The Effect of Emotional Labor of Hotel Employees on Job Stress, Job Burnout, and Turnover Intention

The Effect of Emotional Labor of Hotel Employees on Job Stress, Job Burnout, and Turnover Intention

This study examined how emotional labor of special first-class hotel employees affects role stress, job burnout, and turnover intention. I tried to grasp it. From June 10 to August 10, 2021, a survey was conducted on employees at exceptional first-class hotels located in the Seoul area, the capital of Korea, and 311 copies were used for analysis. The study results are summarized as follows. First, surface behavior and inner behavior during emotional labor significantly affected job characteristics, human relations, and job environment during job stress. Second, job stress had a significant effect on job burnout. Job characteristics significantly impacted emotional exhaustion, human relationships on emotional exhaustion, depersonalization, personal achievement degradation, job environment on depersonalization, and personal achievement. Third, it was found that emotional exhaustion significantly affected the turnover intention during job burnout. Looking at the implications of this study, job characteristics and human relationships had the most significant influence on emotional depletion, and emotional lack affected job turnover intention. As a passionate employee, practical implications were presented: job stress and job burnout of special first-class hotel employees are significant in turnover intention.