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자료유형
학술저널
저자정보
저널정보
한국호텔관광학회 호텔관광연구 호텔관광연구 제17권 제4호 (통권 제61권)
발행연도
2015.7
수록면
145 - 161 (17page)

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The study investigates the moderating roles of social support in the relationship between emotional dissonance and job satisfaction. Data were collected from 232 hotel banquet employees of 10 five star hotels in 2015. The statistical tools in this research were frequency analysis, reliability analysis, correlation analysis, exploratory factor analysis, and regression analysis. The results of this study, based on a positive analysis, could be summarized as follow, Frist, the higher emotional dissonance in the emotional labor, the lower job satisfaction. But the higher expression of natural emotion, it was showed highly in the job satisfaction. Secondly, moderating effects of social support were tested in relations between emotional dissonance and job satisfaction. As a result, social support had moderating effect on the relationship between deep acting and job satisfaction and no influence in relations between surface acting and job satisfaction. This suggests that the support of supervisors and co-workers would reduce the hotel banquet employees emotional dissonance in their process of service. I hope that this paper would contribute to increasing a competitive edge for human resource management of hotel banquet employees.

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