감정노동이 직무스트레스와 심리적 웰빙에 미치는 영향

The Effect of Emotional Labor on Job Stress and Psychological Well-being

This study attempted to find out the effect of emotional labor on job stress and psychological well-being among hotel employees who greet customers with a bright look and perform their tasks. The data collected from a survey of 282 employees in resort hotels was analyzed. The factor analysis showed that there were two dimensions for emotional labor(emotional dissonance and emotional efforts), three dimensions for job stress(work-related, customer-related, and environment-related stress), and six dimensions for psychological well-being (alienation, reduced personal accomplishment, dependence, environmental mastery, self-acceptance, and purpose of life). Research findings revealed that emotional dissonance had a positive influence on customer-related stress, work-related stress, and environment-related stress. Emotional dissonance had a positive influence on alienation, reduced personal accomplishment, and dependence. Emotional efforts had a positive influence on purpose of life and environmental mastery and a negative influence on reduced personal accomplishment. Lastly, customer-related stress had a negative influence on environmental mastery and work-related stress had a positive influence on alienation, dependence, and reduced personal accomplishment.