고객접점 조리사의 감정 노동이 직무만족과 조직몰입에 미치는 영향

The Effect of the Emotional Labor on Job Satisfaction and Organizational Commitment for Food Service Encounter Employment

The purpose of this study was to confirm how emotional labor affects job satisfaction and organizational commitment by dividing emotional labor into external behavior, internal behavior, and emotional dissonance. The study targeting the chef who are at the customer interaction point in hotels and restaurants was conducted. As a result of verifying the established hypothesis through regression analysis, external behavior appeared not to give significant effect to the job satisfaction of employees, and internal behavior significantly caused positive effects while emotional dissonance significantly gave negative effects to job satisfaction. It was also shown that only internal behavior positively affected organizational commitment, and it was verified that job satisfaction and organizational behavior are both related to the preceding research. Consequentially, it was revealed that emotional labor of chefs affect job satisfaction and organizational behavior directly and indirectly improving job satisfaction, and various systems that can elevate the organizational behavior by motivating employees are needed.