호텔 종사원의 감정노동이 감정부조화 및 행동의도에 미치는 영향

The Effect of Emotional Labor on Emotional Dissonance and Behavioral Intentions in Hotel Employees

Emotional labor can be defined as the degree of manipulation of one’'s inner feelings or outward behavior to display the appropriate emotion in response to display rules or occupational norms. The aim of this research was to investigate the emotional labor on emotional dissonance as it was perceived by hotel Foof and Beverage employees and to examine the effects of the emotional dissonance on job burnout and turn over intentions. Data were collected from hotel Food and Beverage workers at 10 five star hotels in Seoul. A total of 238 samples were finally used for the analysis. The result of factor analysis delineated four factors of the emotional labor: deep acting, surface acting, emotional deviance and naturally felt emotions. The results of the analysis showed that emotional labor, such as deep acting, surface acting, emotional deviance, had significant effect on emotional dissonance, while the expression of naturally felt emotions did not. The results also indicated that emotional dissonance had a significant influence on the job burnout, while it was not significantly associated with turnover intention. In contrast, the job burnout had a significant effect on turnover intention. Practical implications and limitation of the study are discussed within.