뷰티서비스 종사자들의 감정노동과 레포형성이 직무만족에 미치는 영향
Effects of Emotional Labor and Rapport on Job Satisfaction in the Beauty Service Sector
0
조회
0
다운로드
8
인용
0
참고문헌
키워드
초록
Recently, many individuals have shown a great interest in Emotional Labor. People have begun to think that we did not show enough consideration to other people, especially for the emotional labor in the service sector. The purpose of this study is to examine the causal correlation between Emotional Labor, Rapport and Job satisfaction of beauty service workers. The research model for this study is used several variables as a parameter and established three hypotheses. In order to verify the hypotheses based on the research model, 251 people who work in beauty service salons were surveyed. A variety of statistical methods – correlation analysis, factor analysis, regression analysis- were used to verify the hypothesis. Analyzing the hypothesized model and following the statistical procedure, it could be assured that there was a positive correlation with emotional labor, rapport, and job satisfaction. Among the parameters, the factor of Rapport had a greater effect than Emotional labor on Job Satisfaction. However, the coefficient of correlation between those variables was not higher than the existing research results.
Abstract
Recently, many individuals have shown a great interest in Emotional Labor. People have begun to think that we did not show enough consideration to other people, especially for the emotional labor in the service sector. The purpose of this study is to examine the causal correlation between Emotional Labor, Rapport and Job satisfaction of beauty service workers. The research model for this study is used several variables as a parameter and established three hypotheses. In order to verify the hypotheses based on the research model, 251 people who work in beauty service salons were surveyed. A variety of statistical methods – correlation analysis, factor analysis, regression analysis- were used to verify the hypothesis. Analyzing the hypothesized model and following the statistical procedure, it could be assured that there was a positive correlation with emotional labor, rapport, and job satisfaction. Among the parameters, the factor of Rapport had a greater effect than Emotional labor on Job Satisfaction. However, the coefficient of correlation between those variables was not higher than the existing research results.
참고문헌 (25)
- 송소진, "헤어미용사의 자아존중감이 직무만족에 미치는 영향", 한국인체미용예술학회지, 11(4), pp.5~18 (2010), 한국인체미용예술학회
- 전선복, "미용실 서비스품질이 고객의 감정적 반응과 재방문 의도에 미치는 영향", 한국인체미용예술학회지, 14(2), pp.7~26 (2013), 한국인체미용예술학회
- Degnen L. T, "The Nature of Rapport and Its Nonverbal Correlated", Psychological Inquiry (1990)
- Dell, S. A, "Relational Communication and Organizational Customer Loyalty", pp.1991
- Gremler, D. D., "Customer-Employee Rapport in Service Relationship", J. of Service Research, 3(1), pp.82~104 (2000)
- Price, L. L., "Commercial friendship: Service Provider-Client Relationship in Context", J. of Marketing, 63, pp.38~56 (1999)
- Duck, S., "Meaningful Relationship : Talking, Sense, and Relating" (1994), sage
- 이상희, "호텔 종사자의 커뮤니케이션 스타일이 고객만족에 미치는 영향: 라포의 매개효과를 중심으로", 고객만족경영연구, 16(1), pp.179~197 (2014), 한국고객만족경영학회
- 이은성, "컨벤션센터 종사자의 직무갈등 경험에 대한 현상학적 연구", 컨벤션 연구, 13(1), pp.101~125 (2013), 한국컨벤션학회
- 황해익, "직장어린이집 보육교사의 직무스트레스에 관한 내러티브 탐구", 한국보육지원학회지, 8(3), pp.163~184 (2012), 한국보육지원학회[DOI]
- 박상언, "감정부조화의 영향과 그 조절요인에 관한 실증연구: 직무자율성과 사회적 지원의 조절효과를 중심으로", 경영학연구, 38(2), pp.379~405 (2009), 한국경영학회
- 변대식, "임상간호사의 소진에 영향을 미치는 요인 - 감정노동을 중심으로 -", 간호행정학회지, 15(3), pp.444~454 (2009), 간호행정학회
- 이유라, "호텔종사원의 감정노동이 소진과 직무만족에 미치는 영향", 관광연구, 25(1), pp.185~203 (2010), 대한관광경영학회
- 차길수, "관광호텔종사원의 고객지향성이 라포 및 관계의 질에 미치는 영향에 관한 연구", 박사, pp.2012
- Steinberg, R. J., "Emotional Labor since the Managed Heart", Annals of the American Academy of Political and Social Science, 561, pp.8~26 (1999)
- Brotheridge, C. M, "Emotional labor and burn out: Comparing two perspective of People Work", J. of Vocational Behavior, 60(1), pp.17~39 (2002)
- Abraham, R, "Emotional intelligence in organizational: A Conceptualization", Genetic,Social and General Psychology, 125(29), pp.209~229 (1999)
- 박석희, "조직원들의 감정노동의 직무성과와의 관계: 차원, 영향 및 시사점", 한국거버넌스학회보, 20(1), pp.1~24 (2013), 한국거버넌스학회
- Schaubroeck, J., "Antecedents of work place emotional labor dimensions and moderators of their effects on physical symptoms", J. of Organizational Behavior, 21(2), pp.163~183 (2000)
- Morris, J. A, "The Dimension Antecedents, and Consequenc" (1996)
- Wharton, A. S., "The Affective Consequences of Service Work", Work and Occupations, 20(2), pp.205~232 (1993)
- 이동명, "정서노동과 소진의 관계에서 정서부조화의 매개효과", 조직과 인사관리연구, 31(3), pp.131~153 (2007), 한국인사관리학회
- Ashforth, B. E., "Emotional labor in service roles: The influence of identity", Academy of Management Review, 19(1), pp.88~115 (1993)
- 이지영, "헤어디자이너의 감정노동이 소진에 미치는 영향", 패션 비즈니스, 16(4), pp.186~199 (2012), 한국패션비즈니스학회
- 천종철, "네일샵 종사자의 근무여건에 따른 직무만족도 연구", 한국인체미용예술학회지, 11(2), pp.5~15 (2010), 한국인체미용예술학회