호텔從事院의 感情勞動에 따른 消盡이 서비스 提供 水準에 미치는 影響

The Effect of the Hotel Employees’ Emotional Labor on Burnout and Level of Service Delivery

This study purposed to examine the effect of the hotel employees ’ emotional labor on burnout and level of service delivery. Therefore, a questionnaire about emotional labor, burnout, level of service delivery has been made up for the practical approach. And the answers of the restaurants ’ employees who have worked at the first class hotel in Seoul have been researchedduring the period of December 1th, 2010 to December 31th, 2010. 350 questionnaires were distributed and 328 were returned. Therefore, a total of 328 questionnaires were used for analysis. The purpose s of this study are as follows: First, the true acting in emotional labor turned out to have a negative effect on burnout. but, the surfacing acting in emotional labor turned out to have a positive effect on the burnout. Second, the burnout turned out to have a negative effect on burnout.