지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 발행연도
- 2011.8
- 수록면
- 211 - 232 (22page)
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초록· 키워드
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This study was to examine the relationship between emotional labor and job stress of hotel employees and the role of pro-social behavior as a control variable in that relationship. A sample of 241 surveys which showed a 68.9% usable response rate. Exploratory factor analyses were adopted to identify three underlying dimensions of pro-social behavior; behavior within role, voluntary behavior, behavior beyond role, and five dimensions of emotional labor; control system, superficial, service situation, depressed, variety of emotion, and four dimensions of job stress; job competence, job obscureness, job process, overload.
Hierarchial regressional analyses were adopted to examine the relationship between emotional labor and jab stress, and the moderating effect of pro-social behavior.
It was found that the emotional labor of hotel employees affects their job stress, and the controlling effect of the pro-social behavior in the relationship between the variables. From the empirical results, it can be concluded that the emotional labor of hotel employees should be considered mare importantly because it leads to their service quality. Also, hotels should manage the reason for job stress with care. Addition, in order to have the competitive advantages over the hotel market, the pro-social behavior - the concept that hotel employees have to execute each other voluntarily in terms of service and cooperation beyond their assigned roles and responsibility - needs to be highly recognized.
Hierarchial regressional analyses were adopted to examine the relationship between emotional labor and jab stress, and the moderating effect of pro-social behavior.
It was found that the emotional labor of hotel employees affects their job stress, and the controlling effect of the pro-social behavior in the relationship between the variables. From the empirical results, it can be concluded that the emotional labor of hotel employees should be considered mare importantly because it leads to their service quality. Also, hotels should manage the reason for job stress with care. Addition, in order to have the competitive advantages over the hotel market, the pro-social behavior - the concept that hotel employees have to execute each other voluntarily in terms of service and cooperation beyond their assigned roles and responsibility - needs to be highly recognized.
목차
Abstract
Ⅰ. 서론
Ⅱ. 이론적 고찰
Ⅲ. 연구 조사 설계
Ⅳ. 실증분석
Ⅴ. 결론 및 토의
참고문헌
참고문헌 (2)
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UCI(KEPA) : I410-ECN-0101-2013-326-000327153