호텔 근무자들의 직무수행에서 정서변인, 소진, 직무만족과의 관계연구

The relationship between emotional variable, burnout and job satisfaction in the job performance of hotel employee’s

This article aims at finding emotional variables which affect the emotional labor of the service employees and to help them to participate in the emotional labor effectively through the positive or negative results of this study. Authors examined the research questions through quantitative analytic methods; employees of 19 five-star hotels in Seoul were surveyed. The survey showed that the deep acting was affected by the frequency and variety of the emotional expressions and the display rules of them. And the surface acting was found influenced by the duration and the display rules, which were the variables that affected all the aspects of the emotional burnout. Furthermore, all variables of emotional burnout were found to reduce job satisfactions