호텔종사원의 감정노동이 이직의도에 미치는 영향: 감정소진의 매개효과와 직무열의의 조절효과 = The Effect of Hotel Employees’ Emotional Labor on Turnover Intention: The Mediating Effect of Emotional Exhaustion and the Moderating Effect of Job Engagement

다국어 초록 (Multilingual Abstract)

This study aims to analyze the impact of emotional labor on turnover intention among hotel employees, focusing on the mediating role of emotional exhaustion and the moderating effect of job engagement. Emotional labor is a common phenomenon in the hotel industry, where employees frequently need to suppress or regulate their emotions during interactions with customers. The study categorizes emotional labor into surface acting and deep acting to examine their distinct effects. The findings indicate that surface acting increases emotional exhaustion, which in turn raises turnover intention. In contrast, deep acting helps reduce emotional exhaustion and subsequently lowers turnover intention. Emotional exhaustion plays a crucial mediating role between emotional labor and turnover intention, as the depletion of emotional energy directly influences employees' intention to leave the organization. Furthermore, the study investigates whether job engagement moderates the relationship between emotional labor and emotional exhaustion. Employees with high job engagement experience relatively lower emotional exhaustion from surface acting, suggesting that job engagement acts as a buffer, mitigating the negative effects of emotional labor. Highly engaged employees are more immersed in their work and, therefore, are less affected by the adverse impacts of emotional labor. This study emphasizes the need for organizational efforts to manage emotional labor and alleviate emotional exhaustion in the hotel industry, offering practical strategies to reduce turnover rates and improve organizational performance.

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