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호텔 기업의 표현규칙이 종사원의 감정불일치에 미치는 영향에 관한 연구

A Study on the Effect of Hotel Enterprise's Display Rule on Emotional Discrepancy of Employees

김영현
한국관광산업학회 (Korean Tourism Industry Research Association)|2013.12|Tourism Research|제38권 제4호|pp. 317-335

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참고문헌

키워드

감정노동Emotional Labor감정부조화Emotional Dissonance표현규칙감정불일치Display RuleEmotional Discrepancy
주제분류관광학

초록

The purpose of this study is the effect of display rules on emotional discrepancy of hotel employee. Emotional discrepancy is the discrepancy between display rule and real feeling of employee prior to the emotional labor. Therefore it is differ from emotional dissonance which is the discrepancy between real feeling of employee and expressed feeling or emotion to comply with display rule. The result showed that only explicitness of display rule is negatively associated emotional discrepancy. The display rules perception has no significant effects on emotional discrepancy. These results suggest that organizations have to compose display rules more explicit and prepare efficient education and training program to make employees experience less emotional discrepancy. Despite of no significance, organizations and researchers have to pay attention to the variables related to emotional discrepancy and display rule.

Abstract

The purpose of this study is the effect of display rules on emotional discrepancy of hotel employee. Emotional discrepancy is the discrepancy between display rule and real feeling of employee prior to the emotional labor. Therefore it is differ from emotional dissonance which is the discrepancy between real feeling of employee and expressed feeling or emotion to comply with display rule. The result showed that only explicitness of display rule is negatively associated emotional discrepancy. The display rules perception has no significant effects on emotional discrepancy. These results suggest that organizations have to compose display rules more explicit and prepare efficient education and training program to make employees experience less emotional discrepancy. Despite of no significance, organizations and researchers have to pay attention to the variables related to emotional discrepancy and display rule.

참고문헌 (56)

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