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호텔종사원의 감정노동과 직무태도의 관계에서 감성지능의 조절효과

A Study on Emotional Intelligence’s Moderating Effect on Hotel Employees’ Emotional Labor and Job Attitude

김진강
한국관광산업학회 (Korean Tourism Industry Research Association)|2011.12|Tourism Research|제33호|pp. 177-197|DOI http://dx.doi.org/

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참고문헌

키워드

Emotional intelligenceEmotional laborJob attitudecustomer orientation
주제분류관광학

초록

Now emotional labor cannot be disregarded in service industry where workers have to contact people individually and control their feelings themselves to maintain kindness and satisfy customers. Therefore, this study aims to figure out the effect of hotel employees’ emotional labor on their job attitude and examine as moderating effect emotional intelligence, the factor to relieve such relationship. This study targets workers in five-star hotels located in Jeonnam area. Total 250 questionnaire sheets were distributed, and 224 were used for positive analysis as effective samples. According to the result of this research, first, among the two sub factors of emotional labor, surface acting and deep acting, only the deep acting affects customer orientation and emotional commitment positively. Second, according to the result of verifying emotional intelligence’s moderating effect on the relationship between hotel employees’ emotional labor and job attitude, there was no moderating effect found.

Abstract

Now emotional labor cannot be disregarded in service industry where workers have to contact people individually and control their feelings themselves to maintain kindness and satisfy customers. Therefore, this study aims to figure out the effect of hotel employees’ emotional labor on their job attitude and examine as moderating effect emotional intelligence, the factor to relieve such relationship. This study targets workers in five-star hotels located in Jeonnam area. Total 250 questionnaire sheets were distributed, and 224 were used for positive analysis as effective samples. According to the result of this research, first, among the two sub factors of emotional labor, surface acting and deep acting, only the deep acting affects customer orientation and emotional commitment positively. Second, according to the result of verifying emotional intelligence’s moderating effect on the relationship between hotel employees’ emotional labor and job attitude, there was no moderating effect found.

참고문헌 (55)

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