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고접촉 서비스 종업원의 유머 스타일과 감정노동 및 직무만족, 이직의도와의 관계에 관한 연구

Employees’ Humor Style, Emotional Labor, Job Satisfaction, and Turnover Intention among High-Contact Service Employees

김유경
한국유통과학회 (Korea Distribution Science Association)|2014.10|유통과학연구 (Journal of Distribution Science)|제12권 제10호|pp. 109-121|DOI 10.15722/jds.12.10.201410.109

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참고문헌

키워드

Emotional LaborJob SatisfactionTurnover IntentionHigh-Touching ServiceHumor Style

초록

Purpose – Most studies related to emotional labor have beenconducted in the low-contact service industry rather than thehigh-contact service industry. Since the subjects of this studywere golf service assistants, working in an industry in which theinteraction and contact between customers and employees areconsiderable and the degree of customization is high, this studyis significant. Thus, we would like to focus on the relationshipbetween the humor style of golf service assistants and emo-tional labor. Humor style was divided into two styles adaptive —humor and maladaptive humor. Emotional labor was divided intotwo dimensions-surface acting and deep acting. In addition, weidentify the relationship between emotional labor, job satisfaction,and turnover intention. Research design, data, & methodology – This study focuseson the humor styles in the golf service industry, among golfservice assistants, on their emotion labor, and verifies the rela-tionship between emotion labor and work satisfaction or jobturnover intention. Based on the outcome, a total of four hypoth-eses were set up. To verify the hypotheses, surveys were con-ducted on the golf service assistants working in two golf fieldsin the region of Busan as well as its neighboring area. A totalof 250 copies of the questionnaire were distributed. Subsequently,a total of 227 valid questionnaire copies, after excluding improp-er responses, were used in the analysis. After verifying the reli-ability and feasibility of variances, Amos 18.0 was used to im-plement the structure method so as to verify the studyhypotheses. As a result of this analysis, the suitability of theentire model was considerably appropriate to the standard value,and the level is adequate to accommodate the study modelcompletely. Results – First, it was found that the adaptive humor of golf service assistants had a positive effect on deep acting and mal-adaptive humor had a positive effect on surface acting. Second,It was found that employees’ satisfaction with their job was re-duced through surface acting, and those employees who experi-enced positive emotional labor in the form of deep acting weremore satisfied with their job. Third, surface acting among em-ployees increased turnover intention, but deep acting reduced it. Finally, the relationship between job satisfaction and the turn-over intention of golf service assistants in the golf service in-dustry was examined. Conclusions – First, the adaptive humor of the golf assistantsin the golf service industry had a positive effect on their ex-pression behavior. Second, deep acting increased their job sat-isfaction while their surface acting had a noticeably negative ef-fect on their job satisfaction. Third, the surface acting of theemotion labor dimensions that the golf service assistants experi-ence increases their turnover intention while their deep actingdecreases their turnover intention. Finally, when analyzing therelationship between job satisfaction and turnover intention ofthe golf service assistants, it was found that the turnover in-tention decreased when their job satisfaction is increased.

Abstract

Purpose – Most studies related to emotional labor have beenconducted in the low-contact service industry rather than thehigh-contact service industry. Since the subjects of this studywere golf service assistants, working in an industry in which theinteraction and contact between customers and employees areconsiderable and the degree of customization is high, this studyis significant. Thus, we would like to focus on the relationshipbetween the humor style of golf service assistants and emo-tional labor. Humor style was divided into two styles adaptive —humor and maladaptive humor. Emotional labor was divided intotwo dimensions-surface acting and deep acting. In addition, weidentify the relationship between emotional labor, job satisfaction,and turnover intention. Research design, data, & methodology – This study focuseson the humor styles in the golf service industry, among golfservice assistants, on their emotion labor, and verifies the rela-tionship between emotion labor and work satisfaction or jobturnover intention. Based on the outcome, a total of four hypoth-eses were set up. To verify the hypotheses, surveys were con-ducted on the golf service assistants working in two golf fieldsin the region of Busan as well as its neighboring area. A totalof 250 copies of the questionnaire were distributed. Subsequently,a total of 227 valid questionnaire copies, after excluding improp-er responses, were used in the analysis. After verifying the reli-ability and feasibility of variances, Amos 18.0 was used to im-plement the structure method so as to verify the studyhypotheses. As a result of this analysis, the suitability of theentire model was considerably appropriate to the standard value,and the level is adequate to accommodate the study modelcompletely. Results – First, it was found that the adaptive humor of golf service assistants had a positive effect on deep acting and mal-adaptive humor had a positive effect on surface acting. Second,It was found that employees’ satisfaction with their job was re-duced through surface acting, and those employees who experi-enced positive emotional labor in the form of deep acting weremore satisfied with their job. Third, surface acting among em-ployees increased turnover intention, but deep acting reduced it. Finally, the relationship between job satisfaction and the turn-over intention of golf service assistants in the golf service in-dustry was examined. Conclusions – First, the adaptive humor of the golf assistantsin the golf service industry had a positive effect on their ex-pression behavior. Second, deep acting increased their job sat-isfaction while their surface acting had a noticeably negative ef-fect on their job satisfaction. Third, the surface acting of theemotion labor dimensions that the golf service assistants experi-ence increases their turnover intention while their deep actingdecreases their turnover intention. Finally, when analyzing therelationship between job satisfaction and turnover intention ofthe golf service assistants, it was found that the turnover in-tention decreased when their job satisfaction is increased.

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