This study is interested in clarifying how hotel employees’ psychological capital and emotional labor influence organizational citizenship behavior(OCB) according to the perspective of positive psychology. This study is aimed to explore a potential mediating effect of emotional labor in the relationship between psychological capital and OCB of hotel employees. In order to attain the purpose of this study, to investigate empirically relationship between them, 3 hypotheses were proposed and 280 copies collected from the employees of hotel were used. The results revealed that among the 4 sub-factors of psychological capital, ‘self-efficacy’, ‘optimism’ and ‘resilience’ have a significantly positive impact on the deep-acting. ‘self-efficacy’ and ‘resilience’ have a negative effect on the surface acting. Second, deep acting of emotional labor was revealed to have a positive effect on organizational citizenship behavior, and surface acting have a negative effect. Third, 4 sub-factors of psychological capital all have a notable positive impact on the organizational citizenship behavior. These results aimed to provide useful information for the use of psychological capital and emotional labor in human resource development and performance programs.
ABSTRACT Ⅰ. 서론 Ⅱ. 이론적 배경 1. 심리자본 2. 감정노동 3. 조직시민행동 Ⅲ. 연구설계 1. 연구모형 2. 연구가설 3. 표본의 선정 및 조사방법 4. 조작적 정의 및 측정도구 Ⅳ. 실증분석 1. 조사 대상자의 일반적 특정 2. 타당성 및 신뢰성 검증 3. 상관관계분석 4. 가설의 검증 Ⅴ. 결론 참고문헌
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