종업원의 감정노동이 종업원창의성과 성과에 미치는 영향

The Effect of Employees ’ Emotional Labor on Bank Employees ’ Creativity and Service Performance

The aim of this research is to empirically investigate the interrelationship among emotional labor strategies(surface and deep acting), frontline employee creativity and service performance, and specifically examines the mediating effect of employee creativity in relationship between emotional labor strategies and service performance in the context of bank industry. The data were collected from frontline employees of banks in Ðaegu and Gyeongnam. A total of 484 questionnaires were used for the final analysis, and empirical analyses were performed using the AMOS. Consistent with hypotheses, the results of analyses show that surface acting has negative effect on employee creativity, while deep acting has positive effect on employee creativity, and employee creativity has positive effect on service performance. Furthermore, employee creativity has mediating effect in relationship between emotional labor strategies-service performance. Finally, the results have some theoretical and practical implications on employee creativity and emotion management in bank industry.