고객과의 상호작용에 따른 감정노동의 강도와 감정노동 결과에 대한 차이 분석 = 심리적 안녕과의 관계를 중심으로

다국어 초록 (Multilingual Abstract)

This study tried to identify the relationship between the emotional labor and psychological well-being according to the interaction styles with customer. Psychological well-being was selected as the dependent variables of emotional labor because it is an important concept to figure out the quality and satisfaction of life. After classifying those who work in the travel industry into different categories depending on the interaction styles with customer, we investigated whether both groups show any difference which may arise from two variables. The survey was separately conducted among the sales consultants group and foreign travel guide group through self-report questionnaires. Collected data were analyzed by factor analysis, correlation analysis, regression analysis, and t-test. The outcome of data analyses indicated the significant difference of intensity of emotional labor and causality between the emotional labor and psychological well-being according to the interaction styles with customer. And results of analyses support the facial feedback hypothesis-proposition that emotional labor has positive effect on the emotional laborer. Specifically, it was found that the emotional labor and psychological well-being displayed a conspicuous cause and effect among foreign travel guide group who are required to have a long-term relationship with customers.