Earticle

초록

영어

In this study, the emotional labor by the social stress associated with a customer who reflects a sort of social situation, the situation of mental and physical tension arising from an interaction of customer and employee, and the effect of customer-related stress resource are intended to be shown. And turnover intention as an affective response of emotional labor result is intended to be understood. Results of this study are as below. First, if a customer-related perceived stress is high, then the emotional labor is perceived high. Therefore, in a hotel companies where their achievements vary with customer contact point, measures to keep employee members' emotional and psychological health caused by emotional labors associated with employees' performance and various internal marketing plan will have to be established to emotionally express a false feeling such as an ostensible action to an authenticity base such as an internal action.Finally, the analyzed results of an impact relation of emotional labor and turnover intention showed that the higher an ostensible action was perceived, the higher a turnover intention was and the higher an internal action was perceived, the lower a turnover intention was. Thus, companies will have to prepare a measure to switch an ostensible action to an internal action as to employee's emotional labor.

목차

ABSTRACT
 Ⅰ. 서론
 Ⅱ. 이론적 배경
  1. 고객관련 스트레스
  2. 감정노동
  3. 이직의도
 Ⅲ. 연구설계
  1. 연구모형
  2. 연구가설
  3. 변수의 조작적 정의
  4. 자료수집 및 분석방법
 Ⅳ. 분석결과
  1. 인구통계학적 특성 및 일반적 특성
  2. 신뢰성 및 타당성 분석
  3. 가설검정
 Ⅴ. 결론
 참고문헌

키워드

저자

• 한기완 [ KiWan Han | 코엑스 인터컨티넨탈 호텔 ]
• 박주희 [ JooHee Park | 인천문예전문학교 카지노딜러학과 교수 ]

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