지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
초록· 키워드
오류제보하기
The previous other research has greatly advanced the understanding of emotional labor by providing a theoretical framework. Emotional labour is considered by many to be an important part of the role of many travel professionals. Previous research has not, however, investigated the tenants of the framework across various emotional labor and service attitude in travel service. So, I investigate the main effects of the element of the emotional labor with interactive situation, display rules, and emotion control strategy on result with the service attitude. Data obtained from survey of employee who engage in the sales field of travel agency. In this research has found that display rules and deep acting are critical factors influencing service attitude of employee. And frequency, duration, and job routineness are significant elements which influence on service attitude. Measuring surface acting and deep acting is more process oriented, viewing emotional labor as an effortful aspect of work. Surface-level regulation and deep-level regulation were predicted to have different patterns of relationships. Deep acting may create a sense of satisfaction in the quality of the provided services. However, in the regression analyses surface acting was not significant beyond the other variables. It can also help in pinpointing areas requiring more managerial attention and action to improve the emotional labor travel agent employees perform. Lastly, it is my hope that the availability of this instrument will stimulate much needed empirical travel emotional labor research.
목차
등록된 정보가 없습니다.
참고문헌 (33)
참고문헌 신청
Ashforth, B. E / 1993 / Emotional Labor in Service Roles: The Influence of Identity / Academy of Management Review 18 (1) : 88 ~ 115
Ballantyne,D / 1997 / Internal Networks for Internal Marketing / Journal of Marketing Management 13 (5) : 343 ~ 366
Chang,C.P / 2006 / A Multilevel Exploration of Factors Influencing the Front-line Employees' Service Quality in International Tourist Hotels / Journal of American Academy of
Chu, K. H / 2006 / Development and validation of the hospitality emotional labor scale / Tourism Management 27 : 1181 ~ 1191
Diefedorff, J. M / 2005 / The Dimensionality and Antecedents of Emotional Labor Strategies / Journal of Vocational Behavior 66 : 339 ~ 357
Ballantyne,D / 1997 / Internal Networks for Internal Marketing / Journal of Marketing Management 13 (5) : 343 ~ 366
Chang,C.P / 2006 / A Multilevel Exploration of Factors Influencing the Front-line Employees' Service Quality in International Tourist Hotels / Journal of American Academy of
Chu, K. H / 2006 / Development and validation of the hospitality emotional labor scale / Tourism Management 27 : 1181 ~ 1191
Diefedorff, J. M / 2005 / The Dimensionality and Antecedents of Emotional Labor Strategies / Journal of Vocational Behavior 66 : 339 ~ 357
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