호텔종사원의 감정부조화와 고객지향성 간의 관계에서 사회적 지원과 자기효능감의 조절효과

Moderating Effect of Social Support and Self-Efficacy on The Relationship Between Hotel Employees' Emotional Dissonance and Customer Orientation

Although the concept of emotional dissonance in service workers is very important in the theoretical and practical perspective, the extant study has not yet studied. The present study investigates the moderating roles of social support (support of supervisors or co-workers) and self-efficacy in the relationship between emotional dissonance and customer orientation for the hotel employees in the process of service. From the survey, a total of 233 useful samples were collected and analyzed in SPSS 12.0 for window. As the result shows hotel employees' emotional dissonance impacts on their customer orientation and the social support and self-efficacy they perceive play the moderating roles in the relationship between their emotional dissonance and customer orientation. Therefore, in the process of service in hotel industry, the support of supervisors and co-workers will reduce employees' emotional dissonance. And those employees who have high self-efficacy will reduce their emotional dissonance and provide more customer-oriented service.