감정노동이 직무소진과 이직의도에 미치는 영향

• 영문명: Effects of Emotional Labor on Job Burnout and Turnover Intention: Focusing on Travel Industry Worker
• 발행기관: 관광경영학회
• 저자명: 황낙건 안준석
• 간행물 정보: 『관광경영연구』제25권 제3호, 611~633쪽, 전체 23쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2021.05.31

영문 초록

Today, the mental stress and fatigue of counselors due to emotional labor are negatively affecting job satisfaction because of the relatively higher working environment than workers in other industries and occupations. As a result, they suffer from various symptoms and aftereffects such as emotional dissonance and mental fatigue due to psychological damage, suicidal thoughts and increased psychological exhaustion due to depression. Accordingly, the government intends to analyze emotional labor and job exhaustion by factors, and identify the relationship between emotional labor and job exhaustion to reveal how the job exhaustion formed by emotional labor affects the intention of turnover. Through this, the purpose of the study is to analyze the emotional labor of travel counselors by factors, to provide basic data to relieve job stress, and to establish programs and systems for companies to cope with emotional labor and job exhaustion. The conclusions of this study are as follows: First, verification of the relationship between internal behavioral factors and job exhaustion of emotional labor has shown that internal behavior has a significant effect on both dehumanization and emotional exhaustion, which are job exhaustion factors. Second, verification of the relationship between surface behavior and job exhaustion in emotional labor has shown that surface behavior has a significant effect on dehumanization among job exhaustion factors, but not on emotional exhaustion. Third, the verification of the relationship between job exhaustion and turnover, formed by emotional labor, showed that both dehumanization and emotional exhaustion, which are factors of job exhaustion, have a significant effect on the intention of turnover.

목차

Ⅰ. 서 론

Ⅱ. 이론적 배경

Ⅲ. 연구설계

Ⅳ. 분석결과

Ⅴ. 결 론

참고문헌

키워드

Emotional Labor Job Burnout Job Stress Turnover Intention