호텔 F&B 종사원의 감정노동과 서비스 태도와의 영향관계 (Effect relationship between emotional labor and service attitude of hotel F&B employees)

서지정보

· 발행기관 : 한국외식경영학회
· 수록지 정보 : 외식경영연구 / 13권 / 3호 / 81 ~ 102페이지
· 저자명 : 구경원, 김판영

초록

Although service studies have shown that emotional labor will contribute to increased employees' burnout, and both of them influence service providers' job attitude, there is still a lack of guidance in the hotel food and beverage service provider's emotional labor studies in understanding effect on the employee's self-perceived service attitude. The purpose of this study is to examine the antecedents of emotional labor, surface & deep acting, emotional control, and workers' service performance at service encounter with customer and to explore the effect relationship among antecedents, emotional labor, and service attitude in the hotel F&B service. Structural equation modeling was used to establish relationship among emotional labor's dimensions and various antecedents variables, service attitude of worker. Data obtained from survey of employee who engage in the restaurant of deluxe hotel in Seoul. The results show like below, it has positive relationships between job characteristics and emotional labor. Frequency, duration, and job routineness are significant predictors of hotel service providers’ emotional labor and service attitude. And surface acting, deep acting, and emotional control were positively effect on employees' perceived service attitude. In application of hotel field, it sends a crucial message to hotel managers that education and training may be necessary to change employees’ acting mode into proper method. Positive emotional labor can benefit hotel service workers and customers alike in perceived service quality. In future research, it is recommended to consider other variables to find relationship with service attitude and to research more deeply on service attitude.

영어초록

Although service studies have shown that emotional labor will contribute to increased employees' burnout, and both of them influence service providers' job attitude, there is still a lack of guidance in the hotel food and beverage service provider's emotional labor studies in understanding effect on the employee's self-perceived service attitude. The purpose of this study is to examine the antecedents of emotional labor, surface & deep acting, emotional control, and workers' service performance at service encounter with customer and to explore the effect relationship among antecedents, emotional labor, and service attitude in the hotel F&B service. Structural equation modeling was used to establish relationship among emotional labor's dimensions and various antecedents variables, service attitude of worker. Data obtained from survey of employee who engage in the restaurant of deluxe hotel in Seoul. The results show like below, it has positive relationships between job characteristics and emotional labor. Frequency, duration, and job routineness are significant predictors of hotel service providers’ emotional labor and service attitude. And surface acting, deep acting, and emotional control were positively effect on employees' perceived service attitude. In application of hotel field, it sends a crucial message to hotel managers that education and training may be necessary to change employees’ acting mode into proper method. Positive emotional labor can benefit hotel service workers and customers alike in perceived service quality. In future research, it is recommended to consider other variables to find relationship with service attitude and to research more deeply on service attitude.

참고자료

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