The purposes of this study are as follows: First, to analyze the causal relations between service training, job satisfaction, emotional labor and customer orientation for hospitality industry employees. Second, to identify the mediating effects of job satisfaction and emotional labor in the relationship between service training and customer orientation. Third, to figure out the difference between the groups of hotel and the airline industry about each variables.
The survey was conducted by hospitality industry employees educated service training at least once, who are flight attendants of domestic airlines working at international airports in Korea, and hotel employees working at 5-star hotel in Seoul and Busan. Total of 325 copies were used for the final analysis. The results analyzed with statistical programs SPSS 22.0 and AMOS 22.0 are as follows: First, service competence and service inclination of service training had positive impact on job satisfaction. Second, job satisfaction had a significant positive impact on deep acting, and also job satisfaction had a significant negative impact on surface acting, which verified the reverse causality of previous study identified the correlations between emotional labor and job satisfaction. Third, job satisfaction and deep acting turned out to influence positively on customer orientation. Surface acting, however, had no correlations with any factors. Lastly, service training turned out not to influence directly on customer orientation. However, job satisfaction and deep acting played the mediating role in the relationship between service training and customer orientation.
As the result, this study has found out the importance of job satisfaction and deep acting for the employees in the hospitality industry. This study also has attempted to figure out the effective service training methods and to build upon theoretical and practical implications for effective human resources management.