개인성격 특성과 서비스 상호작용 유형에 따른 정서노동 결과에 관한 연구

Personality characteristics and service interaction types affecting on emotional labor: The case of employees of hotel restaurant and family restaurant

This study is to investigate the influences of personal characteristics and service interaction types on emotional labor. Author explores the way service providers perform the emotional labor and responses after performance according to both their personal characteristics and different service interactions. Findings show that as service employees of high extraversion tend to enjoy positive livings, they are found to perform deep acting. On the other hand, employees of high neuroticism are found to perform surface acting adequate to display rules of organizations and to suffer from emotional dissonance due to the inconsistency between inner feelings and outer behaviors. The results suggest that service enterprises establish the management plan of employees' emotional labors and carry out service training programs systematically, as well.