Earticle

초록

영어

As competition for better service between corporations is getting fierce, many efforts to improve service quality are being made endlessly. The quality of service is directly associated with customer satisfaction and the employee performance of emotional labor is a key factor to attain a high level of customer review and better corporation image. This study examines an influence of emotional labor on job stress and customer orientation in the context of a service franchise firm. The results are as follow. First, deep acting of emotional labor has a negative influence on job stress, and surface acting of emotional labor has a negative influence on customer orientation. Also, job stress has a negative influence on customer orientation. Second, deep acting of emotional labor does not have a positive influence on customer orientation. Third, surface acting of emotional labor does not have a positive influence on job stress. The findings of this study show that deep acting of service based on an employee emotion can produce the employee’s better service attitude by decreasing employees’ job stress, but standardized surface acting of service cannot. Therefore, franchisor needs to use employees’ deep acting to improve the franchisee service quality.

목차

ABSTRACT
 I. 서론
 II. 이론적 고찰
  1. 감정노동
  2. 직무스트레스
  3. 고객지향성
 III. 연구설계 및 조사방법
  1. 연구모형
  2. 표본설계
  3. 연구가설
  4. 변수의 측정
 IV. 분석결과
  1. 표본의 일반적 특성
  2. 측정모형의 분석
  3. 상관관계분석
  4. 연구가설의 검증
 V. 결론
 참고문헌

키워드

저자

• 김민주 [ Kim, Min-Ju | Candidate Ph D., Graduate School, Sejong University, CEO ] First Author
• 이정운 [ Lee, Jung-Un | Candidate Ph D., Graduate School, Sejong University ] Corresponding author

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  프랜차이즈경영연구 [Journal of Franchise Management]

• 간기

  연간

• pISSN

  2093-9582

• 수록기간

  2010~2017

• 십진분류

  KDC 325 DDC 658