외식업종사자의 감정노동과 직무스트레스가 직무소진과 이직의도에 미치는 영향
The Effects of Foodservice Employees’ Emotional Labor and Job Stress on Job Burnout and Turnover Intention
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Emotional labor, experienced by foodservice employees, does not only affect their physical health, but their job stress, job dissatisfaction, job burnout and even turnover intention, which in turn can do huge harm to their operations due to frequent turnover as well as poor service quality in the foodservice industry. However, the study on the fundamental causes or solutions for the foodservice industry is very important to determine how the relationship between their high job stress, job burnout and turnover intention due to the intensive pressure of service quality is related to the increased service labor intensity due to keen competition from the saturation of foodservice industry. So this study is intended to look into the effects of foodservice employees’ emotional labor on their job stress, job burnout and turnover intention, and come up with interdisciplinary and practical implications. To achieve this, a statistical analysis was conducted after surveying 293 foodservice employees in five-star hotels in Seoul. As a whole, the effects of emotional labor on job burnout and job burnout on turnover intention were adopted as they were significant, while the effects of emotional labor on turnover intention, job stress on job burnout and job stress on turnover intention were rejected as they were not significant. These results can be evaluated as suggesting that job efforts and responsibilities will lead to job burnout to promote service satisfaction through expressions for a wide range of customers depending on foodservice employees’ emotional labor, and that the deepening of this will soon lead to turnover.
Abstract
Emotional labor, experienced by foodservice employees, does not only affect their physical health, but their job stress, job dissatisfaction, job burnout and even turnover intention, which in turn can do huge harm to their operations due to frequent turnover as well as poor service quality in the foodservice industry. However, the study on the fundamental causes or solutions for the foodservice industry is very important to determine how the relationship between their high job stress, job burnout and turnover intention due to the intensive pressure of service quality is related to the increased service labor intensity due to keen competition from the saturation of foodservice industry. So this study is intended to look into the effects of foodservice employees’ emotional labor on their job stress, job burnout and turnover intention, and come up with interdisciplinary and practical implications. To achieve this, a statistical analysis was conducted after surveying 293 foodservice employees in five-star hotels in Seoul. As a whole, the effects of emotional labor on job burnout and job burnout on turnover intention were adopted as they were significant, while the effects of emotional labor on turnover intention, job stress on job burnout and job stress on turnover intention were rejected as they were not significant. These results can be evaluated as suggesting that job efforts and responsibilities will lead to job burnout to promote service satisfaction through expressions for a wide range of customers depending on foodservice employees’ emotional labor, and that the deepening of this will soon lead to turnover.
참고문헌 (60)
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