호텔 종업원의 심리자본에 따른 감정노동이 조직시민행동에 미치는 영향

The Effect of Hotel Employees’ Psychological Capital on Emotional Labor and Organizational Citizen Behavior

This study is interested in clarifying how hotel employees’ psychological capital and emotional labor influence organizational citizenship behavior(OCB) according to the perspective of positive psychology. This study is aimed to explore a potential mediating effect of emotional labor in the relationship between psychological capital and OCB of hotel employees. In order to attain the purpose of this study, to investigate empirically relationship between them, 3 hypotheses were proposed and 280 copies collected from the employees of hotel were used. The results revealed that among the 4 sub-factors of psychological capital, ‘self-efficacy’, ‘optimism’ and ‘resilience’ have a significantly positive impact on the deep-acting. ‘self-efficacy’ and ‘resilience’ have a negative effect on the surface acting. Second, deep acting of emotional labor was revealed to have a positive effect on organizational citizenship behavior, and surface acting have a negative effect. Third, 4 sub-factors of psychological capital all have a notable positive impact on the organizational citizenship behavior. These results aimed to provide useful information for the use of psychological capital and emotional labor in human resource development and performance programs.