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감정노동자의 서비스 회복성과를 위한 요인 연구

Factors of Service Recovery Performance of Emotional Laborers

변현수
서비스사이언스학회 (The Society of Service Science)|2016.12|서비스 연구 (Journal Of Service Research and Studies)|제6권 제4호|pp. 1-13|DOI http://dx.doi.org/10.18807/jsrs.2016.6.4.001

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참고문헌

키워드

감정노동Emotional LaborService Recovery이직의도Deep ActingIntentionSurface Acting서비스 회복표면 행위내면 행위
주제분류학제간연구

초록

서비스 분야에서 감정노동은 서비스 실패로 이어지는 경우가 많다. 기업 등 조직의 관리자들은 감정노동으로 인한 스트레스 등 부정적인 효과를 줄여서 서비스 회복으로 이어지게 할 수 있다. 본 연구의 목적은 감정노동과 관련된 선행요인 및 후행요인들이 서비스 회복과 어떠한 관련성을 가지고 있는지 알아보기 위하여 수행되었다. 연구목적을 위해 특히 현장에서 일하는 일선 직원들을 대상으로 데이터를 수집하였다. 이후 통계도구 등을 이용하여 실증적으로 가설을 분석하고 그 결과를 나타내었다. 연구결과는 다음과 같다. 첫째, 표면 행위는 서비스 회복에 부정적으로, 내면 행위는 서비스 회복에 긍정적으로 영향을 미쳤다. 둘째, 권한위임과 동기부여는 서비스 회복에 긍정적인 영향을 미치고 있었다. 셋째, 서비스 회복으로 인해 이직의도가 유의하게 낮아지는 효과를 거두는 것을 알 수 있었다. 결론적으로 현장 직원들의 감정노동과 근무환경에 대한 대처방법을 적절히 시행함으로써 서비스 회복 성과를 높이고 이직의도를 낮출 수 있을 것이다.

Abstract

Emotional labor may lead to service failure in service industries. Managers of an organization or a company can contribute to service recovery by reducing stress related to emotional labor. The aim of this study is to identify the antecedents and consequences of service recovery in respect of emotional labor. Data was surveyed from frontline employees to achieve the research purpose. The hypotheses were examined empirically using statistical tools. Results are as follows. First, surface acting had a negative impact on service recovery performance and deep acting had a positive impact. Second, empowerment and motivation had an influential relationship positively on service recovery performance. Third, service recovery performance was negatively related to intention to quit. In conclusion, managing employees’ emotional labor strategies and work environment will bring high service recovery performance and low intention to quit.

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관련 논문AI추천

서비스 종업원의 감정적 노동의 선행 및 결과변수에 대한 연구곽원준, 신호철, 유재원한국인적자원관리학회 · 인적자원관리연구2014 · 제21권 제2호서비스종사원 감정노동의 표면행위와 내면행위가 감정부조화 및 직무태도에 미치는 영향권혁기, 박봉규한국인적자원관리학회 · 인적자원관리연구2011 · 제18권 제1호비서의 감정노동, 직무만족, 이직의도와 회복탄력성간의 관련성에 대한 연구김성은, 김철희대한경영정보학회 · 경영과 정보연구2014 · 제33권 제5호서비스 인카운터에서의 감정노동이 직무스트레스와 이직의도에 미치는 영향 - 공항서비스직을 대상으로 -박영식, 박인실한국관광산업학회 · Tourism Research2015 · 제40권 제2호서비스 실패와 서비스 회복이 직무만족과 대처반응에 미치는 영향김춘수, 徐哲俊, 郑舒宁한국상업경영학회 · 상업경영연구2016 · 제30권 제3호호텔종사자의 감정노동이 감정부조화, 직무만족 및 이직의도에 미치는 영향에 관한 연구김재원, 황병우한국관광산업학회 · Tourism Research2015 · 제40권 제3호

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