서비스 인카운터에서 감정노동, 직무스트레스, 조직몰입, 이직의도 간의 구조적 관계

The structural relationship of emotional labor, job stress, organizational commitment, and turnover intention in service encounter

This research was conducted to analyze the structural relationships among emotional labor, job stress, organizational commitment and turnover intention of family restaurant employees in the service encounter environment. Data were collected from 247 respondents who worked at 10 family restaurants in Seoul and Incheon area as a customer contact service provider. Results of a structural equation modeling analysis showed that surface acting which was a sub-dimension of the emotional labor had a significant positive effect on job stress, while deep acting had not a significant impact on the job stress. Results also indicated that job stress had a significant negative impact on organizational commitment and, in turn, organizational commitment was negatively associated with turnover intention. However, results showed that emotional labor had not a significant effect on turnover intention. Results of this study implies the importance of human resource management in the service industry