호텔종사원이 지각하는 고객관련 스트레스가 감정노동과 이직의도에 미치는 영향

The impact of Customer-related Stress Perceived by Hotel Employees on an Emotional Labor and Turnover Intention

In this study, the emotional labor by the social stress associated with a customer who reflects a sort of social situation, the situation of mental and physical tension arising from an interaction of customer and employee, and the effect of customer-related stress resource are intended to be shown. And turnover intention as an affective response of emotional labor result is intended to be understood. Results of this study are as below. First, if a customer-related perceived stress is high, then the emotional labor is perceived high. Therefore, in a hotel companies where their achievements vary with customer contact point, measures to keep employee members' emotional and psychological health caused by emotional labors associated with employees' performance and various internal marketing plan will have to be established to emotionally express a false feeling such as an ostensible action to an authenticity base such as an internal action.Finally, the analyzed results of an impact relation of emotional labor and turnover intention showed that the higher an ostensible action was perceived, the higher a turnover intention was and the higher an internal action was perceived, the lower a turnover intention was. Thus, companies will have to prepare a measure to switch an ostensible action to an internal action as to employee's emotional labor.