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학제간연구 과학기술학 뇌인지과학 기술정책 기타 복합학

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논문 기본 정보

자료유형
학술저널
저자정보
저널정보
한국유통과학회 유통과학연구 유통과학연구 제15권 제2호
발행연도
2017.1
수록면
111 - 120 (10page)

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Purpose – Service employees who work at airline check-in counters in airport are typically employed to undergo emotional labor. Emotional labor of airport service employees is an important managerial issue that must be solved. This study attempts to examine the underlying mechanism of emotional labor on turnover intention. It focuses on the consequences of emotional labor of service employees. The purpose of this study is to examine and empirically test how the two-types of emotional labor(deep-acting & surface-acting) of service employees differently affect the level of their job satisfaction and job stress. It also investigates the relationship between job satisfaction, job stress, and turnover intention. For this purpose, first, this study identified the structural relationship between emotional labor, job satisfaction, job stress, and turnover intention. Second, it investigated the mediating effects of job satisfaction between deep-acting and turnover intention. Research design, data, and methodology – To empirically test these structural relationships among research variables, data were collected by a interview from service manager of domestic airline companies and survey from 179 service employees who are working at single domestic airline check-in counters in airports in Korea using a self-rating questionnaire with total 19 items dealing with emotional labor, job satisfaction, job stress, and turnover intention. To test the research hypotheses, collected data were analyzed by confirmatory factor analysis (CFA) and structure equation model (SEM). Results – This study obtains meaningful research results. The results from this study are as follows. First, deep-acting has a positive effect on job satisfaction, whereas, deep-acting has a negative effect on job satisfaction. Second, surface-acting has a positive effect on job stress, whereas, the effects of surface-acting on job satisfaction did not show statistically significant result. Also, job satisfaction has partial mediating roles to the relationship between deep-acting and turnover intention. Conclusions – Based on the results of this empirical study, emotional labor of service employees is one of the key factors influencing their job satisfaction and job stress. In particular, deep-acting is the important factor in emotional labor to increase job satisfaction and reduce job stress. Finally, theoretical, managerial implications, and research limitations are mentioned in discussion parts.
#Emotional Labor #Deep-Acting #Surface-Acting) #Job Satisfaction #Job Stress #Turnover Intention.

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참고문헌 (26)

참고문헌 신청
Ashforth, B. E. / 1993 / Emotional labor in service roles : The influence of identity / Academy of Management Review 18 : 88 ~ 115 google schola Ashforth, B. E. / 2000 / Emotion in organizations : 184 ~ 203 google schola Babakus, E. / 1992 / An empirical assessment of the SERVQUAL scale / Journal of Business Research 24 (3) : 253 ~ 268 google schola Bono, J. E. / 2005 / Emotions in organizational behavior / Erlbaum : 213 ~ 233 google schola Brent, A. Scott. / 2011 / A multi-level field investigation of emotional labor, affect, work withdrawal, and gender / Academy of Management Journal 54 (1) : 116 ~ 136 google schola

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