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
- 2014.1
- 수록면
- 1 - 23 (23page)
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초록· 키워드
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As customer satisfaction, gaining profit and service organization's goal, are achievby service employee. it can be said the success or failure of the business often depends on the management of service encounter emploees. Therefore the aim of this study is to identify how the travel agency employee's emotional dissonance affects to job abd to investigate how self-efficacy as a adjustment variable works on the relation between job burnout and customer orientation.
The study result is summarized as below. First, by the result of the analysis, emotional dissonance was positively associated with job burnout. Second, by the result of the analysis performed to investigate how job burnout affects to customer orientation, it is shown that burnout is negatively associated with customer orientation.
Thirdly, the result shows that emotional dissonance affects to customer orientation negatively. Fourth, It is shown that self-efficacy performed as an adjustment role between job burnout and customer orientation.
Regarding to overall results, it also should be considered to try extra both indirect and direct compensation program in term of internal marketing. Emotional labor has been a factor manager often overlooked, but with applying fair appraisal and compensation program, employee also improve their fairness about job and compensation control. It is so expected to compensation program perform the roles as a mitigative against many critical negative effects such as emotional dissonance and job burnout of emotional labor performer.
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참고문헌 (37)
참고문헌 신청
Abraham, R. / 1999 / The Impact of Emotional Dissonance on Organizational Commitment and Intention to Turnover / The Journal of Psychology 133 (4) : 441 ~ 445
Bandura, A. / 1977 / Self-efficacy: toward a unifying theory of behavioral change / Psychological Review 84 : 191 ~ 215
Bandura, A. / 1986 / Social foundation of thought and action: A social cognitive theory / Prentice-Hall : 391 ~
Bhagat, R. S. / 1989 / Organizational stress, personal life stress, symptoms of life strain :An examination of the role of sense of competence / Journal of Vocational Behavi
Brown. T. J. / 2004 / Internal benefits of service-worker customer orientation: job satisfaction, commitment and organization citizenship behavior / Journal of Marketing : 1
Bandura, A. / 1977 / Self-efficacy: toward a unifying theory of behavioral change / Psychological Review 84 : 191 ~ 215
Bandura, A. / 1986 / Social foundation of thought and action: A social cognitive theory / Prentice-Hall : 391 ~
Bhagat, R. S. / 1989 / Organizational stress, personal life stress, symptoms of life strain :An examination of the role of sense of competence / Journal of Vocational Behavi
Brown. T. J. / 2004 / Internal benefits of service-worker customer orientation: job satisfaction, commitment and organization citizenship behavior / Journal of Marketing : 1
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