Earticle

초록

영어

The previous other research has greatly advanced the understanding of emotional labor by providing a theoretical framework. Emotional labour is considered by many to be an important part of the role of many travel professionals. Previous research has not, however, investigated the tenants of the framework across various emotional labor and service attitude in travel service. So, I investigate the main effects of the element of the emotional labor with interactive situation, display rules, and emotion control strategy on result with the service attitude. Data obtained from survey of employee who engage in the sales field of travel agency. In this research has found that display rules and deep acting are critical factors influencing service attitude of employee. And frequency, duration, and job routineness are significant elements which influence on service attitude. Measuring surface acting and deep acting is more process oriented, viewing emotional labor as an effortful aspect of work. Surface-level regulation and deep-level regulation were predicted to have different patterns of relationships. Deep acting may create a sense of satisfaction in the quality of the provided services. However, in the regression analyses surface acting was not significant beyond the other variables. It can also help in pinpointing areas requiring more managerial attention and action to improve the emotional labor travel agent employees perform. Lastly, it is my hope that the availability of this instrument will stimulate much needed empirical travel emotional labor research.

목차

ABSTRACT
 I. 서론
 II. 이론적 배경
  1. 감정노동
  2. 감정노동의 구성요언
  3. 서비스 태도
 III. 조사 설계
  1. 조사 방법
  2. 가설 설정
 IV. 실증분석
  1. 일반적 사항
  2. 신뢰도 및 타당성 검증
  3. 상관관계 분석 결과
  4. 가설 검증
 V. 결론
 참고문헌

키워드

저자

• 최철수 [ Cheolsoo Choi | 동남보건대학 관광중국어과 부교수 ]

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  관광경영연구 [Journal of Tourism Management Research]

• 간기

  연7회

• pISSN

  2092-528X

• 수록기간

  1997~2021

• 십진분류

  KDC 326 DDC 338