여행사 종사원의 감정노동과 서비스 태도의 영향관계 (Relationship between Emotional Labor and Service Attitude of Employee in Travel Agency)

서지정보

· 발행기관 : 관광경영학회
· 수록지 정보 : 관광경영연구 / 15권 / 4호 / 267 ~ 286페이지
· 저자명 : 최철수

초록

The previous other research has greatly advanced the understanding of emotional labor by providing a theoretical framework. Emotional labour is considered by many to be an important part of the role of many travel professionals. Previous research has not, however, investigated the tenants of the framework across various emotional labor and service attitude in travel service. So, I investigate the main effects of the element of the emotional labor with interactive situation, display rules, and emotion control strategy on result with the service attitude. Data obtained from survey of employee who engage in the sales field of travel agency. In this research has found that display rules and deep acting are critical factors influencing service attitude of employee. And frequency, duration, and job routineness are significant elements which influence on service attitude. Measuring surface acting and deep acting is more process oriented, viewing emotional labor as an effortful aspect of work. Surface-level regulation and deep-level regulation were predicted to have different patterns of relationships. Deep acting may create a sense of satisfaction in the quality of the provided services. However, in the regression analyses surface acting was not significant beyond the other variables. It can also help in pinpointing areas requiring more managerial attention and action to improve the emotional labor travel agent employees perform. Lastly, it is my hope that the availability of this instrument will stimulate much needed empirical travel emotional labor research.

영어초록

The previous other research has greatly advanced the understanding of emotional labor by providing a theoretical framework. Emotional labour is considered by many to be an important part of the role of many travel professionals. Previous research has not, however, investigated the tenants of the framework across various emotional labor and service attitude in travel service. So, I investigate the main effects of the element of the emotional labor with interactive situation, display rules, and emotion control strategy on result with the service attitude. Data obtained from survey of employee who engage in the sales field of travel agency. In this research has found that display rules and deep acting are critical factors influencing service attitude of employee. And frequency, duration, and job routineness are significant elements which influence on service attitude. Measuring surface acting and deep acting is more process oriented, viewing emotional labor as an effortful aspect of work. Surface-level regulation and deep-level regulation were predicted to have different patterns of relationships. Deep acting may create a sense of satisfaction in the quality of the provided services. However, in the regression analyses surface acting was not significant beyond the other variables. It can also help in pinpointing areas requiring more managerial attention and action to improve the emotional labor travel agent employees perform. Lastly, it is my hope that the availability of this instrument will stimulate much needed empirical travel emotional labor research.

참고자료

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