호텔 직원의 감정노동 하에서 비호감 고객에 대한 지각의 선행 및 결과요인 간의 구조관계 = Structural Relationships Between Antecedents and Consequences of Hotel Employees' Perceptions of Disliked Customers in Emotional Labor

다국어 초록 (Multilingual Abstract)

This study investigated the structural relationships among social support (supervisor and coworker support), disliked customers, emotional dissonance, emotional exhaustion, and turnover intentions in the hotel industry. Data were collected from 286 employees of 8 five star tourist hotels in Busan and structural equation modeling was employed to test the structural model and hypotheses. It was found that supervisor and coworker support were closely and negatively related to perception of disliked customer.
The results showed that perception of disliked customer is a direct antecedent of emotional dissonance, emotional exhaustion, and turnover intentions. The results also showed that emotional dissonance is a direct antecedent of emotional dissonance, emotional exhaustion is a direct antecedent of turnover intentions. However, the path from emotional dissonance to turnover intentions was found to be insignificant. Theoretical and managerial implications were then discussed.

참고문헌 (Reference)

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