감정노동에 따른 공항서비스 직원의 심리적 메커니즘에 관한 실증연구

• 영문명: An Empirical Study on the Airline Service Employees’ Psychological Mechanism according to the Emotional Labor
• 발행기관: 한국유통과학회
• 저자명: 이준섭(Jun-Seop Lee)
• 간행물 정보: 『유통과학연구(JDS)』제15권 제2호, 111~120쪽, 전체 10쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2017.02.28

영문 초록

Purpose – Service employees who work at airline check-in counters in airport are typically employed to undergo emotional labor. Emotional labor of airport service employees is an important managerial issue that must be solved. This study attempts to examine the underlying mechanism of emotional labor on turnover intention. It focuses on the consequences of emotional labor of service employees. The purpose of this study is to examine and empirically test how the two-types of emotional labor(deep-acting & surface-acting) of service employees differently affect the level of their job satisfaction and job stress. It also investigates the relationship between job satisfaction, job stress, and turnover intention. For this purpose, first, this study identified the structural relationship between emotional labor, job satisfaction, job stress, and turnover intention. Second, it investigated the mediating effects of job satisfaction between deep-acting and turnover intention. Research design, data, and methodology – To empirically test these structural relationships among research variables, data were collected by a interview from service manager of domestic airline companies and survey from 179 service employees who are working at single domestic airline check-in counters in airports in Korea using a self-rating questionnaire with total 19 items dealing with emotional labor, job satisfaction, job stress, and turnover intention. To test the research hypotheses, collected data were analyzed by confirmatory factor analysis (CFA) and structure equation model (SEM). Results – This study obtains meaningful research results. The results from this study are as follows. First, deep-acting has a positive effect on job satisfaction, whereas, deep-acting has a negative effect on job satisfaction. Second, surface-acting has a positive effect on job stress, whereas, the effects of surface-acting on job satisfaction did not show statistically significant result. Also,

목차

1. 서론

2. 이론적 배경 및 가설

3. 연구방법

4. 연구결과 및 시사점

5. 연구의 한계점 및 향후 연구제언

키워드

Emotional Labor(Deep-Acting, Surface-Acting) Job Satisfaction Job Stress Turnover Intention