환대산업 서비스종사원의 감정노동, 소진에 관한 다 집단 연구

• 영문명: Multi-group Study on Emotional Labor and Burnout of Hospitality Service Workers: Factorial and Structural Invariance Test across Multi-sample and Theoretical Elaboration
• 발행기관: 한국관광학회
• 저자명: 오정학 김철원
• 간행물 정보: 『관광학연구』제36권 제3호, 35~58쪽, 전체 24쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2012.04.30

영문 초록

Albeit the pervasiveness of studies on emotional labor and burnout, a causal relationship between them remains unidentified. The purpose of this study is to reexamine these issues and suggest some clues for resolving it. For this, the study raised two presuppositions: First, it is necessary to consider psychological aspects of EL to objectively predict consequences of it; Second, a configurational validity of MBI-HSS should be verified as a standardized measurement instrument to establish theoretical foundation of causal structure between EL and burnout. An empirical analysis was designed by multi-sampling methods and data were analyzed by multi-group CFA and SEM to verify factorial and structural invariance across multi-sample(airline cabin attendants and casino employees). The results revealed two significant findings: First, consequences of emotional labor of hospitality service workers are not same across different samples and this uncasuality is salient in emotive efforts; Second, two dimensions without reduced personal accomplishment of MBI-HSS are more valid than three dimensions. Based on these results, theoretical implications were discussed through by suggesting an alternative theoretical model.

목차

I. 서론

II. 이론적 배경

III. 연구방법

IV. 실증분석 결과

V. 결론

참고문헌

키워드

감정노동 소진 항공사승무원 카지노종사원 다중집단분석 Emotional labor Burnout Airline cabin attendants Casino employee Multi-sample analysis