리조트 종사원의 감정노동과 직무탈진 및 직무열의의 관계에서 사회지능의 조절효과
A study on the moderating effect of social intelligence on the relation of emotional labor, job burnout, work engagement of the resort employees
1
조회
0
다운로드
18
인용
0
참고문헌
키워드
초록
This study aimed to deduce political and theological implications by verifying empirically how the emotional labor of employees at a resort affects job burnout and job engagement, and how social intelligence plays a role of a moderating variable during the process. Regarding research for this study, it was conducted from November 29, 2013~December 27, 2013, and 315 copies were utilized as effective samples during the empirical analysis process. As a result of survey, surface acting was discovered to have a positive (+) relationship with job burnout while deep acting was found to have a positive (+) relationship with job engagement. Also, in an analysis of the regulation effect of social intelligence in the relationship between emotional labor, job burnout, and job engagement, social intelligence was shown to have a regulation effect in the relationship between emotional labor, job burnout, and job engagement. In the meantime, there have been not many studies which identified the relationship between emotional labor, job burnout, job engagement, and social intelligence. Accordingly, a study aimed at employees in the hospitality industry in which the result of emotional labor is directly related to a customer service while exhibiting high dependency on a human resources service may be meaningful.
Abstract
This study aimed to deduce political and theological implications by verifying empirically how the emotional labor of employees at a resort affects job burnout and job engagement, and how social intelligence plays a role of a moderating variable during the process. Regarding research for this study, it was conducted from November 29, 2013~December 27, 2013, and 315 copies were utilized as effective samples during the empirical analysis process. As a result of survey, surface acting was discovered to have a positive (+) relationship with job burnout while deep acting was found to have a positive (+) relationship with job engagement. Also, in an analysis of the regulation effect of social intelligence in the relationship between emotional labor, job burnout, and job engagement, social intelligence was shown to have a regulation effect in the relationship between emotional labor, job burnout, and job engagement. In the meantime, there have been not many studies which identified the relationship between emotional labor, job burnout, job engagement, and social intelligence. Accordingly, a study aimed at employees in the hospitality industry in which the result of emotional labor is directly related to a customer service while exhibiting high dependency on a human resources service may be meaningful.
참고문헌 (46)
- 강문희, "아동을 위한 사회지능 촉진 프로그램 : 이론과 실제" (2007), 시그마프레스
- 김상표, "개인 특성, 고객과의 상호작용 특성 그리고 관리기제가 감정노동 수행전략에 미치는 효과", 경영학연구, 36(2), pp.355~384 (2007), 한국경영학회
- 김양기, "표면행동과 심층행동이 감정부조화에 미치는 영향 - 서비스 상호작용 유형별 차이를 중심으로 -", Tourism Research, 38(2), pp.187~207 (2013), 한국관광산업학회
- 김영조, "서비스 직원의 감정노동 수행과 직무소진의 관계에 관한 연구", 조직과 인사관리연구, 32(3), pp.95~128 (2008), 한국인사관리학회
- 김진강, "호텔종사원의 감정노동과 직무태도의 관계에서 감성지능의 조절효과", Tourism Research, (33), pp.177~197 (2011), 한국관광산업학회[DOI]
- 노혜미, "정서지능과 정서노동 전략이 직무관련 태도에 미치는 영향: 개인적 성취감의 매개효과", 한국심리학회지: 산업 및 조직, 20(4), pp.529~550 (2007), 한국산업및조직심리학회
- 신강현, "Job engagement and job burnout in a south korean sample", 박사, pp.2003
- 신강현, "정서노동과 직무탈진 및 직무열의 관계: 정서지능의 조절효과", 한국심리학회지: 산업 및 조직, 21(3), pp.475~491 (2008), 한국산업및조직심리학회
- 여영주, "감정노동 종사자가 인식하는 감정노동이 고객지향성에 미치는 영향 : 사회지능의 조절효과를 중심으로", 석사, 호텔경영학과, pp.2012
- 신강현, "직무탈진과 직무열의의 요구-자원 모델에서 정서노동전략의 역할 - 콜센터 상담원을 대상으로 -", 한국심리학회지: 산업 및 조직, 19(4), pp.573~596 (2006), 한국산업및조직심리학회
- 이상우, "호텔종업원의 감정노동이 팔로워십과 조직시민행동에 미치는 영향", Tourism Research, 38(3), pp.1~18 (2013), 한국관광산업학회
- 이유라, "호텔종사원의 감정노동이 소진과 직무만족에 미치는 영향", 관광연구, 25(1), pp.185~203 (2010), 대한관광경영학회
- 장성희, "서비스 종업원의 정서특성이 직무탈진과 업무열의에 미치는 영향 : 정서노동 전략의 매개효과", 석사, 심리학, pp.2009
- 장재규, "감정노동(Emotional labor)의 역동성에 관한 연구", 박사, 경영학, pp.2011
- 정승우, "골프장 도우미의 교환관계, 감정노동, 직무관련 탈진 및 고객지향행동과의 관계 : 사회지능과 감성지능의 조절효과", 박사, 체육학, pp.2011
- 최원수, "광고 크리에이터의 감성·사회적 지능과 창의적 성향 및 직무성과인식의 인과관계에 관한 다차원적 분석", 박사, 광고홍보학, pp.2009
- 최정순, "호텔기업의 내부마케팅이 종사원의 감정노동과 서비스 제공수준에 미치는 영향", 박사, 관광경영학, pp.2004
- 허광무, "카지노 종사원의 감정노동과 무태도간 관계에 관한 연구: 조직지원의 조절효과를 중심으로", Tourism Research, 30, pp.81~100 (2010)
- Ashforth, B. E., "Emotion in the workplace: A reappraisal", Human Relations, 48(2), pp.97~125 (1993)
- Austin, E. J., "Associations of personality & emotional intelligence with display rule perceptions and emotional labour", Personality and Individual Differences, 44, pp.679~688 (2008)
- Bar-On, R., "The Bar-On model of emotional-social intelligence (ESI)", Psicothema, 18, pp.13~25 (2006)
- Brotheridge, C. M., "On the dimensionality of emotional labour: Development and validation of the Emotional Labour Scale", Paper presented at the First Conference on Emotions in Organizational Life (1998)
- Brotheridge, C. M., "Testing a conservation of resource model of dynamics of emotional labor", Journal of Occupational & Health Psychology, 7(1), pp.57~67 (2002)
- Brotheridge, C. M., "Emotional labor and burnout: Comparing tow perspectives of people work", Journal of Vocational Behavior, 60, pp.17~39 (2002)
- Brotheridge, C. M., "Development and validation of the Emotional Labour Scale", Journal of Occupational Health Psychology, 76, pp.57~67 (2003)
- Chu, K. H-L., "Development and validation of the hospitality emotional labor scale", Tourism Management, 27, pp.183~1191 (2006)
- Ford, M., "A further search for social intelligence", Journal of Educational Psychology, 75, pp.197~206 (1983)
- Gini, G., "Adaptation of the italian version of the tromso social intelligence scale to the adolescent population", Journal of Adolescence, 29(2), pp.307~312 (2006)
- Goleman, D., "Emotional intelligence: Why it can matter more than IQ" (1995), Bantam Books
- Goleman, D., "Social Intelligence", pp.2006, Daniel Goleman c
- Goleman, D., "Social intelligence and the biology of leadership", Harvard Business Review, 86(9), pp.74~81 (2008)
- Grandey, A. A., "Must "service with a smile" be stressful" the moderate role of personal control for American and French employees", Journal of Applied Psychology, 90(5), pp.893~904 (2005)
- Grandey, A. A., "Emotion regulation in the workplace: A new way to conceptualize emotional labor", Journal of Occupational and Health Psychology, 5(1), pp.95~110 (2000)
- Grandey, A. A., "When "the show must go on": Surface and deep acting as predictors of emotional exhaustion and service delivery", Academy of Management Journal, 46(1), pp.86~96 (2003)
- Hochschild, A., "The Managed Heart: Commercialization of Human Feeling", pp.1~327 (1983), University of California Press
- Kruml, S. M., "Exploring the dimensions of emotional labor", Management Communication Quarterly, 14, pp.8~49 (2000)
- Leiter, M. P., "The dream denied: Professional burnout and the constraints of service organizations", Canadian Psychology, 32, pp.547~558 (1991)
- Maslach, C., "The measurement of experienced burnout", Journal of Occupational Behavior, 2, pp.99~113 (1981)
- Maslach, C., "Job burnout", Annual Review of Psychology, 52, pp.397~422 (2001)
- Mayer, J. D., "The intelligence of emotional intelligence", Intelligence, 17, pp.433~442 (1993)
- Morris, J. A., "The dimensions, antecedents and consequences of emotional labour", Academy of Management Review, 21, pp.986~1010 (1996)
- Nunnally, J. C., "Psychometric Theory" (1978), McGraw-Hill
- Pines, A., "Career Burnout: Causes and cures" (1989), Free Press
- Schaufeli, W. B., "The measurement of engagement and burnout and: A confirmative analytic approach", Journal of Happiness Studies, 3, pp.71~92 (2002)
- Schaufeli, W. B., "Job demands, Job resources and their relationship with burnout and engagement: A Multi sample study", Journal of Organizational Behavior, 25, pp.293~315 (2004)
- Schaufeli, W. B., "MBI Manual" (1996), Consulting Psychologists Press