호텔종사원의 감정노동이 소진과 직무만족에 미치는 영향

Abstract

It is a common knowledge that hotel employees frequently encounter demanding and difficult customers. Although it is not a pleasant experience, hotel companies are often required to be polite and smile in front of the customers. Emotional labor takes place in this kind of service work situation. Emotional labor is performance of various forms of emotion work in the context of hotel employees. Positive emotion by employees is related to customers' positive affect after service transactions and evaluations of perceived service quality, and emotional expression by employees can have a favorable effect on customer. Despite its benefit to company's bottom line, emotional labor can be detrimental to service providers both psychologically and physically. The purpose of this study is to examine whether the emotional labor have effects on the burnout and the job satisfaction of the hotel employees. Also, in this study, it was attempted to examine whether there are significant differences in emotional labor, burnout and job satisfaction according to demographics and suggest the differentiated HRM(human resource management) plan to hotel manager. This study used the survey method. From October 5 to October 15, 2007, 310 questionnaires were distributed to the staffs who work at five-star hotels' room division and F&B department in Jeju. Out of 310 questionnaire, 278 questionnaires were collected and a total of 267 questionnaires were finally used for empirical analysis. Measurement factors of the hotel employee' individual characteristics are as follows : gender, age, education, FLC(family life cycle), position, career, division of employment, the type of employment(regular/non-regular workers). Also, 11 items of emotional labor and 23 items of job satisfaction were measured for the analysis. To accomplish the objectives of this study, the theoretical review was performed and as the empirical analysis, frequency analysis, factor analysis, T-test, ANOVA analysis and regression analysis were used for the statistic analysis using SPSS 12.0 for Window. The major findings of this study can be summarized as follows: ⑴ There were significant differences in the emotional labor, burnout and jog satisfaction according to individual characteristics(gender, age, education) and organizational characteristics(career, division, the type of employment). ⑵ It was showed that hotel employees' emotional labor had the positive relationship with burnout. In other words, reduced personal accomplishment had the positive effect on emotional dissonances and variety of emotional display. Also, it has been confirmed that emotional exhaustion, depersonalization, and stress had the positive effect on emotional dissonances. ⑶ It was showed that hotel employees' emotional labor had the negative relationship with job satisfaction of the hotel employees. In other words, it has been confirmed that superior factor and job itself had the negative effect on emotional dissonances, emotional effort, and variety of emotional display. Sales/promotion had the negative effect on emotional dissonances, variety of emotional display, and coworkers and benefit package had the negative effect on emotional dissonances and emotional effort. This study showed that hotel employees' emotional labor had the positive effect on burnout, but had the negative effect on job satisfaction. Because there are several limitations in the study, it is difficult for the results of the study to apply to all the hotel employees.