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
- 2011.3
- 수록면
- 234 - 253 (20page)
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초록· 키워드
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This study is about the controlling effect of pro-social behavior in the relation between emotional labor and exhaustion of hotel employees to verify the relation between emotional labor and exhaustion of hotel employees, and the roles of pro-social behavior as a control variable in that relation. From the theoretical study and research design, the study formulated two hypotheses. Also, through the empirical analysis, the followings were found in terms of the relation between the emotional labor and exhaustion, and the controlling effect of pro-social behavior related to the emotional labor and exhaustion. Firstly, it was found that the emotional labor of hotel employees affect their exhaustion. Secondly, it was also found that the controlling effect of the pro-social behavior on the emotional labor and exhaustion is significant. From the analysis, it can be concluded that the emotional labor of hotel employees should be considered more importantly because the emotional labor which employees experience the emotion control facing clients leads to their service quality. Also, hotels should manage the reason for exhaustion closely. 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 by hotels.
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