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This study investigates the different types of head acts and perspectives on request strategies in Korean College Scholastic Ability Test (CSAT). The data on speech acts of request were selected from the scripts of listening and speaking items from five years of CSAT (2005-2009). Each test contains 17 items of speech activities: 12 listening items and 5 speaking items. The results show that most test items demonstrate an adequate reflection of head acts and perspectives of request strategies, while several items represent some deficiency in the reflection of some strategies. The deficiency partly comes from the lack of diversity in the frequency of head acts: performatives, hedged performatives, obligation, want statements, strong hints and mild hints. In the perspectives, most items represent ‘hearer oriented’ strategies in most of tests. While some tests focus on ‘speaker oriented’ and ‘speaker and hearer oriented’ strategies, ‘impersonal’ strategies hardly occur for all five years. Most items have equal occurrences between a speaker and a listener in the social situations, but social familarity is different depending on the types of items. This study suggests that test developers should consider various head acts and perspectives in CSAT.

In this study, various expressions in ‘Request’ were compared by taking data from Korean and Japanese TV dramas. As a method of classifying data, we examined the relationship between ‘~hae juda’ and ‘~hae jusida’ in Korean. For the Japanese language, sentence expressions derived from basic reception verbs ‘~tekureru’ and ‘~temorau’ were classified in consideration of ‘sub-relationship’, and their appearance and frequency were reviewed. and In the case of ‘Request expression’ without using a verb, it was classified. Instead of using words corresponding to ‘Request’, it was reviewed by the person who had the burden of ‘Request’ in the conversation. As a result, in the case of Korea, the relationship between ‘Chin’ and ‘So’ is preferred for ‘~hae juda’. between ‘So’, the combination of ‘Request’ in ‘Request’ without the use of a verb is used to appeal to the politeness of ‘Request’. In Japan, the relationship between parent and parent is all used. The most frequently used textbooks used by Japanese learners indicate that they need to be presented like ‘~tekudasai’ which is the most frequent formative practice of ‘Request’ in textbooks used by Japanese learners.

본고는 한국과 일본의 연인 간의 대화 중 나타난 의뢰표현 양상을 분석하고 남녀 별로 어떠한 특징과 차이가 나타나는지 대조 고찰하였다. 무언가를 의뢰하는 것은 상대에게 부담을 줄 수 있는 행위이기 때문에 상대방과의 관계나 거리를 고려하며 적절한 언어표현을 선택할 것이라 사료된다. ‘연인관계’라는 특정 상황에서 어떠한 표현 방식으로 표출되는지 성차에 주목하여 한국과 일본의 드라마 및 영화에서 나 타난 연인 간의 의뢰표현을 분석하였다. 그 결과 의뢰표현 유형을 ‘직접형’ ‘소망형’ ‘의사확인형’ ‘감정·의지표출형’ ‘회피형’인 5가지로 분류할 수 있었다. 연인에게 의뢰를 할 때 한국의 경우는 남녀 모두 ‘직접형’을 가장 많이 사용하였 다. 또한 남성은 여성보다 ‘소망형’을, 여성은 남성보다 ‘감정·의지표출형’을 더 많이 사용하였다는 점을 특징으로 들 수 있다. 반면에 일본의 경우 남성은 ‘의사확인형’ 을, 여성은 ‘직접형’을 가장 많이 사용하였다. 일본인 남성에게 ‘의사확인형’이 현저 히 높게 나타난 것으로 보아 연인에게 의뢰하는 상황에서 일본인 남성은 의문형을 사용하여 보다 완곡하게 표현하고 있음을 알 수 있다. 한국인 남성에게 ‘직접형’의 사용이 매우 높게 나타난 것과는 대조적인 결과라 할 수 있다. 전체적으로는 한국과 일본 모두 ‘직접형’을 사용하여 간결하고 명확하게 의뢰사 항을 표현하지만 ‘감정·의지표출형’과 ‘회피형’이 한·일 모두 여성에게 더 많이 나타 난 것으로 보아 여성은 남성보다 의뢰사항을 에둘러 표현하는 경향이 있다.

This study has analyzed request expression patterns from dialog between Korean and Japanese couples. The study also examined the characteristics and comparisons between those two couples. The study has focused on how request expressions are expressed in a couple relationship for different genders. The results showed that the request expression patterns can be categorized into 5 types, such as “direct type”, “Wish type”, “Permission type”, “feeling and will expression type” and “indirect type”. In case of Korea, the direct type is used the most for both men and women when they request something from their lover. The men use “wish type” more than the women, while the women use “feeling and will expression type” more than men in Korea. By contrast, in Japan, “permission type” is mostly used by men and “direct type” is used by the women. The current study indicates that Japanese men express in indirect way using questioning type when they request something by considering they mostly use the “permission type”. The most significant difference between Korean men and Japanese men is that the Korean men mostly use “direct type” whereas “permission type is mainly used by the Japanese men. In general, both Korean and Japanese couples use direct type to simply express their request. Both Korean and Japanese women use indirect type and feeling and will expression type than men. As a result, the women tend to express indirect way than men when they request something from their lover.

本稿では<てくださらないか>に関する李成圭(2007b)と李成圭(2007c)の不正確な記述を是正し、且つ問題を解 決するために、取り合えず時代物を対象として<てくださらないか>の使用上の条件及びその表現価値について新 たな検討を試みた。 時代物における<てくださらないか>の現れ方を考察した結果、<てくださらないか>の使用に与る話し手は、女 性の使用可能性を排除しきれないが、主に男性であること、<てくださらないか>は話し手と聞き手の[人間関係]が <話し手≥ 聞き手>のように、両者の関係は話し手が聞き手を同等、若しくは目下の者として扱っている場合である という使用上の条件が認められる。 話体の基準(丁寧度ㆍ改まり度ㆍ真面目さ)から、時代物における<てくださらないか>の表現価値(表現内容)を 検討した結果、<てくださらないか>は人間関係、即ち話し手と聞き手の性別と年齢、または文の内容により、[丁 寧な感じ/尊大な感じ]、[改まった言い方/くだけた言い方]、[真面目な感じ/ふざけた感じ]の其々の要因が絡み合 いながら、場面に即した具体的な意味を実現するということを主張する。

李成圭(2007b)では<お／ご～くださる>系列の依頼表現の序列化及び使用可能性を検討するに当たって <て くださる>系列の諸形式の序列化及び成立可能性、その意味․用法を検討した。(pp.95-98)その結果に基づいて 李成圭(2007c)では<てくださる>系列の依頼表現について、<てくださる><てくださるか><てくださらない><てくださ らないか><てください><てくださいます(か)><てくださいません(か)><てくださらないでしょうか><てくださいますで しょう><てくださいませんでしょうか>の順に内部の系列化を行い、成立可能性とその意味․用法についての見解を 提示した。(pp.157-238) しかるに、<てくださるか><てくださらないか>の使用可能性に関連して、李成圭(2007b)と李成圭(2007c)で提 出した内容の中には、十分な議論を踏まずに記述したものが含まれており、これに関する再検討が必要とされ る。 本稿では紙面を考慮し、取合えず<てくださるか>が依頼表現として成立するための使用上の条件について再 検討した。その結果、<てくださるか>が依頼表現として認められるためには、話し手は<権威意識を持っている年 輩の男性>で、聞き手は女性の可能性を排除できないものの、通常<若い男性か中年の男性>であること、それに 加えて両者の間にはいわゆる<上下関係>などの用件を満たさなければならないということが確認された。このような 使用上の制約により、<てくださるか>が<てくださる>系列の他形式に比べ使用頻度が低い。かといって、<てくだ さるか>が日本語の依頼表現の一つの形式をなすことは否めないということを主張する。

The purpose of this study is to shed light on the ways to suggest the context of a ‘request’ expression ‘-(으)ㄹ래(요)?’ in the Korean textbooks through investigating the usage and situation where the Korean native speakers use ‘-(으)ㄹ래(요)?’. There are various ‘request’ expressions in Korean which have similar meaning, but each ‘request’ expressions are dependent on the context. Therefore, the Korean learners need to know the appropriate situational context in question to speak the appropriate ‘request’ expressions in the appropriate situation. First, it is examined how ‘-(으)ㄹ래(요)?’ is suggested in four kinds of Korean textbooks used in the language institutions attached to colleges. Secondly, it is analyzed how Korean native speakers use ‘-(으)ㄹ래(요)?’ as a ‘request’ form, using the corpus of drama scenarios. Going through these processes, this study discovered the situational context where ‘-(으)ㄹ래(요)?’ is used and suggested the way to present ‘-(으)ㄹ래(요)?’ in the Korean textbook. Although the corpus used in this study was not from the real spoken material but drama scenarios and the quantity of corpus was small, this study is meaningful in that the findings of this study provided the extended knowledge of ‘-(으)ㄹ래(요)?’ in the respect of context.

Japanese expressions tend to have Korean counterparts which are very similar in terms of sentence structure. However there are in some cases slight differences in meaning between Japanese expressions and Korean expressions. When Korean learners of Japanese use the expression ‘-tekudasai’ to make a request, Japanese native speakers often feel it sounds impolite. This may cause troubles in case of asking a favor. The purpose of this study is to investigate how the Japanese ‘-tekudasai’ correspond to Korean expressions, such as ‘–세요’, ‘-주세요’. To avoid causing misunderstandings, this paper will demonstrate a polite strategy of asking a favor in Japanese using ‘-tekudasai’, which will be helpful to Korean learners of Japanese.

韓国語話者の｢~てください｣表現が失礼な響きを与えると先行研究で報告されている。その原因として、まず、日韓のポライトネスの相違が考えられる。命令も依頼も、話し手の要求を相手に伝え、相手の行動につなげることであるが、日本語ではそこに相手との心的距離が存在するため、ネガティブ･ポライトネスを使用し、韓国語話者はポジティブ･ポライトネスを多用するため、使用場面で摩擦が起きる可能性がある。　まず、韓国語の丁寧な命令形と依頼表現を｢~てください｣と日本語にすることに問題があると考える。日本語の｢~てください｣は上位者に対しては失礼に響く。また、韓国語の依頼の場面で使用される表現は多様であるが、日本語に直訳すると依頼としてふさわしくないものが見られる。中級以上の韓国語教材の“~아/~어주세요”, “~아/~어주십시오”の日本語訳として、直訳では現れない｢敬語+α｣表現で訳出している例が見られることから、日本語話者は、丁寧な命令、依頼をする場合、直接表現の｢~てください｣ではなく、婉曲表現を使用していることがわかる。｢~てください｣表現を通して直接自分の要求を伝えることは可能であるが、相手に対して、その要求が受け入れられたらありがたいという｢恩恵｣の気持ちは含まれない。日本語で依頼をする場合は｢敬語+α｣表現を使用することが必要で、相手への｢配慮｣をさりげなく表しながら、本音が要求であることを包み隠すことが日本語らしいのである。日本語の依頼表現において｢敬語+α｣表現はなくてはならないものであると考える。今後の課題として、｢~てください｣表現と同様に、恩着せがましい印象を与える｢~てあげます｣｢~てさしあげます｣表現についても調査し、マイナスの印象を与える原因を究明する。これらの結果から日韓授受表現の相違を明らかにすることを目標とする。さらに丁寧度の高い依頼表現の使用のためには、韓国語には存在しない、｢~てもらう｣｢~ていただく｣表現の問題点も明らかにしたいと考える。

In this study, “facial expressions” are investigated when refusing to the “request” and “recommendation”. “Facial expressions” were divided into 3 parts such as “smiling face”, “hard face” and “expressionlessness”. The researcher compared ①the function of facial expression, ②the aspect of the facial expressions in the relative degree of intimacy and ③the aspect of the facial expressions in the hierarchy. As a result, “a smiling face” and “hard face” were shown to reduce the burden of rejection. The researcher found out that they are used a lot with the “smiling face” particularly in ‘request’ to be considered a greater burden of rejection than ‘recommendation’. In case of Korea for both ‘the scene of recommendation’ and ‘the scene of request’, “smiling face” and ‘expressionlessness’ were used mainly, but ‘expressionlessness’ in case of Japan. In case of Korea, both ‘friendly relationships’ and ‘less friendly relationships’ appeared at a similar rate in the ‘the facial expressions’ of ‘the scene of recommendation’ respectively. Especially the emergence of a smiling face in “the scene of request” appeared 3 times in the “friendly relationships”, but 21 times by a big difference in the “less friendly relationships”. This is that the function to reduce the burden of rejection primarily can be seen with efforts they did not want to hurt as much as possible in the burden of refusal in the big “the scene of request". In the case of Japan, 　both ‘friendly relationship’ and ‘less friendly relationship’ appeared at a similar rate in the ‘facial expressions’ of ‘the scene of recommendation’ respectively, but ‘the scene of request’ had a slightly higher number of occurrences in the ‘less friendly relationships’As for our future work, more careful classification of facial expression with more data and verification of the results of this study.

本研究では｢頼み｣と｢勧誘｣に対して、断る際の｢顔の表情｣について考察を行った。｢顔の表情｣を｢笑い顔｣｢困った顔｣｢無表情｣の3つに分けて①｢親疎関係｣での｢顔の表情｣の様相 ② ｢上下関係｣においての｢顔の表情｣の様相を考察した。その結果、｢笑い顔｣と｢困った顔｣は 断られる人の負担を減らす機能を持っていることがわかった。特に、｢勧誘｣より 断りへの負担が大きいと予想される｢頼み｣において｢笑い顔｣を多用していることがわかる。｢勧誘場面｣と｢頼み場面｣両方、韓国の場合｢笑い顔｣と｢無表情｣が主に使用され、日本の場合｢無表情｣が最も多く用いられていることがわかった。韓国の場合、｢勧誘場面｣の｢親しい関係｣と｢親しくない関係｣において｢顔の表情｣の出現数は大きい差を示さなかった。一方、｢頼み場面｣においては｢笑い顔｣の出現数は｢親しい関係｣で3回、｢親しくない関係｣では21回で、大きく差を見せた。これは、断りの負担が大きい｢頼み場面｣で、損ないそうな相手の気分を最大限、良い方向に保持するための努力としての機能を持っている。日本の場合、｢勧誘場面｣では｢親しい関係｣と｢親しくない関係｣もまた｢顔の表情｣の出現数はあまり差はなかったが、｢頼み場面｣においては｢親しくない関係｣で若干、高い出現数を占めた。

本稿では依頼の場面に用いられる敬語表現うち、「てくれる・てもらう形」「させてくれる・させてもら う形」を中心に日本語母語話者20人を対象にアンケートを行った。その結果、1依頼の場に用いられ る「てくれる形」の「くれる」は「依頼者=話し手、行為の主体=聞き手、行為の決定者=聞き手、 恩恵の向かう先=話し手」であるため、聞き手を立てながら直接恩恵を求めるとの意図が窺える。 2「もらう」の場合、「依頼者=話し手、(表現上)行為の主体=話し手、行為の決定者=聞き手 、恩恵の向かう先=話し手」と、実際の行為の主体は聞き手であっても表現上行為の主体が話し手であ るように表現することができ、「くれる」より間接的恩恵の意が認められる。3「させてくれる形・させても らう形」を用いる際の話し手の戦略的能力は、話し手が行うであろう行動に対する聞き手の負担を減らす と同時に話し手の行為が自身はもちろん聞き手にとっても利益になるもののように表現することにある。4依 頼文が否定・可能・推量・使役・終助詞「か」を介在して間接的、かつ丁寧になるほど文構成上の 話し手の負担は高くなるが、それが聞き手を配慮し、立てることにつながるため聞き手の負担は低くなる。 結果的に依頼を引き受けてもらうという話し手の利益も高くなると言える。

This paper examines value of expression of Naide-Kudasaimasuka which is a Naide-Kudasaru type. Specifically, this study investigate how the value of expression of Naide-Kudasaimasuka is used in an actual situation by examining speaker's gender, listener's gender, the human relationship of expression of politeness, and the degree of intimacy relation when the expression is used. The three key findings of this study are as follows: (I) Naide-Kudasaimasuka for women's speakers becomes polite in terms of being equal without distinction of gender or being used regardless of the relation degree of intimacy for an upper person. Naide- Kudasaimasuka for men's speakers is realized for its value of expression in terms of being used for an equal person or an upper person without distinction of gender. This could be generalized as follows: Naide- Kudasaimasuka is realized for its value of expression in terms of being equal with speakers regardless of the speaker's gender or being used by listeners of upper person, even though it is used in a distant relationship for a female language. (II) Naide-Kudasaru implies value of expression which is a polite request expression in terms of being used for an equal or an upper person. However, a speaker who is an upper person uses reproaching or a cross-questioning tone for a listener who is a low position person and when a speaker expresses his/her dignity while keeping distant from a listener. Moreover, Naide-Kudasaimasuka is also used when a speaker calls his/her attention with a cross-questioning tone to a listener who is socially recognized as a honorific upper person while keeping a distant. It is externally used as polite request expression, but its honorific value is not that high because it is used with a cross- questioning tone. (III) The value of expression is not uniquely different between Naide- Kudasaimasuka, which has speakers of an upper person and is used for listeners of low person in terms of honorific and Naide-Kudasaimasuka, which has speakers of low person and is used for listeners of an upper person.

This paper investigates how Naide-Kudasaimasenka, which is the polite form of Naide-Kudasaru, is applied in the real world and how the value of this expression is transmitted by men (as speakers), through 36 examples. The arguments are as follows:(i) The degree of intimacy in the relationship is more significant than human relations itself. This significance of the expression of politeness is used in order to decide the value of the expression. More specifically, under intimate conditions when speakers are close to their listeners, Naide-Kudasaimasenka appears as 'entreaty', 'wish' or 'intimacy', 'anxiety', 'concern'. This is shown in (1)(4)(7)(10)(13)(16), in which men are listeners; and in (19)(22)(25)(28)(31)(34), in which women are listeners. Under the conditions in which speakers are distant from listeners, it appears as 'rage', 'complaint', 'reprimand', or 'rigid inquiry'. This is shown in (2)(5)(8)(11)(14)(17), in which the men are the listeners and in (20)(23)(26)(29)(32)(35), in which women are listeners. However, in cases where the degree of intimacy in the relationship is not identified, it realizes a neutral value of expression, as illustrated in (3)(6)(9)(12), in which men are the listeners, and (21)(24)(27), in which women are the listeners. (ii) Usually, a person of low position uses Naide-Kudasaimasenka for a person in a higher position, but it can be used when the listeners are recognized as equal or in a lower position than the speaker. This is shown in (10)(11), in which men are the listeners and (28)(29), in which women are the listeners. Moreover, it can be also used when the listeners are recognized as being in a lower position than the speaker, as illustrated in (13)(14), in which the men are listeners and (31)(32), in which the women are listeners. These are good examples of features of request expressions, which are closely connected with honorifics resulting from male speakers trying to maintain dignity and establish their authority by keeping their distance from women.

본고에서는 이문화 커뮤니케이션에 도움이 되고자 일본어와 한국어의 의뢰표현을 중심으로 그 유사점과 상이점을 고찰 하였다. 그 결과 다음과 같은 결론은 얻을 수 있었다. 우선 유사점에 관해서는 다음과 같았다. 일본어의「동사의 ます형+∼て」와 한국어의「∼아·어(요)/∼아·어 봐(요) 」는 의뢰, 완곡한 명령, 권유의 의미내용을 나타내고 있었다. 상대에게 선택의 여지를 주는 표현, 상대에게 긍정의 답을 기대하며 거절의 여지를 주는 부정의문형, 자신의 희망/욕구를 나타내는 표현을 사용하여 상대에게 의뢰하는 경우는 의미론적 관점과 화용론적 관점에 있어 발화내행위적 효력이 간접적이었다. 이것은 Grice(1975)의「협동의 원리(Cooperative Principle)」와 Leech(1983)의「정중의 원리(Politeness Principle)」로 고찰해 볼 수 있었는데 이는 상대를 배려한 정중한 표현임을 알 수 있었다. 또한 일본어의「お願いします」와 한국어의 ‘부탁합니다’라는 말을 함과 동시에 행동이 이루어지는 수행동사에 의한 의뢰표현이 있음을 알 수 있었다. 그리고 다음과 같은 상이점도 있었다. 일본어의 「∼てちょうだい」「∼てくれ」「∼てください」는 의뢰, 완곡한 명령, 권유의 의미가 나타났지만 한국어의 「∼아·어 줘」「∼아·어 주세요」「∼아·어 주십시오」는 의뢰의 의미내용만을 나타냈다. 이것은 일본어가 행위의 수수에 초점을 맞추고 있는 반면 한국어는 행위의 수수보다 은혜의 수수에 더 초점이 맞춰져 있기 때문이다. 다시 말해 한국어의 경우엔 은혜의 수수가 분명한 경우 「∼아·어 줘」「∼아·어 주세요」「∼아·어 주십시오」를 사용하는 경향이 뚜렷하다고 볼 수 있다. 그리고 일본어에는 권유표현을 사용하여 의뢰의 의미내용을 나타내는 경우가 없었으나 한국어의 경우엔 「동사의 어간+ㅂ시다」의 표현에 한하여 의뢰의 의미내용을 나타내는 경우가 있었다. 이는 화자의 의지를 나타냄과 동시에 상대에게도 영향을 끼치는 의지였기 때문이다.

종사원이 고객에게 제공하는 서비스 품질에 따라 고객 만족, 기업의 긍정적 이미지, 이윤창출에 중요한 매개의역할을 하므로 외부고객 뿐만 아니라 내부고객 관리가 중요한 시점이다. 이러한 상황에 있어 종사원의 감정 관리에대한 연구의 필요성을 인식하고 대표적인 서비스 산업인 호텔 중 서울에 위치한 특 1급에 종사하는 종사원을 대상으로 연구를 수행하였다. 전형적인 서비스 산업인 호텔산업은 종사원이 제공하는 서비스에 따라 고객의 감정에 영향을 미치게 된다. 따라서 본 연구는 기존의 선행연구를 바탕으로 7개의 가설을 설정하였고 감정표현요구(긍정적감정표현, 부정적 감정억제요구)와 감정노동(표면행위, 심층행위), 직무소진 및 직무만족 간의 영향관계를 실증분석하였다. 분석결과 감정표현요구 중 긍정적 감정표현요구는 감정노동의 표면행위와 심층행위에 정(+)의 유의한 영향을 미쳐 가설 1과 2는 채택되었으며 부정적 감정억제요구는 감정노동의 표면행위에 정(+)의 유의한 영향을 미쳤으나 심층행위 간에는 유의한 영향관계가 없는 것으로 나타나 가설 3은 채택되었으나 가설 4는 기각되었다. 또한 감정노동의 표면행위는 직무소진에 정(+)의 유의한 영향을 미쳤으나 심층행위와 직무소진 간에는 영향관계가 없는 것으로증명되어 가설 5는 채택되었으나 가설 6은 기각되었다. 직무소진은 직무만족에 부(-)의 유의한 영향을 미치는지에대해서는 직무소진과 직무만족 간에 부(-)의 유의한 영향관계가 있는 것으로 조사되어 가설 7은 채택되었다.

Since service quality employees provide to customers plays an important role in customer satisfaction, positiveimage of the company, and profit creation of the company, it is important to manage not only external customersbut internal customers. Aware of the need to do research on emotional management of employees, this study didresearch using as research objects employees of the special first class hotels in Seoul. Hotel business is a typicalservice industry, and the service provided by hotel employees is highly dependent on their emotions. Based onexisting research, this study formulated 7 hypotheses, and empirically analyzed the relationships among the followingvariables: emotional expression request, emotional labor, job burnout and job satisfaction. The analysis revealed thefollowing findings: Positive emotional expression request for emotional expression has significant positive (+) effectson surface acting and deep acting of emotional labor, supporting hypothesis 1 and 2; Negative emotional repressionrequest affects significantly and positively (+) surface acting of emotional labor, but not significantly deep acting,supporting hypothesis 3 only; Though surface acting of emotional labor has a significant positive (+) effect on jobburnout, there is no causal relations between deep acting and job burnout, supporting hypothesis 5; Job burnoutproves to have a significant negative (-) effect on job satisfaction, supporting hypothesis 7.

오늘 날 기업은 기업 간의 경쟁 에서 살아남기 위해 고객이 원하는 서비스를 제공하여 고객만족 실현에 많은 노력을 기울이고 있다. 이러한 고객만족은 서비스 제공자인 종사원의 역할이 중요하다는 것을 의미하므로 결국 종사원이 제공하는 서비스 수준의 향상을 위해 종사원의 감정 관리가 필요한 시점으로 본 연구는 호텔에 종사하는 종사원을 대상으로 긍정적 감정표현요구가 감정노동의 표면행위와 심층행위에 그리고 감정부조화와 이직의도간의 영향관계를 살펴보았다. 이를 통해 감정노동자들의 근무실태를 파악하여 고품질의 서비스를 제공할 수 있도록 하고, 호텔 종사원들의 근무환경의 개선 및 업무 태도의 향상에 도움을 주는 것을 목적으로 한다. 따라서 인적자원 의존도가높은 호텔 종사원을 대상으로 호텔에서 원하는 방향으로 서비스가 제고될 수 있도록 종사원에게 긍정적 감정표현규칙을 만들어 이를 요구하는 것이 감정노동에 어떤 영향을 주며 이러한 감정표현요구에 따라 감정노동을 실시할때 감정부조화의 발생에 어떠한 영향을 미치며, 이직의도에 주는 영향관계를 알아보았다. 가설검증을 위해 구조모형의 전체를 대상으로 구조방정식 모델링 분석을 실시하였다. 가설검증 결과 긍정적 감정표현요구는 감정노동의표면행위와 심층행위에 정(+)의 유의한 영향을 미쳤다. 감정노동의 표면행위는 감정부조화에 정(+)의 유의한 영향을 미쳤으나 심층행위는 유의한 영향이 없는 것으로 나타났으며 감정부조화가 이직의도에 정(+)의 유의한 영향을미치는 것으로 나타났다.

Customers are ready to pay expensive that they want corporations involve deeply in employees' behavior ofemotion expression to achieve customer satisfaction and to supply high quality service. Through it the presentworking environment and status of hotel's emotional laborers can be understood, so high quality services can besupplied to customers, and basic data can be given for the practical and academic establishment of policies, andassistance can be given to improve and enhance the working environment of emotional laborers. All hypotheses for astructural model of the target to the structural equation modeling analysis was performed. The analysis revealed thefollowing findings: Positive emotional expression request has significant positive (+) effect on surface acting anddeep acting of emotional labor, making us adopt hypothesis 1 and 2. Though surface acting of emotional labor hassignificant positive (+) effect on Emotional dissonance, but not significantly deep acting, making us adopt hypothesis3, and reject hypothesis 4, Emotional dissonance has significant positive (+) effect on Turnover Intention, leading usto adopt hypothesis 5. Consequently, if the hotel management demands high positive emotional expression to itsemployees, employees are conscious of high emotional labor, causing them to have emotional dissonance, turnoverintention. Based on such hypothesis testing, this study gives practical hints for hotel business and provides basic datato devise policies to reduce emotional dissonance and turnover intention.

In this article, the compound postposition “よね(yone)” in Japanese sentences is the subject of investigation. The results point out the following three points. (1)Compared to the direct expressions of complaint toward an opponent who made a tardy appearance such as “it will be awkward if you are late” or “don’t be late,” a confirmation requesting expression like “was it two o’clock?” using “yone” makes euphemistic sense. Therefore, it is clear that “yone” creates indirect expressions. (2)“Xyone. Y“ was observed as a popular type of sentence structure among the practical examples. In this case, many speeches from “Y” have the form of request, wish or opinion asking the listener to do something. It is clear that “yone” is used to soften these demanding expressions. (3)In conclusion, “yone” not only has the function of requesting confirmation but also (1) the function of emotion expression and (2) of indirect expression. Given the fact that it expresses consideration for the listener’s knowledge as well as emotion, it is similar to the postposition “ね(ne)”.

韓国語話者の「~てください」表現が失礼な響きを与えると先行研究で報告されている。その原因として、まず、日韓のポライトネスの相違が考えられる。命令も依頼も、話し手の要求を相手に伝え、相手の行動につなげることであるが、日本語ではそこに相手との心的距離が存在するため、ネガティブ･ポライトネスを使用し、韓国語話者はポジティブ･ポライトネスを多用するため、使用場面で摩擦が起きる可能性がある。　まず、韓国語の丁寧な命令形と依頼表現を「~てください」と日本語にすることに問題があると考える。日本語の「~てください」は上位者に対しては失礼に響く。また、韓国語の依頼の場面で使用される表現は多様であるが、日本語に直訳すると依頼としてふさわしくないものが見られる。中級以上の韓国語教材の“~아/~어주세요”, “~아/~어주십시오”の日本語訳として、直訳では現れない「敬語+α」表現で訳出している例が見られることから、日本語話者は、丁寧な命令、依頼をする場合、直接表現の「~てください」ではなく、婉曲表現を使用していることがわかる。「~てください」表現を通して直接自分の要求を伝えることは可能であるが、相手に対して、その要求が受け入れられたらありがたいという「恩恵」の気持ちは含まれない。日本語で依頼をする場合は「敬語+α」表現を使用することが必要で、相手への「配慮」をさりげなく表しながら、本音が要求であることを包み隠すことが日本語らしいのである。日本語の依頼表現において「敬語+α」表現はなくてはならないものであると考える。今後の課題として、「~てください」表現と同様に、恩着せがましい印象を与える「~てあげます」「~てさしあげます」表現についても調査し、マイナスの印象を与える原因を究明する。これらの結果から日韓授受表現の相違を明らかにすることを目標とする。さらに丁寧度の高い依頼表現の使用のためには、韓国語には存在しない、「~てもらう」「~ていただく」表現の問題点も明らかにしたいと考える。

본 연구는 한국 드라마 대본 말뭉치를 활용하여 요청의 의미를 나타내는 한국어 문형의 상황 맥락 정보를 분석하였다. 분석 대상 문형은 선행 연구의 결과를 종합하여 한국어 요청 전략 중 가장 높은 빈도로 사용되는 ‘법에 의한 도출’과 ‘예비적 조건 질의’유형에 속하는 11가지 문형을 선정하였다. 그리고 한국 드라마 대본에서 11가지 요청 문형이 사용된 용례를 수집하고 성별, 연령별 균형을 갖추도록 말뭉치를 구성한 후, 각 문형의 상황 맥락 정보를 분석하였다. 분석 결과, 드라마 대본에 나타난 한국어 요청 표현 문형은 ‘직접 요청 전략’에 속하는 문형이 가장 높은 빈도로 나타났다. 그러나 상황 맥락 요인에 따라 주로 사용되는 문형은 서로 다르게 나타난다는 것을 알 수 있었다. 분석 결과를 통해 한국어 학습자들이 대화 참여자 및 대화 상황에 따라 적절한 표현을 사용할 수 있도록 한국어 요청 문형 교육 시 각 문형마다 구체적인 상황 맥락 정보를 제시해야 할 것을 강조하였다.

This study analyzed the situational context information of Korean pattern expressions that indicate the meaning of a request by using the Korean drama corpus. For the request expression, 11 types of expression belonging to ‘Mood Derivable’ and ‘Query Preparatory’ types, which are used the most frequently among Korean request strategies, were selected by synthesizing the results of previous studies. In addition, 297 examples in which 11 request pattern expression were used were selected from Korean drama scripts. Next, the contextual information of each sentence type was analyzed. As a result of the analysis, as for the Korean request expression shown in the drama script, the sentence type belonging to the 'direct request strategies had the highest frequency. However, it was found that the mainly used expression appeared differently depending on the contextual factors. According to the analysis results of this study, it was emphasized that specific contextual information for each expression should be presented when teaching the Korean request pattern expression.