외식산업 종사원의 감정노동, 소진, 고객지향성의 관계

다국어 초록 (Multilingual Abstract)

This study aims to increase effectiveness of human resources management of food service industry by identifying relationships if influence among emotional labor(deep acting, surface acting), burnout and customer orientation of employee in food service industry. To achieve the purpose of this study, documentary study and empirical study using a structural equation model analysis was conducted. Based upon the relationships among emotional labor(deep acting, surface acting), burnout and customer orientation in food service industry, comprehensive methods for human resources management can be presented. The results and suggestions from empirical analysis on the basis of the research model verification and hypothesis verification are as follows : First, deep acting have a negative effect on burnout, but surface acting have a positive effect on burnout. Second, burnout have a negative effect on customer orientation. Third, deep acting have a positive effect on customer orientation, but surface acting have a negative effect on customer orientation.

참고문헌 (Reference)

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