구가설 58
• 1. 연구모형 58
• 2. 가설 설정 60
• 제 2 절 조사 설계 67
• 1. 조사 목적 67
• 2. 설문 구성 68
• 3. 자료수집과 분석 70
• 제 4 장 실증 분석 72
• 제 1 절 기초분석 72
• 1. 조사 대상 분석 72
• 2. 신뢰성 분석 73
• 3. 요인 분석 84
• 제 2 절 실증분석 결과 91
• 1. 연구모형의 검증 91
• 2. 가설 검증 100
• 3. 결과요약 및 시사점 113
• 제 5 장 결 론 121
• 참고문헌 126
• 설 문 지 139
• ABSTRACT 146