호텔 종사원의 긍정적 표현요구가 감정노동 및 부조화, 이직의도에 미치는 영향 연구 = 서울지역 특급 호텔을 중심으로

다국어 초록 (Multilingual Abstract)

Customers are ready to pay expensive that they want corporations involve deeply in employees` behavior of emotion expression to achieve customer satisfaction and to supply high quality service. Through it the present working environment and status of hotel`s emotional laborers can be understood, so high quality services can be supplied to customers, and basic data can be given for the practical and academic establishment of policies, and assistance can be given to improve and enhance the working environment of emotional laborers. All hypotheses for a structural model of the target to the structural equation modeling analysis was performed. The analysis revealed the following findings: Positive emotional expression request has significant positive (+) effect on surface acting and deep acting of emotional labor, making us adopt hypothesis 1 and 2. Though surface acting of emotional labor has significant positive (+) effect on Emotional dissonance, but not significantly deep acting, making us adopt hypothesis 3, and reject hypothesis 4, Emotional dissonance has significant positive (+) effect on Turnover Intention, leading us to adopt hypothesis 5. Consequently, if the hotel management demands high positive emotional expression to its employees, employees are conscious of high emotional labor, causing them to have emotional dissonance, turnover intention. Based on such hypothesis testing, this study gives practical hints for hotel business and provides basic data to devise policies to reduce emotional dissonance and turnover intention.