서비스기업 종업원의 표면행위가 이직의도에 미치는 영향에 관한 연구: 지각된 사회적 지원의 조절효과를 중심으로

• 영문명: Surface Acting, Emotion Exhaustion and Turnover Intention: Moderating Roles of Social Support
• 발행기관: 한국유통과학회
• 저자명: 김완민(Wan-Min Kim) 강성호(Seong-Ho Kang) 이한근(Han-Geun Lee)
• 간행물 정보: 『유통과학연구(JDS)』제15권 제2호, 101~109쪽, 전체 9쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2017.02.28

영문 초록

Purpose – Previous studies related to emotional labor of salespeople have mainly focused on identifying the antecedents of emotional exhaustion and turnover intention and exploring the mitigating effects salespeople’s motivation on emotional exhaustion and turnover intention. They also demonstrates that there are different roles for moderating in social support, which means mental/physical support related to the job in supervisors, colleagues and organizations. The purpose of this paper is to investigate how service employees’ surface acting affect turnover intention through emotional exhaustion. Another important objective of this paper is to investigate whether perceived social support moderates 1) the relationship between surface acting and emotional exhaustion 2) the relationship between emotional exhaustion and turnover intention. Research design, data, and methodology – To test the hypotheses, we collected the data from Korean insurance company sales employees. A total of 235 responses were received, from which 220 usable responses were obtained after list-wise deletion. Working with a sample of 220 responses, structural equation modeling was employed to empirically test research hypotheses(

The relationship between surface acting and emotion exhaustion,

The relationship between emotion exhaustion and turnover intention,

The moderating effect of perceived social support(PSS) on the relationship between surface acting and emotion exhaustion, and

The moderating effect of perceived social support(PSS) on the relationship between emotion exhaustion and turnover intention. SPSS 22.0 and AMOS software were used in these data analysis. Results – The service employees’ surface acting was positively related to the emotional exhaustion; in turn, the service employees’ feelings on emotional exhaustion are positively related to turnover intention. In addition, Perceived Social Support significantly moderated the relationship betwe

목차

1. 서론

2. 선행 연구 고찰 및 가설

3. 연구방법 및 가설검증

4. 결론

키워드

Emotional Labor Surface Acting Emotional Exhaustion Turnover Intention Perceived Social Support