감정노동이 감정소진, 감정부조화, 이직의도에 미치는 영향: 리조트 종사원을 대상으로

초록

The purpose of this study is to investigate the effects of emotional labor of resort workers on job burnout, emotional dissonance and turnover intention, to provide preliminary data for effective management. The questionnaire was distributed from November 1st to December 15th in 2015, of the 200 distributed questionnaires 173 copies were used in the analyses. To analyze the data, reliability, factor analysis, and multiple regression analysis were used with SPSS 21.0 program. The finding are as followed; first, surface acting of emotional labor did not show significant effect on job burnout and emotional dissonance. Second, deep acting of emotional labor showed a positive significant effect on job burnout and emotional dissonance. Lastly, job burnout and emotional dissonance showed a positive significant effect on turnover intention. As a result, it is important to manage emotions to prevent the turnover of resort workers and reduce the expenses of training for employees. Therefore, this study is necessary to ameliorate the situation of resort workers and improve the efficiency of resort company.

키워드