호텔 종사원의 감정노동 유형별 직무소진의 차이 연구: 대전지역 호텔을 중심으로 (Study on Difference in Burnout according to Type of Hotel Employees' Emotional Labor: Focusing on hotels in Daejeon area)

서지정보

· 발행기관 : 관광경영학회
· 수록지 정보 : 관광경영연구 / 21권 / 3호 / 99 ~ 121페이지
· 저자명 : 박정하

초록

This study conducted an empirical analysis focusing on a hypothesis in order to verify difference in burnout due to emotional labor of hotel employees. According to factorial analysis of emotional labor, it was classified into surface acting, control mechanism, and deep acting; according to cluster analysis of deduced factors, it was classified into surface acting cluster, control mechanism cluster, and deep acting cluster; and, verification was made on difference in burnout of hotel employees between the 3 clusters. Academic implications pursuant to the analysis result revealed statistically significant differences in hotel employees' burnout of emotional labor between the 3 clusters and therefore, it adopted the hypothesis suggested through a theoretical ground of advanced research. Burnout was shown differently as per emotional labor cluster of hotel employees and therefore, it was found what they considered as per emotional labor cluster. Some employees have well adapted to emotional labor from the aspect of human resources management of hotel employees while some have evaded it, which results in an adverse affect to the organization owing to personal difference between variables of cause and result, and therefore, the result of this study suggested a way to reduce the burnout. In addition, it is expected that quality of life of hotel employees can be improved not only through continuous interest in emotional labor but also through an institutional strategy for improvement of their human rights in order to contribute to creation of sound labor culture.

영어초록

This study conducted an empirical analysis focusing on a hypothesis in order to verify difference in burnout due to emotional labor of hotel employees. According to factorial analysis of emotional labor, it was classified into surface acting, control mechanism, and deep acting; according to cluster analysis of deduced factors, it was classified into surface acting cluster, control mechanism cluster, and deep acting cluster; and, verification was made on difference in burnout of hotel employees between the 3 clusters. Academic implications pursuant to the analysis result revealed statistically significant differences in hotel employees' burnout of emotional labor between the 3 clusters and therefore, it adopted the hypothesis suggested through a theoretical ground of advanced research. Burnout was shown differently as per emotional labor cluster of hotel employees and therefore, it was found what they considered as per emotional labor cluster. Some employees have well adapted to emotional labor from the aspect of human resources management of hotel employees while some have evaded it, which results in an adverse affect to the organization owing to personal difference between variables of cause and result, and therefore, the result of this study suggested a way to reduce the burnout. In addition, it is expected that quality of life of hotel employees can be improved not only through continuous interest in emotional labor but also through an institutional strategy for improvement of their human rights in order to contribute to creation of sound labor culture.

참고자료

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