호텔 직원의 감정노동이 직무몰입에 미치는 영향에 관한 연구

Abstract

Purpose of this research is to examine emotional labor impacts over job commitment for hotel employees also to be examined is difference due to demographic characteristics and working behavior characteristics in impact relationship between emotional labor and job commitment. The survey was conducted on 318 hotel employees who work at luxury hotels in Jeju area on emotional labor, job commitment and general items. To verify reliability and validity of collected data factorial analysis and reliability verification were examined and T-test, F-test and multiple regression analysis were carried out for hypothesis testing. The following are the summarization of thesis. First, The inner behavior factor of emotional labor of hotel employees showed notable differences depend on gender and age, marital status, rank, experience in hotel work and change of occupation. Second, emotional dissonance factor of emotional labor of hotel employee showed notable differences depend on marital status and years of employment. Third, emotional break away factor of emotional labor of hotel employee showed difference in work department. Fourth, external behavior factor of emotional labor of hotel employee did not show notable changes depend on demographic characteristics and working behavior characteristics. Fifth, job commitment of hotel employee showed not able difference in education, work department and rank, Sixth, inner behavior factor among emotional labor of hotel employee was analyzed to have positive (+) affect on job commitment while external behavior have negative (-) affect. Through above results emotional labor of hotel employee does have affect over job commitment thus it is essential for hotel corporations to manage emotions of hotel employees.