직업안정성과 감정노동이 고객만족 및 구전의도에 미치는 영향

다국어 초록 (Multilingual Abstract)

The existing researches on tourism employees are largely focused on those service strategies like enhancing employees' satisfactions through bonus and pay raises and communication increases. However, it is very important to figure out what effects tourism employees' emotional experiences will bring to business results when considering that it can play a key role in a competitive advantage to establish and implement service strategies on the basis of the understanding of the interaction between the tourism employees and the customers.
For this reason, this study has focused on how tourism employees' job security and emotional labor could affect the customer satisfaction and the word-of-mouth intention at service encounter. Research models and hypotheses were designed on the basis of the existing researches on the job security, the emotional labor and the customer satisfaction, and to verify them materials were collected from III tourism employees and 555 customers. who were served by these employees, and analyzed using SEM (structural equation model).
According to the analyzed result, the job security had a positive relationship with the emotional labor of deep acting and surface acting, as well as the emotional labor of deep acting with the customer satisfaction. On the contrary, the emotional labor of surface acting had no meaningful relationship with the customer satisfaction. Also the customer satisfaction was in a positive relationship with the word-of-mouth intention, as the existing researches have shown. The results of this study imply that job security and emotional labor are a critical source of the affective employee attitude for customers.