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.
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This study is the empirical research which can be helpful in managing emotional labor and job stress in official task through analyzing the effect relationship between emotional labor, job stress, and service delivery level. To achieve the purpose of the study, the empirical survey was conducted for the employee at the deluxe hotels in Daejeon, and the questionnaires collected were analyzed through cording process. For verifying the model, general characteristics of the sample were reviewed by frequency analysis using the statistics package program, SPSS WIN10.0 and the validity and reliability was also reviewed by factor analysis and reliability analysis. As the final verifying procedure, multiple regression analysis was done for hypothesis test. As a result of the test, there were a positive effect relationship between emotional labor and job stress, and also another positive effect relationship between emotional labor and service delivery level through analyzing the effect relationship. It was concluded that emotional labor could be reduced by the right policy that business set up for its employee. And it was suggested that the employee needed to manage one’s emotional labor positively.
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참고문헌 (40)
참고문헌 신청
Schuler, R. S. / 1984 / Integrative transactional process model of coping with stress in Organizations, In Human stress in Cognition in Organizations: An Integrative Perspective / John Wiley and Sons
Selye, H. / 1976 / The Stress of Life. Review Edition :371~395
Zeithaml, V. A. / 1988 / Consumer Perceptions of Price, Quality and Value: A Means-End Model and Synthesis of Evidence / Journal of Marketing 52:2~22
Zeithaml, V. A. / 1988 / SERVQUAL: A. Multiple-Item Scale for Measumer Perceptions of Service Quality / Journal of Retailing :12~40
Ashforth, B. E. / 1993 / Emotional labor in service roles: The influence of identity / Academy of Management Review 18
Selye, H. / 1976 / The Stress of Life. Review Edition :371~395
Zeithaml, V. A. / 1988 / Consumer Perceptions of Price, Quality and Value: A Means-End Model and Synthesis of Evidence / Journal of Marketing 52:2~22
Zeithaml, V. A. / 1988 / SERVQUAL: A. Multiple-Item Scale for Measumer Perceptions of Service Quality / Journal of Retailing :12~40
Ashforth, B. E. / 1993 / Emotional labor in service roles: The influence of identity / Academy of Management Review 18
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