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감성지능이 감정노동과 감정부조화 및 직무소진에 미치는 영향 - 서울시내 특1급 호텔 식음료부서를 중심으로 -

The Influence of Emotional Intelligence on Emotional Labor, Emotional Dissonance and Job Burnout in Hotel Employees

채신석
한국호텔리조트학회 (Korea Hotel & Resort Association)|2017.05|호텔리조트연구 (Journal of Hotel & Resort)|제16권 제2호|pp. 77-101

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참고문헌

키워드

Emotional intelligenceSurface actingDeep actingBurnoutEmotional laborEmotional dissonancekey words : Hotel employees
주제분류관광학

초록

The aim of this research was to investigate the emotional intelligence as it was perceived by hotel food and beverage employees and to examine the effects of the perceived emotional labor(surface acting and deep acting) on emotional dissonance and job burnout. Data were collected from hotel food and beverage employees at 9 five star hotels in Seoul. A total of 258 samples were finally used for the analysis. The statistical tools to be undertaken this research were frequency analysis, confirmatory factor analysis and discriminant validity analysis using the statistical package of SPSS(18.0) and AMOS(18.0). The results of the analysis showed that perceived emotional intelligence had significant effect on emotional labor(surface acting and deep acting) and burnout while the emotional dissonance did not. The results also indicated that surface acting had significant effect on emotional dissonance while the burnout did not and deep acting no significant effect on emotional dissonance and burnout. Also emotional dissonance had significant effect on burnout. Practical implications and limitation of the study are discussed within.

Abstract

The aim of this research was to investigate the emotional intelligence as it was perceived by hotel food and beverage employees and to examine the effects of the perceived emotional labor(surface acting and deep acting) on emotional dissonance and job burnout. Data were collected from hotel food and beverage employees at 9 five star hotels in Seoul. A total of 258 samples were finally used for the analysis. The statistical tools to be undertaken this research were frequency analysis, confirmatory factor analysis and discriminant validity analysis using the statistical package of SPSS(18.0) and AMOS(18.0). The results of the analysis showed that perceived emotional intelligence had significant effect on emotional labor(surface acting and deep acting) and burnout while the emotional dissonance did not. The results also indicated that surface acting had significant effect on emotional dissonance while the burnout did not and deep acting no significant effect on emotional dissonance and burnout. Also emotional dissonance had significant effect on burnout. Practical implications and limitation of the study are discussed within.

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