호텔종사원의 감정부조화가 직무관련 태도에 미치는 영향

The Moderating Effect of Social Support and Self-Efficacy on the Relationship Between Hotel Employees' Emotional Dissonance and Job-related Attitudes

This study investigates the moderating roles of social support (support of supervisors or co-workers) and self-efficacy in the relationship between emotional dissonance and job-related attitudes. Data were collected from 260 hotel employees of 9 five star hotels in Seoul in 2009. Results show that hotel employees' emotional dissonance impacts on their job-related attitudes. It also indicates that the social support and self-efficacy they perceive play the moderating roles in the relationship between their emotional dissonance and job-related attitudes. This suggests that the support of supervisors and co-workers would reduce the hotel employees' emotional dissonance in their process of service. It also proposes that those employees who have high self-efficacy might reduce their emotional dissonance.