호텔종사원의 감정노동과 직무태도 및 조직시민행동과의 관계

Abstract

The purpose of this study was to investigate the antecedents of emotional labor to job attitudes of the Hotel Employees and the Hotel Employees affect the relationship between organizational citizenship behavior. Questions of the study, the concept of emotional labor, job attitude items, organizational citizenship behavior, 20 items was tested through exploratory factor analysis, validity and reliability emotional labor the inner surface and acts acts, job involvement, job attitudes conscience, altruism, for example, surname, sportsmanship, citizenship and the impact of emotional labor on job attitudes and job satisfaction, organizational citizenship behavior, the impact of emotional labor on organizational citizenship behavior, and job attitudes and organizational citizenship behavior on multiple regression analysis was performed to determine the impact. Organizational citizenship behavior, attitudes, job commitment and job satisfaction Employees' Emotional Labor to achieve the goals of the enterprise so you can do to minimize the importance of the efforts of companies and individuals, and the organization for the voluntary and prosocial behavior because lead derive measures that can be taken.