고객접점 여성 직원의 감정노동이 직무만족과 이직의도에 미치는 영향에 관한연구 - 서울지역 특1급 호텔 식음료부서의 고용형태를 중심으로 - (A Study on Effects of Female Staff's Emotional Labor at Customer Contact Points on Job Satisfaction and Turnover Intention : Focusing on Food & Beverage Parts of Employment Types in Five-start Hotels )

서지정보

· 발행기관 : 한국호텔리조트학회
· 수록지 정보 : 호텔리조트연구 / 14권 / 1호 / 295 ~ 311페이지
· 저자명 : 권기완, 우성근

초록

This study is intended to provide novel reference data on human resource management by investigating the effects of female staff's emotional labor at customer contact points in hotels on their job satisfaction and turnover intention. A self-administered questionnaire survey was used to collect data, which was in turn processed with SPSS 18.0 statistics package program to verify hypotheses based on Frequency analysis, Cronbach's alpha, Factor analysis, Multiple regression analysis and T-test. The T-test of emotional labor in line with employment types found a significant difference in surface acting only. In regular staff, significant effects on job satisfaction and turnover intention were found in deep acting only. By contrast, in irregular staff, significant effects were found in all aspects. To sum up, emotional labor was found to affect job satisfaction and turnover intention, which indicates that new measures must be sought in order to reduce the job stress resulting from emotional labor and thus to increase the job satisfaction. In addition, organizational culture need be renewed in favor of interactive communication to prevent regular staff's turnover due to emotional labor by considering their emotion and by squaring it with the emotion that hotels expect of them.

영어초록

This study is intended to provide novel reference data on human resource management by investigating the effects of female staff's emotional labor at customer contact points in hotels on their job satisfaction and turnover intention. A self-administered questionnaire survey was used to collect data, which was in turn processed with SPSS 18.0 statistics package program to verify hypotheses based on Frequency analysis, Cronbach's alpha, Factor analysis, Multiple regression analysis and T-test. The T-test of emotional labor in line with employment types found a significant difference in surface acting only. In regular staff, significant effects on job satisfaction and turnover intention were found in deep acting only. By contrast, in irregular staff, significant effects were found in all aspects. To sum up, emotional labor was found to affect job satisfaction and turnover intention, which indicates that new measures must be sought in order to reduce the job stress resulting from emotional labor and thus to increase the job satisfaction. In addition, organizational culture need be renewed in favor of interactive communication to prevent regular staff's turnover due to emotional labor by considering their emotion and by squaring it with the emotion that hotels expect of them.

참고자료

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