감정노동, 내재적 특성, 사회적 지지가 소진 및 고객지향성, 조직유효성에 미치는 영향 : 카지노 직원을 대상으로 = Influence of Emotional Labor, Intrinsic Nature, and Social Support on Exhaustion, Customer Orientation, and Organizational Effectiveness

다국어 초록 (Multilingual Abstract)

The purpose of this study is to seek for the solution to be used by at a casino business and to suggest implications by examining what influence of the emotional labor, intrinsic nature, and social support, which occur in the process of casino employees' doing duties, has on their exhaustion, and by generally analyzing the influential relations, in which what influence has on casino employees' customer orientation and organizational effectiveness through such exhaustion, by means of the structural equation model.
Such research purposes are summed up as follows:
First, to inquire into the influential relations in which the emotional labor, intrinsic nature, and social support perceived by casino employees have an influence on their exhaustion
Second, to inquire into the influential relations in which the exhaustion perceived by casino employees has on customer orientation and organizational effectiveness
Third, to contribute to the development of a casino business through the efficient organizational operation and human resources management in a casino business by suggesting theoretical and working-level implications on the basis of the drawn research findings.
The research results are summed up according to the purpose of this study as follows: First, this study was able to confirmed the differentiation and convergence validity through exploratory factor analysis, and the result of doing confirmatory factor analysis shows the satisfactory fitness on the whole. Accordingly, it was found that the relationship between compositional concept and measuring items coincided with actual data.
Second, emotional labor was found to have a significant positive effect on exhaustion.
Third, intrinsic nature was found to have a significant positive effect on exhaustion.
Fourth, it was found that social support had a significant negative effect on exhaustion.
Fifth, exhaustion was found to have a significant negative effect on customer orientation.
Lastly, exhaustion was found to have a significant negative effect on organizational effectiveness.

목차 (Table of Contents)

• Ⅰ. 서 론 = 1
• 제 1 절 문제제기 = 1
• 제 2 절 연구목적 = 3
• 제 3 절 연구방법 및 연구범위 = 4
• 1. 연구방법 = 4
• 2. 연구범위 = 5
• Ⅱ. 이론적 배경 = 7
• 제 1 절 감정노동 = 7
• 1. 감정노동의 정의 및 개념 = 8
• 2. 감정노동의 차원 = 10
• 3. 감정노동의 결과 = 12
• 제 2 절 내재적 특성 = 16
• 1. 자기효능감 = 16
• 2. 자아존중감 = 18
• 제 3 절 사회적 지지 = 19
• 1. 상사지지 = 21
• 2. 동료지지 = 22
• 제 4 절 소진 = 23
• 1. 소진의 정의 및 개념 = 23
• 2. 직무 소진의 구성요소 = 29
• 제 5 절 고객지향성 = 32
• 1. 고객지향성의 정의 및 개념 = 32
• 2. 고객지향성의 구성척도 = 35
• 제 6 절 조직유효성 = 38
• 1. 조직유효성의 정의 및 개념 = 38
• 2. 조직유효성의 평가지표 = 40
• 3. 조직유효성의 구성요인 = 43
• 제 7 절 변수간의 관계 = 48
• 1. 감정노동과 소진과의 관계 = 48
• 2. 내재적 특성과 소진과의 관계 = 50
• 3. 사회적 지지와 소진과의 관계 = 53
• 4. 소진과 고객지향성과의 관계 = 55
• 5. 소진과 조직유효성과의 관계 = 56
• Ⅲ. 연구의 설계 및 조사방법 = 60
• 제 1 절 연구모형 및 가설설정 = 60
• 1. 연구모형 = 60
• 2. 가설설정 = 61
• 제 2 절 변수의 조작적 정의 = 64
• 1. 감정노동 = 64
• 2. 내재적 특성 = 65
• 3. 사회적 지지 = 66
• 4. 소진 = 67
• 5. 고객지향성 = 68
• 6. 조직유효성 = 69
• 제 3 절 설문지 구성 = 70
• 제 4 절 조사방법 및 통계적 분석방법 = 71
• Ⅳ. 검증 및 분석결과의 해석 = 74
• 제 1 절 조사자료의 분석 = 74
• 1. 표본의 인구통계적 특성 = 74
• 2. 측정도구의 신뢰도 및 타당성 검증 = 77
• 3. 전체구성개념의 확인적 요인분석 결과 = 102
• 4. 상관관계 분석 = 102
• 5. 연구모형의 적합도 검증 = 104
• 제 2 절 가설검증 및 결과의 해석 = 107
• 1. 가설의 검증 = 107
• 2. 결과의 해석 = 110
• Ⅴ. 결 론 = 115
• 제 1 절 연구의 요약 = 115
• 제 2 절 시사점 = 116
• 1. 이론적 시사점 = 116
• 2. 실무적 시사점 = 118
• 제 3 절 연구의 한계 및 향후과제 = 121
• 참 고 문 헌 = 124
• 설 문 지 = 156
• Abstract = 162

참고문헌 (Reference)

1. models, Lee, Ashforth, , 1986

2. Job burnout, Leiter, Schaufeli, , 2001

3. Self-Esteem, Young, Martin Charles, , 1976

4. 조직행동론, 이학종, 法文社, , 2004

5. 경영학 원론, 신유근, , 2000

6. Organization theory, Robbins, Stephen P., Prentice-Hall, Inc., , 1984

7. The Face of Emotion, Izard, , 1971

8. What is an emotion?, James, , 1922

9. Modern organizations, Etzioni, Amitai, Prentice-Hall, , 1964

10. The Positive Affects, Tomkins, , 1962

11. Staff Burnout Syndrome, Freudenberger, , 1974

12. Principles of marketing, Kotler, Philip, Prentice Hall, , 1989

13. Marketing Management 11ed, Kotler, "Marketing Management, , 2003

14. What is Job Satisfaction?, Locke, What is Job Satisfaction?, , 1969

15. (최신)서비스산업론, 김성혁, 형설, , 1994

16. Burnout, the cost of caring, Maslach, Christina, Prentice-Hall, Burnout: The cost of caring, , 1982

17. Maintaining social security, Jones, , 1997

18. Psychometric theory (3rd ed), Nunnelly, J. C., Psychometric Theory (3rd ed.), , 1994

19. The antecedents of self-esteem, Coopersmith, Stanley, W. H. Freeman, , 1967

20. Work stress and social support, House, James S., Addison-Wesley Pub. Co., "Work, , 1981

21. Burnout in health professionals, Maslach, , 1997

22. Employee Organizational Linkages, Mowday, Steers, Porter, , 1982

23. Organizational Behavior. 5th(eds), Steers, Black, , 1990

24. Management of Organization Behavior, WangnerⅢ, Hollenbeck, , 1992

25. Dynamic capabilities: What are they?, Eisenhardt, Martin, Dynamic capabilities: What are they?, , 2000

26. Measuring Organizational Performance, Likert, , 1958

27. Marketing for hospitality and tourism, Kotler, Philip, Prentice Hall, , 1999

28. Organization Psychology Hall. 117-118, Schein, , 1970

29. Society and the adolescent self-image, Rosenberg, Morris, Wesleyan University Press, , 1989

30. Emotional Labor in the Service Economy, Steinberg, Figart, , 1999

31. Self-efficacy: The Exercise of Control, Bandura.A, Self-efficacy: the exercise of control, , 1997

32. The measurement of experienced burnout, 홍후조, The measurement of experienced burnout, , 1981

33. The social psychology of organizations, Katz, Daniel, J. Wiley, , 1978

34. A Study of Organizational Effectiveness, Tannenbaum.R, A Study of Organizational Effectiveness, , 1969

35. Emotional labor and employee well being, Adelman, Emotional Labor and employee well being, , 1989

36. MARKOR : A Measure of Market Orientation, A.Kumar, P.J.Jaworski, Kohli, MARKOR : A Measure of Market Orientation, , 1990

37. The Nature and Causes ofJob Satisfaction, Locke R.A, , 1970

38. The Job Demands-Resources Model ofBurnout, Wilmar B.Schaufeli, , 2001

39. Hawthorne and the Western Electric Company, Mayo, , 1949

40. The Affective Consequences of Service Work, Wharton, , 1993

41. Marketing Service; Competing Through Quality, L.L.Berry, Parasuraman, Marketing Service: Competing through Quality, , 1991

42. On Operationalizing the Concept ofCommitment, alutto, Hrebiniac, On Operationalizing the Concept of Commitment, , 1972

43. Problems in the organizational effectiveness, Steers, Problems in the Organizational Effectiveness, , 1975

44. The measurement of organizational commitment, 홍후조, 백경선, The measurement of organizational commitment, , 1979

45. 소진: 그 다면적 이해와 대응방안, 윤혜미, , 1993

46. On the Nature of Organizational Effectiveness, John P.Campbell, on the Nature of Organizational Effectiveness, , 1977

47. Social support, occupation stress, and health, LaRocco.J.M, French J.R, House, "Social support, , 1980

48. body image and self-esteem in older adulthood, gringart, Baker, , 2009

49. Expression of emotion as part of the work role, Sutton, Rafaeli, , 1987

50. Interfirm Cooperation and Customer Orientation, Moomam, Rindfleish, Inter firm cooperation and customer orientation, , 2003

51. Multivariate Data Analysis with Reading 5th ed, Anderson, Black, Hair, Tatham, "Multivariate Data Analysis with Reading, , 1998

52. Stress and Burnout: The Significant Difference, Piness, G.Keinan, Stress and burnout: The significant difference, , 2005

53. The Maslach Burnout Inventory.Research edition, Maslach, Jackson, The Maslach Burnout Inventory. Research edition, , 1981

54. 자아존중감 척도 개발에 관한 연구, 전귀연, 최보가, 대한가정학회, , 1993

55. 감정노동, 여성의 눈으로 다시 보기, 박홍주, "감정노동, , 2006

56. Components of Effectiveness in SmallOrganization, Friedlander, , 1968

57. Emotional exhaustion in high stress organization, Jerrinier, , 1983

58. Market Orientation: Antecedents and Consequences, S.Jaworski, Kohli, Market Orientation: Antecedents and Consequences, , 1993

59. Staff burnout : job stress in the human services, Cherniss, Cary, Sage Publications, Staff burnout; Job stress in the human services, , 1980

60. The Characteris tics of Eff ective Organiz ation, Mott, The Characteristics of Effective Organization, , 1972

61. 카지노 종사원의 소진과 조직유효성, 정운연, 경기대학교, 카지노종사원의 소진과 조직유효성, , 2007

62. Emotion work, feeling rules, and social structure, 김애희, "Emotion work, , 1979

63. Toward an understanding of the burnout phenomenon, Jackson, Schuler, Schwab, , 1986

64. A review and integration ofresearch on job burnout, Dougherty, Cordes, , 1993

65. Correlates of Burnout among Public Service Lawyers, Turner, Brief, Jackson, , 1987

66. Professional Burnout in Human Service Organization, Cherniss, , 1980

67. Antecedents and Consequences of Salesperson Burnout, K.C.Grant, Low, , 2001

68. Kerr and Jermier's Substitutes for Leadership Model, Rotter, , 1966

69. Stress social support, and the buffering hypothesis, Wils, Cohen, "Stress, , 1985

70. Self-esteem at work : research, theory, and practice, Brockner, Joel, Lexington Books, "Self-esteem at work: Research, , 1988

71. The Theories of Turnover : Causes,Effects,andMeaning, Bluedorn, "The Theories of Turnover: Causes, , 1982

72. Antecedents and Outcomes of Organizational Commitment, Steers, , 1977

73. The Goal Paradigm and Notes Towards a CounterParadigm, Georgiou, Petro, The Goal Paradigm and Notes Towards a Counter Paradigm, , 1973

74. Hypothesis of work behavior revisited and an extension, Korman.A.K, , 1976

75. Positive affect as a factor in organizational-behavior, Baron, Isen, Positive affect as a factor in organizational behavior, , 1991

76. (The)managed heart : commercialization of human feeling, Hochschild, Arlie Russell, University of California Press, The managed heart: Commercialization of human feeling, , 1983

77. A longitudinal study ofpsychologicalburnoutin teachers,, Greenglass, Burke, A Longitudinal Study of Psychological Burnout in Teachers, , 1995

78. Development and validation of the emotional labor scale, C.M, , 2003

79. Organizationalstructureand performance:A criticalreview, Porter, , 1980

80. 카지노 종사원의 소진과 조직유효성 연구, 이미순, 정운연, , 2007

81. Job Stress-Social Support Buffering Effects across Gender, Beehr, King, Dunseath, , 1995

82. Organizational effectiveness an inventory of propositions, Price, Organizational Effectiveness: An inventory of Propositions, , 1968

83. Assessing social support: The social support questionnaire, Basham, Sarason, Assessing social support: the social support questionnaire, , 1983

84. Burnout as a Developmental Process: Consideration ofModels, Leiter, Burnout as a Developmental Process: Consideration of Models, , 1993

85. Emotion and Facial Efference : An Ignored Theory Reclaimed, Zajonc, Zajonc, Robert B., Emotion and Facial efference: An ignored theory reclaimed, , 1985

86. Emotional labor re-operationalized: Anew scale development, Glomb, Tews, Emotional labor re-operationalized: A new scale development, , 2000

87. 특수교육 교사의 직무만족도와 소진의 관계, 박현경, , 2001

88. 호텔종사원의 소진과 선행변인에 관한 연구, 최가영 , , 2000

89. A Systems Resource Approach to Organizational Effectiveness, Yuchtman, , 1967

90. Burnout: Stage of disillusionment in the helping profession, Brodsky, Edelwich, , 1980

91. Emotional labor in service roles: the influence of identity, 김양숙, Emotional la-bor in service roles: The influence of identity, , 1993

92. Gender, Jobs, and Emotional Labor in a Complex Organization, Pugliesi, Shook, "Gender, , 1997

93. Professional Self-Concept as a Predictor of Teacher Burnout, B.A.Farber, Friedman, , 1992

94. Stability of the self-concept as a dimension of personality, Brownfain, , 1952

95. 여행업체 종사원의 정서적 고갈에 관한 연구, 안현영(Ahn Hyun-Young), 서철현(Suh Chul-Hyun), 대한경영학회, "대한경영학회지, , 2005

96. Emotional Intelligence in Organizational: AConceptualization, Abraham, Emotional intelligence in organizational: A conceptualization, , 1999

97. Burnout in health professions: A socialpsychological analysis, Maslach, Jackson, Burnout in health professions: A social psychological analysis, , 1984

98. Low self-esteem and behavioral plasticity : Some implications, Brockner, Low self-esteem and behavioral plasticity: Some implications, , 1983

99. New patternsofmanagement:Anintegrating principleandanoverview, Likert, New Patterns of Management: An Integrating Principle and an Overview, , 1991

100. 사회사업가의 burnout에 영향을 미치는 요인연구, 최혜영, 사회사업가의 Burnout에 영향을 미치는 요인 연구, , 1994

101. Stress Satisfaction and Burnout among Dutch Medical Specialists, De Haes, Oort, Visser, Smets, "Stress, , 2003

102. The Effect of a Marketing Orientation on Business Profitability, Stanley F.Slater, Narver, , 1990

103. The dimensions, antecedents and consequences of emotional labor, 학술단체협의회 기획, "The dimensions, , 1996

104. 직장-가정 갈등이 구성원의 태도에 미치는 영향, 이규만(Lee Kyu-Man), 대한경영학회, , 2005

105. An Attitude-Behavior Model of Salesperson's Customer Orientation, Stock, W.D.Hoyer, , 2005

106. Correlates of psychological burnout phases among police officers, Burke, Deszca, , 1986

107. A Three-Component Conceptualization of Organizational Commitment,, Allen N. J. & Meyer J. P, A Three-Component Conceptualization of Organizational Commitment, , 1991

108. Using the JobDemands-ResourcesModeltoPredictBurnoutandPerformance, Verbeke.W, Bakker, Demerouti, Using the job demands-resources model to predict burnout and performance, , 2004

109. Creating Customer-Oriented Employees: The Case in Home Health Care, T.N.Ingram, Hoffman, Creating Customer-Oriented Employees: The Case in Home Health Care, , 1991

110. Development and validation of theHospitality Emotional Labor Scale, Chu, Murrmann, Development and validation of the hospitality emotional labor scale, , 2006

111. Service Provider Job Satisfaction andCustomer Oriented Performance, Hoffman, T.N.Ingram, Service provider job satisfaction and customer-oriented performance, , 1992

112. Work and family precursors of burnout in teachers: Sex differences, Greenglass, Burke, Work and family precursors of burnout in teachers: sex differences, , 1988

113. Burnout Among Mental Health Workers: A Review and a Research Agenda, Leiter, Leiter, Michael P., Harvie, , 1997

114. Symptom of professional burnout; A review of the empirical evidence, Kahill, , 1988

115. Work stress, job burnout and work outcome in a turbulet environment, Reichel, Neumann, "Work stress, , 1993

116. Burnout and job satisfaction amongstudent support services personnel, Clippard, Brewer, Burnout and job satisfaction among student support services personnel, , 2002

117. Hardiness and social support as moderators of stress, 56(6): 813-820, Dowd E.T, Pengilly J.W, "Hardiness and social support as moderators of stress, , 2000

118. Positive events and social supports as buffers of life change stress, Hoberman, Cohen, Positive events and social supports as buffers of life change stress, , 1983

119. Social foundations of thought and action : a social cognitive theory, Bandura, Albert, Prentice-Hall, Social foundations of thought and action: A social cognitive theory, , 1986

120. 호텔종업원의 고객지향과 그 결정요인에 관한 연구, 박봉규(Park Bong-Gyu), 한국관광·레저학회, "관광레저연구, , 1998

121. Casual attributions, self-efficacy cognitions, and coping with stress, Russell, Chwalisz, Altmaier, "Casual attributions, , 1992

122. Job-stress, Social Support, and Burnout Among Counseling Center Staff, Ross, Ross, R.R., "Job-stress, , 1989

123. Men and Women Managers'Advancement:PersonalorSituationalDeterminants?, Conroy, Tharenou, Men and women managers' advancement: Personal or situational determinants?, , 1994

124. Resiliency and burnout: Protective factors for human service managers, 장지영, , 1998

125. The Relation of Self-Efficacy and Grade Goals to Academic Performance, Wood, Locke, The relation of self-efficacy and grade goals to academic performance, , 1987

126. 카지노 종사원 소진의 원인과 결과요인에 관한 연구, 구효진, , 2006

127. 호텔종사원의 경력정체지각의 선행요인과 조직몰입, 문상정, 전원배, , 2008

128. Emotional labor and burnout: Comparing two perspective of "People Work, Grandey, Brotheridge, "Emotional labor and burnout: Comparing two perspective of ""People Work", , 2002

129. The SOCO scale : A measure of the customer orientation of sales people, Weitz, Sax, The SOCO Scale: A Measure of the Customer Orientation of Salespeople, , 1982

130. 감정노동이 직무만족과 조직시민행동에 미치는 영향, 김현(Kim Hyun), 전의숙(Jeon Eui-Suk), 안주영(Ahn Ju-Young), 한국관광학회, 감정노동이 직무만족과 조직시민행동에 미치는 영향, , 2007

131. 정서노동과 소진의 관계에서 정서부조화의 매개효과, 김강식 ( Kang Sik Kim ), 김수련(Soo-Ryun Kim), 이동명(Dong-Myong Lee), 한국인사관리학회, , 2007

132. An empirical investigation of the predictors of executive career success, Jugde, Bretz, An empirical investigation of the predictors of executive career success, , 1995

133. Goal setting self-evaluation: A cognitive perspective on self-regulation, Schunk, , 1991

134. Testing the Self-Efficacy Performance Linkage of Social-Cognitive Theory, Thompson, Harrison, , 1997

135. Emotional requirements at work and their consequences for call-center job, Isic, Zapf, Dormann, , 2002

136. Is job Satisfaction antecedent or a consequence of psychological burnout?, Greenglass, Burke, Woolpin, , 1991

137. Personnel Administration:An Experimental Skill-Building Approach(2nd ed.), 이상엽, "Personnel Administration: An Experimental Skill Building Approach, , 1981

138. Self-efficacy and perceived control: Cognitive mediators ofpain tolerance, Litt, Self-efficacy and perceived control: Cognitive mediators of pain tolerance, , 1988

139. Sources of social support and burnout, job satisfaction, and productivity, 조영아, "Sources of social support and burnout, , 2002

140. 외식산업 종사원의 감정노동, 소진, 고객지향성의 관계, 김건, 김세리, "외식산업 종사원의 감정노동, , 2010

141. 항공사 서비스 교육 훈련이 고객 지향성에 미치는 영향, 박완순, 항공사서비스 교육훈련이 고객지향성에 미치는 영향, , 2008

142. Beyond demand-control: Emotional labor and symptoms of burnout in teachers, Brouwers, Naring, , 2006

143. Marketing Management: Analysis, planning, Implementation, Control. 10th ed, Kotler, "Marketing Management: Analysis, , 2000

144. People in Organization: An introduction to organizational behavior(3rd ed), Mitchell, J.R, Larson Jr, "People in Organization: An introduction to organizational behavior, , 1988

145. 서비스 상호작용유형에 따른 감정노동차원에 관한 연구, 안준수, 경기대학교 대학원, 경기대학교 박사학위논문, , 2003

146. 항공사 콜센터 상담원의 감정노동이 소진에 미치는영향, 윤시내, 이승륜, 항공사 콜센터 상담원의 감정노동이 소진에 미치는 영향, , 2007

147. 호텔종사원의 감정노동이 직무관련 태도에 미치는 영향, 김민주, , 1998

148. Antecedents andConsequences of Role Stress: A Covariance Structure Analysis, Schaubroeck, Jennings, , 1989

149. Exploring the Dimensions of Emotional Labor: The Heart of Hochschild's Work, Krunl, Geddes, , 2000

150. 감정적 부조화가 직무만족과 정신적 고갈에 미치는 영향, 김우진, 서강대학교 대학원, 서강대학교 석사학위논문, , 1999

151. Evaluation Weighted Model of Measuring Job Satis-faction: A Cinderella Story, Margine, Qu inn, , 1973

152. Salesperson Adaptive Selling Behavior & Customer Orientation: A Meta-Analysi, Jeong-Eun Park, Franke, , 2006

153. Testing a conservation of resources model of the dynamics of emotional labor, Brotheridge, Lee, , 2002

154. Understanding stress and burnout in shelter workers, Professional Psychology, O'Brien, Brown, "Understanding stress and burnout in shelter workers, , 1998

155. Social factors inpsychopathology, stress, social support and coping processes, Kessler, Price R, Wortman, "Social factors in psychopathology: Stress, , 1985

156. 호텔종사원의 감정노동이 소진과 직무만족에 미치는 영향, 이유라, 제주대학교 대학원, "관광연구, , 2008

157. An investigation of employees' jobsatisfaction; the case of hotels in Hong Kong, Lam, Baum, Zhang, , 2001

158. Burnout among Man and Woman in Police Work: An Examination of the chemiss Model, Deszca, Burke, , 1984

159. Effect of social support from various sources on depression in eld-erly persons, Wood, Kolody, Dean, , 1990

160. Emotion regulation in the workplace: A new way to conceptualize emotional labor, ey, , 2000

161. Hotel service provider's emotional labor; The antecedent and effects on burnout, Kim, , 2008

162. Predicting organizational effectiveness with a four-factor theory of leadership, Seashore, Bowers, , 1966

163. The impact of interpersonal environment on burnout andOrganizational commitment, Maslach, The impact of interpersonal environment on burnout and organizational commitment, , 1988

164. Effect of customer orientation and entrepreneurial orientation on innovativeness, Tajeddini, , 2010

165. Investment and involvements as mechanism producing commitment to the organization, Sheldon, Investment and Involvements as Mechanism Producing Commitment to the Organization, , 1971

166. Organization-based self-esteem: Construct definition, measurement, and validation, Dunham, Cummings, Pierce, Garner, "Organization-based self-esteem: Construct Definition, , 1989

167. 호텔종사자의 조직-자아존중감의 선행?결과변수에 대한 연구, 하동현, 황성혜, , 2008

168. Emotional in the workplace: The neglected side of organizational life introduction, Fox, Spector, , 2002

169. Job Satisfaction and Performance,AnEmpirical Test of Some Theoretical Propositions, Becker, Poter, , 1968

170. 조직구성원의 정서경험: 직무 상황요인 및 성격과의 상호작용, 최대정, 이은정, 박동건, 한국산업및조직심리학회, , 2006

171. 조직구성원의 팔로어십과 리더십유형에 따른 조직유효성분석, 한명현, , 2006

172. 콜센터의 직무환경, 소진, 고객지향성의 영향관계에 관한 연구, 박완순, 윤시내, "콜센터의 직무환경, , 2007

173. 항공사종사자의 역할스트레스가 감정고갈에 미치는 영향 연구, 구본기(Koo Bon-Ki), 조희정(Cho Hee-Jung), 대한관광경영학회, "대한관광경영학회, , 2008

174. Performance Productivity and Quality of Frontline Employees in Service Organizations, Singh, "Performance, , 2000

175. Professional burnout: Recent developments in theory and research, Schaufeli, Wilmar;, Pines, "Professional burnout: Recent developments in theory and research, , 1993

176. Self-efficacy : Implication for Organizational Behavior andHuman Resource Management, Gist, Self-efficacy: Implication for organizational behavior and human resource management, , 1987

177. 카지노 직원들의 조직몰입, 감정노동이직무만족에 미치는 영향, 김성조, 김세영, 배수경, "카지노 직원들의 조직몰입, , 2008

178. 카지노직원(딜러)의 직무스트레스 요인과 직무만족에 관한 연구, 정수용, 오흥철, , 2007

179. Employee intent to stay: An empirical test of a revision of thePrice and Mueller model, Iverson, R. D., Iverson, Employee intent to stay: An empirical test of a revision of the Price and Mueller model, , 1992

180. Employees' motivational orientation and well-being at work: A person-oriented approach, Katariina S.A, Jari-Erik, , 2004

181. Role conflict and ambiguity as critical variables ina model of organizational behavior, House, Rizzo, , 1972

182. The Influence of the Market Orientation of the Firm on Sale Force Behavior & Attitudes, Siguaw, R.E.Widing Ⅱ, G.B.Brown, , 1994

183. Work-Family Conflict, Self-Efficacy, Job Satisfaction, and Gender.; Evidence from Asia, Sik, Lawler, Wang, "Work-family Conflict, , 2010

184. 상담자의 완벽주의적 성향, 사회적 지지와 심리적 소진과의 관계, 최혜윤, "상담자의 완벽주의적 성향, , 2002

185. Evaluating structural equation models with unobservable variables and measurement error, Fomell C. and Larcker D.F, Evaluating structural equation models with unobservable variables and measurement error, , 1981

186. 감정노동: 통제수단, 종업원의 심리적 반응, 그리고 방법론적문제, 김상표, "감정노동: 통제수단, , 2000

187. Distinguishing between employee’ perceptions of person-job and person-organization fit, Lauver, Brown, , 2001

188. Multivariate relationship and discriminant validity between job satisfaction and burnout, Nikolaos, Athannasios, , 2004

189. Role stress and worker health : An extension of the plasticity hypothesis of self-esteem, Schaubrock, Ganster, Role stress and worker health :An extension of the plasticity hypothesis of self-esteem, , 1991

190. The consequences of emotional labor: Effects on work stress, satisfaction, and well-being, Pugliesi, "The consequences of emotional labor: Effects on work stress, , 1999

191. The truth about burnout : how organizations cause personal stress and what to do about it, Maslach, Christina, Jossey-Bass, The truth about burnout: how organizations cause personal stress and what to do about it, , 1997

192. 개인적 요인 및 환경적 요인이 청소년의 자아존중감에 미치는 영향, 김경연(Kyong Yun Kim), 김희화 ( Hee Hwa Kim ), 대한가정학회, , 1998

193. Effect ofrace on organizational experience, job performance evaluations andcareer outcomes, Wormley, Greenhaus, "Effect of race on organizational experience, , 1990

194. Group process-work outcomes relationships ; A note on the moderating impact of self-esteem, Bedeian, Armenakis, Mossholder, Group process-work outcomes relationships: A note on the moderating impact of self-esteem, , 1982

195. 장애아동 보육시설 종사자의 직무스트레스와 소진요인에 대한 연구, 용홍출, 김철, 고일영, 장애아동 보육시설 종사자의 직무스트레스와 소진 요인에 대한 연구, , 2008

196. 호텔종사자의 자기효능감과 사회적지지가 소진에 미치는 영향 연구, 박경호(Park Kyong-Ho), 대한관광경영학회, "관광연구. 23(3), , 2008

197. A structural equation model of burnout and job exit among child protective services workers, Drake, Yadama, , 1996

198. The consequences of caring: Exploring the links between women's job and family emotion work, Wharton, Erickson, , 1995

199. Burnout in substance abuse counselors impact of environment, attitudes, and clients with HIV, Rawson, Shoptaw, Stein, "Burnout in substance abuse counselors impact of environment, , 2000

200. Development of a college academic self-efficacy scale. The Annual Meeting of the performance, Froman, Owen, , 1988

201. An Analysis of Relation between Employee Organizations Value congruence and Employee Attitude, Amos, , 2008

202. Employee and patient designed study of burnout and job satisfaction in a chronic care hospital, Woolcott, Belicki, Employee and patient designed study of burnout and job satisfaction in achronic care hospital, , 1996

203. Antecedents and Consequences of Emotional Exhaustion in the Airline Reservations Service Sector, Blankey, Saxton, Phillips, , 1991

204. Corporate culture, customer orientation, and informativeness in japan firms: A quadrad analysis, Farley,J.U., Webster,F.E., Deshpande, "Corporate Culture, , 1993

205. Divergent effects of job control on coping with work stressors: The key role of self-efficiency, Merritt, Schaubroeck, , 1997

206. 감정표현요구와 감정부조화, 그리고 심리적 반응 간의 관계에관한 연구, 박상언, "감정표현요구와 감정부조화, , 2008

207. 호텔종사원의 사회적 지지가 자기효능감 및 심리적 소진에 미치는 영향, 양현교, 안현모, 한국호텔관광학회, , 2011

208. Children's belief in internal-external control and self-esteem as related to academic achievement, Gordon, , 1977

209. EmotionWorkandPsychologicalWell-being:A Reviewof the Literature and Some ConceptualConsiderations, Zapf, Emotion work and psychological well-being: A review of the literature and some conceptual considerations, , 2002

210. Henderson, E. H. & Ziller, R. C. Developmental changes in the self-concept during middle childhood, Long.B.H, "Henderson, , 1968

211. Perceptions of Real-Estate Brokers and Buyers：A Sales-Orientation, Customer-Orientation Approach, T.M.Chambers, M.J.Dotson, Dunlap, "Perceptions of Real-Estate Brokers and Buyers: A Sales Orientation, , 1988

212. Return on marketing: using customer equity to focus marketing strategy to focus marketing strategy, Rust, Lemon, Zeithaml, , 2004

213. Sources of social support and burnout: A meta-analytic test of the conservation of resources model, Halbesleben, , 2006

214. 자기 효능감 및 집단효능감이 호텔 근로자의 소진과정에 미치는 조절효과, 한광현( Kwang Hyun Han), 한국호텔외식경영학회, "호텔경영학연구, , 2005

215. 호텔종사원의 감정노동이 감정부조화, 직무소진, 직무태도 간의 영향관계, 이정은, "호텔종사원의 감정노동이 감정부조화, , 2010

216. The Impact of Perceived Group Success-Failure in Motivational Beliefs and Attitudes: A Casual Model, Riggs, Knight, , 1994

217. 정서노동 및 사회적 지지가 항공사 객실승무원의 소진에 미치는 영향 연구, 이동명(Lee Dong-Myong), 한국관광학회, "관광학연구, , 2008

218. 상업 스포츠센터 종사원의 직무소진이 조직태도와 이직의도에 미치는 영향, 양재근 ( Jae Keun Yang ), 소영호 ( Young Ho So ), 한국체육학회, 상업 스포츠센터 종사원의 직무소진이 조직태도와 이직의도에 미치는 영향, , 2008

219. 카지노 종업원의 조직 및 직무특성이 감정노동과 고객지향성에미치는 영향, 우영희, 카지노 종업원의 조직 및 직무특성이 감정노동과 고객지향성에 미치는 영향, , 2008

220. 카지노종사원의 셀프리더십, 몰입 , 고객지향성, 조직유효성의 구조적 관계, 육풍림, "카지노종사원의 셀프리더십, , 2009

221. HIS 이용의도와 이용행동의 예측과 이해를 위한 비교우위 경쟁이론모형 판별, 허향진 ( Hyang Jin Huh ), 김태구 ( Tae Goo Kim ), 한국관광학회, , 2008

222. how do you make it to the top An examination of influences on women's and men's managerial advancement, Latimer, Tharenou, Conroy, How do you make it to the top? An examination of influences on women's and men's managerial advancement, , 1994

223. The relationship of service provider power motivation, empowerment and burnout to customer satisfaction, Yagil, "The relationship of service provider power motivation, , 2004

224. Antecedents of workplace emotional labor dimensions and moderators of their effects on physical symptoms, Jones, Schaubroeck, Antecedents of work place emotional labor dimensions and moderators of their effects on physical symptoms, , 2000

225. 서비스 기업 구성원의 직무특성과 개인적 정서특성이 감정노동에 미치는 영향, 임효창 ( Hyo Chang Lim ), 김오현(Ohhyeon Kim), 최항석 ( Hang Sok Choi ), 대한경영학회, "대한학회, , 2006

226. Hardiness and its role in the stress-burnout relationship among prospective Chinese teachers in Hong Kong, Chan, , 2003

227. Reconceptualizing Psychological Climate in A Retail Service Environment: A Multiple-stakeholder, Perceive, Chester, Burke, Amy, "Re-conceptualizing Psychological Climate in A Retail Service Environment: A Multiple-stakeholder, , 1992

228. 정서노동자의 직무스트레스 결정요인, 결과요인, 그리고 조절요인에 관한 연구, 강문실, 濟州大學校 大學院, "정서노동자의 직무스트레스 결정요인, , 2008

229. 호텔종사원의 감정노동, 소진현상 그리고 서비스 제공 수준과의 영향 관계연구, 김헌형, 안양대학교 일반대학원, "호텔종사원의 감정노동, , 2009

230. 정서 노동이 직무 탈진에 미치는 영향에 대한 자율성과 사회적 지지의 조절효과, 김원형(Won Hyung Kim), 신강현(Kang Hyun Shin), 한국인사관리학회, 정서노동이 직무 탈진에 미치는 영향에 대한 자율성과 사회적 지지의 조절효과, , 2008

231. Behavioral and psychological consequences of boundary spanning burnout for customer service representatives, Singh, Rhoads, , 1994

232. Trustworthiness, friendship and self-control: factors that contribute to young children's school adjustment, Sandstrom, Gillessen, "Trustworthiness, , 2010

233. 여행업 종사자의 감정노동과 심리적 웰빙 간의 관계 : 조절변수 검증을 중심으로, 강재호, 경기대학교, 여행업 종사자의 감정노동과 심리적 웰빙 간의 관계: 조절변수 검증을 중심으로, , 2006

234. 카지노종사원의 직무특성이 고객지향성 및 조직몰입에 미치는 영향에 관한 연구, 신혜숙 ( Hye Sook Shin ), 한국외식경영학회 , , 2009

235. 리더십 유형이 조직유효성에 미치는 영향: 팔로어십 특성의 조절효과를 중심으로, 김경환 ( Kyung Hwan Kim ), 김미경( Mi Kyung Kim ), 한국호텔경영학회 ( 구 한국호텔외식경영학회 ), , 2009

236. Untangling the Relationship between displayed motions and organizational sales: The case of convenience store, Rafaeli, Sutton, , 1989

237. 직무스트레스, 직무만족, 사회적 지원의 관계: 제약회사의 조직구성원을 중심으로, 최중권, "직무스트레스, , 2001

238. 항공사 종사원의 감정노동과 직무스트레스가 직무태도에 미치는 영향에 관한 연구, 임재필, 한지훈, 이승곤, , 2008

239. The Customer Orientation of Service Workers:Personality Trait Effects on Self and Supervisor PerformanceRatings, Licata, , 2002

240. 상업 스포츠센터 종사자의 직무스트레스와 직무소진, 조직몰입 및 이직의도의 관계, 양재근, 조현익, 소영호, "상업 스포츠센터 종사자의 직무스트레스와 직무소진, , 2009

241. 비정규직 여성노동자의 고용구조와 노동통제-백화점 판매직여성노동자를 중심으로-, 구미현, 비정규직 여성노동자의 고용구조와 노동통제: 백화점 판매직 여성노동자를 중심으로, , 2002

242. 호텔산업에서 조직-자아존중감에 관한 연구: 조직 활성화 변수와의 관계를 중심으로, 황성혜, , 2007

243. Job demands, job resources, and their relationship with burnout with burnout and engagement: a multi-sample study, Schaufeli, Bakker, "Job demands, , 2004

244. 조직문화와 하위문화의 적합성 및 집단응집성이 조직몰입에 미치는영향에 관한 연구, 신형재, 조직문화와 하위문화의 적합성 및 집단응집성이 조직몰입에 미치는 영향에 관한 연구, , 2002

245. Perceptions of occupational stress and strategies for avoiding burnout: Case studies of two female teacher coaches, Drake, , 2002

246. 서비스 종업원의 심리적 임파워먼트와 직무만족 및 고객지향성간의 관계에 관한 연구, 김상훈(Kim Sang-Hoon), 김유경(Kim Yu-Kyung), 서문식(Suh Mun-Shik), 한국관광학회, , 2007

247. 주관적 경력성공에 영향을 미치는 요인에관한 연구: 성별차이의 조절효과를 중심으로, 윤하나, 탁진국, 한국산업및조직심리학회, 주관적 경력성공에 영향을 미치는 요인에 관한 연구: 성별차이의 조절효과를 중심으로, , 2006

248. 소진의 매개역할에 관한연구: 역할스트레스, 사회적 지원과 조직몰입, 이직의도의 관계, 최가영 , "소진의 매개역할에 관한 연구: 역할스트레스, , 2000

249. Individual differences in utilizing control to cope with job demands: Effects on susceptibility to infectious disease, Jones, Xie, Schaubroect, , 2001

250. 개인특성, 고객과의 상호작용 특성 그리고 관리기제가 감정노동수행전략에 미치는 효과, 김상표, "개인특성, , 2007

251. 방송사 기자들의 심리적 탈진에 관한 연구-KBS, MBC, SBS 등지상파 3 사 취재기자를 대상으로, 김동률, "방송사 기자들의 심리적 탈진에 관한 연구-KBS, , 2009

252. The Ecology of Organizational Commitment; A Longitudinal Study of Initial Stages of Employee-Organization Relationships, Porter, The Ecology of Organizational Commitment: A Longitudinal study of Initial Stages of Employee-Organization Relationships, , 1974

253. 호텔기업 종사원의 개인성향이 동기부여에 미치는 영향: 감정조절의 매개효과를 중심으로, 정규엽, 민혜선, , 2011

254. 패밀리 레스토랑의 가격할인이 종사원의 직무만족과 고객지향성에 미치는 영향에 관한 연구, 정미란, 김대철, 박희자, 패밀리 레스토랑의 가격 할인이 종사원의 직무만족과 고객지향성에 미치는 영향에 관한 연구, , 2007

255. 사회적 지원의 직무스트레스 조절효과에 관한 연구: 교육공무원들의 심리적 탈진을 중심으로, 장철영, 권영주, , 2006

256. 카지노 종사원의 감정노동과 직무태도간 관계에 관한 연구: 조직지원의 조절효과를 중심으로, 김영현, 허광무, , 2010

257. 판매원의 감정부조화와 감정적 고갈이 고객지향성 및 고객의 서비스품질 평가에 미치는 영향, 서문식, 김상희, 한국마케팅학회, "마케팅 연구, , 2002

258. Exploring Sales persons Customer Orientation as a Meditor of Organizational Culture's Influence on Buyer-Seller Relationships, Williams, J.S.Attaway, , 1998

259. Internal Benefits of Service-Worker Customer Orientation: Job Satisfaction, Commitment, & Organizational Citizenship Behaviors, John C.Mowen, Donavan, "Internal Benefits of Service-Worker Customer Orientation: Job Satisfaction, , 2004

260. 카지노 종사원 소진이 조직적 참여, 직무만족,직무불만족, 이직의도에 미치는 영향에 관한 연구, 고재윤, 구효진, "카지노 종사원 소진이 조직적 참여, , 2007

261. Commitment, psychological well-being and job performance: An examination of conservation of resources (COR) theory and job burnout, Wright, Hobfoll, "Commitment, , 2004

262. The Effects of Perceived Co-worker Involvement and Supervisor Support on Service Provider Role Stress,Performance and Job Satisfaction, 한금주, "The Effects of Perceived Co-worker Involvement and Supervisor Support on Service Provider Role Stress, , 1996

263. When “the show must go on”: Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery, ey, "When the ""Show Must Go on: Surface Acting and Deep Acting as Determinants of Emotional Exhaustion and Peerrated Service Delivery", , 2003

264. Explaining the protective effect of trait emotional intelligence regarding occupational stress: Exploration of emotional labour process, Menil, Mikolajczak, Oliver, , 2007

265. 카지노 종사원의 조직공정성 인식과 역할스트레스가 직무만족과 조직몰입 및 이직의도에 미치는 영향, 육풍림, 이준엽, , 2011

266. 직무요구가 정서적 소진과 직무비관여에 미치는 영향 : 개인적 자원과 직무자원의 조절효과를 중심으로, 이진욱, 고려대학교 대학원, , 2003

267. Organizational Commitment and Psychological Attatchment: The Effects of Compliance, Identification and Internalization on Prosocial Behavior, Chatman, O'Reilly, "Organizational Commitment and Psychological Attatchment: The Effects of Compliance, , 1986

268. Effect of stressful life event on individualperformance effectiveness and work adjustment process withinorganizationalsetting:A research model, Bhagat, "Effect of stressful life event on individual performance, , 1983

269. 카지노 딜러가 인식하는 감정노동이 리더의 감성지능의 수준에 의한 고객 지향성에 미치는 영향에 관한 연구, 최은애, , 2011

270. 감정노동의 결과에 대한 한국과 미국간의 비교연구 ?호텔종업원의 감정노동과 직무스트레스와의 관계를 중심으로-, 김민주, 감정노동의 결과에 대한 한국과 미국 간의 비교연구: 호텔종업원의 감정노동과 직무스트레스와의 관계를 중심으로, , 2006

271. An exploratory study of the interrelationships between works characteristics and organization structure, Management process and Worker Alienation from Clients, Amstrong, "An exploratory study of the interrelationships between works characteristics and organization structure, , 1997

272. 카지노종사원의 직무요구, 직무자원과 소진 그리고 직무만족의 관계: 직무요구-자원(JDR)모형과 안면환류가설(FFH)의 관점에서, 육풍림, 오정학, "카지노종사원의 직무요구, , 2011

273. The hospitality industry Culture profile: A measure of individual values, organizational culture, and person-organization fir as predictors of job satisfaction and behavioral intentions, Tepeci, Bartlett, "The hospitality industry Culture profile: A measure of individual values, , 2002

274. 카지노종사원의 임파워먼트, 셀프리더십과 몰입, 고객지향성 및 조직유효성의 구조적 관계: 다층구조방정식 모델을 이용한 인과효과 차이 검정, 육풍림(Poong Rim Yook), 오정학 ( Jeong Hak Oh ), 한국외식경영학회, "카지노종사원의 임파워먼트, , 2010

275. An interactional approach to organizations' success in socializing their intern newcomers: the role of general self-efficacy and organizational self-efficacy and organizational socialization inventory, Song, chathoth, , 2010