대형마트 종사자에 대한 서비스교육, 조직지지 및 중재 지원이 감정노동 업무성과에 미치는 영향에 관한 연구

The Influence of Service Training, Organizational Support, and Arbitration Support Among Large Superstore Workers’ Work Performance and Emotional Labor

The purpose of this study is to investigate the effects of service training and arbitration support on superstore workers’ work performance. The conclusion could be summarized as follows. First, as a result of Hypothesis 1 that service training and arbitration support for superstore workers would significantly affect the factor of workers emotional labor, when surface acting of emotion and frequency of expressing emotions were the dependent variable, only arbitration support was positively correlated. When emotional diversity was the dependent variable, there was a significantly positive relationship with service training. Second, for Hypothesis 2 that service training and arbitration support for superstore workers would significantly influence the workers job satisfaction, it was found that only organizational support was significantly positive when wage satisfaction was the dependent variable. When job satisfaction was the dependent variable, service training and arbitration support were significantly correlated positively. Third, for Hypothesis 3 that service training and arbitration support for superstore workers would significantly affect the service delivery level when service responsiveness was the dependent variable, service training and arbitration support were significantly positive. When service expertise was the dependent variable, there was also a significantly positive relationship with service training and arbitration. On the other hand, all the three independent variables— service training, organizational support, and arbitration support—showed a significantly positive relationship when the willingness and effort of service was the dependent variable.