항공사 객실승무원의 감정노동전략이 직무성과와 삶의 만족에 미치는 영향

키워드

참고문헌 (88)

1. 강재호, "고객과의 상호작용에 따른 감정노동의 강도와 감정노동 결과에 대한 차이 분석 : 심리적 안녕과의 관계를 중심으로", 호텔경영학연구, 17(1), pp.157~174 (2008), 한국호텔외식관광경영학회
2. 강훤, "서비스업 종사자의 감정노동전략과 직무만족의 관련성", 한국인사조직학회 발표논문집, pp.178~203 (2011)
3. 권동균, "상사에 대한 정서노동이 삶의 만족에 미치는 영향: 정서적 소진과 일-가정 갈등의 이중매개효과", 한국심리학회지:여성, 20(3), pp.401~426 (2015), 한국여성심리학회
4. 김양기, "호텔종사원의 감정노동전략이 감정부조화에미치는 영향에 대한 실증연구- 감성지능의 조절 효과를 중심으로 -", Tourism Research, 38(4), pp.21~43 (2013), 한국관광산업학회
5. 김유경, "항공사 객실승무원의 직무소진, 지각된 건강상태, 삶의 질, 그리고 몰입과의 관계연구", 관광연구저널, 29(1), pp.45~60 (2015), 한국관광연구학회
6. 박성규, "감정노동전략이 직무만족, 조직시민행동 및 이직의도에 미치는 영향: 간호사들을 중심으로", 마케팅논집(Journal of Marketing Studies), 24(2), pp.21~41 (2016), 한국전략마케팅학회[DOI]
7. 신소희, "정신간호사의 감정노동전략이 직무소진과 직무열의에 미치는 영향", 대한보건연구, 42(4), pp.33~43 (2016), 사단법인 대한보건협회
8. 윤영삼, "감정노동의 경험이 고객에 대한 반응행동에 미치는 영향에 관한 연구", 호텔리조트연구, 14(3), pp.91~112 (2015), 한국호텔리조트학회
9. 아주경제, "우리도 감정노동자, 작은 배려가 큰 나눔이 됩니다", ~ (2017)
10. 이종호, "항공사 객실승무원이 지각한 팀장역량이 팀원의 직무성과와 팀 성과에 미치는 영향", 호텔리조트연구, 15(2), pp.331~350 (2016), 한국호텔리조트학회
11. 이종호, "항공사 객실승무원의 셀프리더십이 서비스유연성과 긍정정서표현에 미치는 영향", 호텔리조트연구, 16(1), pp.175~196 (2017), 한국호텔리조트학회
12. 이지우, "감정노동, 조직몰입, 삶의 만족의 관계", 관광연구, 31(3), pp.277~295 (2016), 대한관광경영학회
13. 채신석, "감정노동의 노동가치 평가에 관한 질적 연구: 호텔종사원을 중심으로", 호텔리조트연구, 14(3), pp.69~89 (2015), 한국호텔리조트학회
14. 2012 한국의 직업지표-감정노동의 직업별 실태조사, "한국직업능력개발원", ~ (2013)
15. 황승미, "항공사 객실승무원의 감정노동이 소진 및 이직의도에 미치는 영향", 호텔경영학연구, 21(2), pp.277~294 (2012), 한국호텔외식관광경영학회
16. 황승욱, "서비스 종사자의 감정노동전략과 직무소진 관계에 관한 실증적 연구: 감성리더십과 신뢰의 조절효과", 경영연구, 28(2), pp.153~191 (2013), 한국산업경영학회
17. Abraham, R., "The impact of emotional dissonance on organizational commitment and intention to turnover", The journal of Psychology, 133(4), pp.441~455 (1999)
18. Adams, G. A., "Relationships of job and family involvement, family social support, and work–family conflict with job and life satisfaction", Journal of applied psychology, 81(4), pp.411~ (1996)
19. Research on the Quality of Life, "Andrews, F. M.", Inst for Social Research the Univ, ~ (1986)
20. Ashforth, B. E., "Emotional labor in service roles : The influence of identity", Academy of management review, 18(1), pp.88~115 (1993)
21. Babin, B. J., "Employee behavior in a service environment:A model and test of potential differences between men and women", The Journal of Marketing, pp.77~91 (1998)
22. Baumeister, R. F., "Ego depletion : Is the active self a limited resource?", Journal of personality and social psychology, 74(5), pp.1252~ (1998)
23. Bigot, A., "The relevance of American life satisfaction indices for research on British subjects before and after retirement", Age and ageing, 3(2), pp.113~121 (1974)
24. Toward understanding emotional management at work:A quantitative review of emotional labor research, "Bono, J. E.", ~ (2005)
25. Bowen, D. E., "Services marketing and management-implications for organizational-behavior", Research in organizational behavior, 10, pp.43~80 (1988)
26. Brief, A. P., "Managing job stress" (1981), Little Brown
27. Brotheridge, C. M., "Emotional labor and burnout : Comparing two perspectives of ''people work''", Journal of vocational behavior, 60(1), pp.17~39 (2002)
28. Brotheridge, C. M., "Individual and organizational perspectives on emotion management and display", pp.167~191 (2006), Emerald Group Publishing Limited
29. Browne, M. W., "Alternative ways of assessing model fit", Sage focus editions, 154, pp.136~136 (1993)
30. Brown, C., "Trade unions in the production process", Journal of political economy, 86(3), pp.355~378 (1978)
31. Burke, R. J., "Career success and personal failure experiences and Type A behaviour", Journal of Organizational Behavior, 3(2), pp.161~170 (1982)
32. Chang, C. P., "Flight attendants’ emotional labor and exhaustion in the Taiwanese airline industry", Journal of Service Science and Management, 2(04), pp.305~ (2009)
33. Crouter, A. C., "Spillover from family to work : The neglected side of the work-family interface", Human relations, 37(6), pp.425~441 (1984)
34. Dabke, D., "Can Life Satisfaction be predicted by Emotional Intelligence, Job Satisfaction and Personality type?", Aweshkar Research Journal, 17(1), pp.22~32 (2014)
35. Demerouti, E., "Spillover and crossover of exhaustion and life satisfaction among dual-earner parents", Journal of Vocational Behavior, 67(2), pp.266~289 (2005)
36. Diefendorff, J. M., "Understanding the emotional labor process : A control theory perspective", Journal of Organizational Behavior, 24(8), pp.945~959 (2003)
37. Diefendorff, J. M., "The dimensionality and antecedents of emotional labor strategies", Journal of Vocational Behavior, 66(2), pp.339~357 (2005)
38. Diener, E. D., "The satisfaction with life scale", Journal of personality assessment, 49(1), pp.71~75 (1985)
39. Evans, D. R., "Personality, marital and occupational factors associated with quality of life", Journal of clinical psychology, 49(4), pp.477~485 (1993)
40. Frisch, M. B., "Clinical validation of the Quality of Life Inventory. A measure of life satisfaction for use in treatment planning and outcome assessment", Psychological assessment, 4(1), pp.92~101 (1992)
41. George, J. M., "The role of personality in organizational life : Issues and evidence", Journal of Management, 18(2), pp.185~213 (1992)
42. Gopalan, N., "Explaining Emotional Labor's Relationships with Emotional Exhaustion and Life Satisfaction : Moderating Role of Perceived Autonomy", Universitas psychologica, 12(2), pp.347~356 (2013)
43. Grandey, A. A., "Emotional regulation in the workplace : A new way to conceptualize emotional labor", Journal of occupational health psychology, 5(1), pp.95~ (2000)
44. Grandey, A. A., "When ''the show must go on'' : Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery", Academy of management Journal, 46(1), pp.86~96 (2003)
45. Grandey, A., "Emotion display rules at work in the global service economy : The special case of the customer", Journal of Service Management, 21(3), pp.388~412 (2010)
46. Greenhaus, J. H., "Work experiences, job performance, and feelings of personal and family well-being", Journal of Vocational Behavior, 31(2), pp.200~215 (1987)
47. Gross, J. J., "Antecedent-and response-focused emotion regulation : divergent consequences for experience, expression, and physiology", Journal of personality and social psychology, 74(1), pp.224~237 (1998)
48. Headey, B., "Subjective well-being : A stocks and flows framework", Subjective well-being : An interdisciplinary perspective, 21, pp.49~73 (1991)
49. Henseler, J., "Using PLS path modeling in new technology research : updated guidelines", Industrial management & data systems, 116(1), pp.2~20 (2016)
50. Hochschild, A. R., "The managed heart" (1983)
51. Hu, L. T., "Cutoff criteria for fit indexes in covariance structure analysis : Conventional criteria versus new alternatives", Structural equation modeling : a multidisciplinary journal, 6(1), pp.1~55 (1999)
52. HŒlsheger, U. R., "On the costs and benefits of emotional labor:a meta-analysis of three decades of research" (2011)
53. Ivancevich, J. M., "Stress and work: A managerial perspective" (1980), Scott, Foresman
54. Jansz, J., "Emotional dissonance : When the experience of an emotion jeopardizes an individual's identity", Theory & Psychology, 12(1), pp.79~95 (2002)
55. Kalish, R. A., "Adulthood : Perspectives on Human Development" (1975), Cole Publishing
56. Kim, H. J., "Is all support equal? The moderating effects of supervisor, coworker, and organizational support on the link between emotional labor and job performance", BRQ Business Research Quarterly, 20(2), pp.124~136 (2017)
57. Kopelman, R. E., "A model of work, family, and interrole conflict : A construct validation study", Organizational behavior and human performance, 32(2), pp.198~215 (1983)
58. Korman, A. K., "Career success and personal failure : Alienation in professionals and managers", Academy of Management Journal, 24(2), pp.342~360 (1981)
59. LaBier, D., "Modern madness: The emotional fallout of success" (1986), Addison-Wesley
60. Lam, S. S., "Participative decision making and employee performance in different cultures : The moderating effects of allocentrism", idiocentrism and efficacy, 2002, pp.45(5), 905~914
61. Lee, C., "The effects of emotional display rules on flight attendants’ emotional labor strategy, job burnout and performance", Service Business, 9(3), pp.409~425 (2015)
62. Lewig, K. A., "Emotional dissonance, emotional exhaustion and job satisfaction in call centre workers", European Journal of Work and Organizational Psychology, 12(4), pp.366~392 (2003)
63. Lucia Zammuner, V., "Regulation of emotions in the helping professions : Nature, antecedents and consequences", Australian e-Journal for the Advancement of Mental Health, 2(1), pp.43~55 (2003)
64. Martin, T. N., "Job performance and turnover", Journal of Applied Psychology, 66(1), pp.116~119 (1981)
65. Morris, J. A., "Managing emotions in the workplace", Journal of Managerial Issues, 9(3), pp.257~274 (1997)
66. Moser, K., "Is involvement a suppressor of the job satisfaction–life satisfaction relationship?", Journal of Applied Social Psychology, 34(11), pp.2377~2388 (2004)
67. Muraven, M., "Self-control as a limited resource : Regulatory depletion patterns", Journal of personality and social psychology, 74(3), pp.774~ (1998)
68. Neugarten, B. L., "The Measurement of Life Satisfaction", Journal of Gerontology (1961)
69. Pavot, W., "Review of the satisfaction with life scale", Psychological assessment, 5(2), pp.164~ (1993)
70. Rafaeli, A., "Expression of emotion as part of the work role", Academy of management review, 12(1), pp.23~37 (1987)
71. Rafaeli, A., "The expression of emotion in organizational life", Research in organizational behavior, 11(1), pp.1~42 (1989)
72. Richards, J. M., "Emotion regulation and memory : the cognitive costs of keeping one's cool", Journal of personality and social psychology, 79(3), pp.410~ (2000)
73. Rubin, R. S., "A reconceptualization of the emotional labor construct: On the development of an integrated theory of perceived emotional dissonance and emotional labor", Annual Conference of the Society for Industrial and Organizational Psychology, 17th (2005), Lawrence Erlbaum Associates Publishers
74. Ryff, C. D., "Happiness is everything, or is it? Explorations on the meaning of psychological well-being", Journal of personality and social psychology, 57(6), pp.1069~ (1989)
75. Schwarz, N., "Mood, misattribution, and judgments of well-being : Informative and directive functions of affective states", Journal of personality and social psychology, 45(3), pp.513~ (1983)
76. Sousa, L., "Encylopedia of women and gender: Sex similarities and differences and the impact of society on gender, 2", pp.667~676 (2001)
77. Szilagyi, A. D., "Organizational Behavior and Performance", pp.18~47 (1990)
78. Totterdell, P., "Emotion regulation in customer service roles : testing a model of emotional labor", Journal of occupational health psychology, 8(1), pp.55~ (2003)
79. Tucker, L. R., "A reliability coefficient for maximum likelihood factor analysis", Psychometrika, 38(1), pp.1~10 (1973)
80. Van Dijk, P. A., "Emotional labour and negative job outcomes : An evaluation of the mediating role of emotional dissonance", Journal of Management & Organization, 12(02), pp.101~115 (2006)
81. Wagner, D. T., "Driving it home : How workplace emotional labor harms employee home life", Personnel Psychology, 67(2), pp.487~516 (2014)
82. Wang, X., "Effects of emotional labor and adaptive selling behavior on job performance", Social Behavior and Personality : an international journal, 44(5), pp.801~814 (2016)
83. Williams, C., "Sky service : The demands of emotional labour in the airline industry. Gender", Work & Organization, 10(5), pp.513~550 (2003)
84. Wright, T. A., "Mental health and work performance : Results of a longitudinal field study", Journal of Occupational and Organizational Psychology, 66(4), pp.277~284 (1993)
85. Wright, T. A., "WELL-BEING, SATISFACTION AND JOB PERFORMANCE: ANOTHER LOOK AT THE HAPPY", PRODUCTIVE WORKER THESIS, 1997, pp.1997(1), 364~368[DOI]
86. Yanchus, N. J., "The impact of emotional labor on work–family outcomes", Journal of Vocational Behavior, 76(1), pp.105~117 (2010)
87. Zapf, D., "Emotion work and psychological well-being : A review of the literature and some conceptual considerations", Human resource management review, 12(2), pp.237~268 (2002)
88. Zapf, D., "On the positive and negative effects of emotion work in organizations", European journal of work and organizational psychology, 15(1), pp.1~28 (2006)

관련 논문AI추천