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논문 기본 정보

자료유형
학술저널
저자정보
저널정보
한국유통과학회 유통과학연구 유통과학연구 제14권 제2호
발행연도
2016.1
수록면
73 - 82 (10page)

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Purpose – Counterproductive work behavior(CWB) was typically categorized according to the behavior whether it targets other people(i.e., interpersonal CWB: I-CWB). Employing organizations( i.e., organizational CWB: O-CWB) has emerged as major concerns among researchers, managers, and the general public. An abundance of researches has informed us about the understanding for the antecedents of CWB, whereas little is known about the antecedents of CWB directed distribution service in employee's emotional labor. Therefore, the purpose of this research is to propose a research model in which surface acting enhances emotional exhaustion as an emotional labor strategy, which eventually increases counterproductive work behavior( including I-CWM and O-CWB). Research design, data, and methodology – This empirical research data were gathered from the samples of full time frontline hotel employees(including front office, call center, food/beverage, concierge, and room service) in South Korea. Six hotels were selected ranged from four to five stars, including privately owned and joint-venture properties. A convenience sampling method was used to select hotels. Full time frontline hotel employees from the six hotels were surveyed using a self-administered instrument for data collection. With the strong support of hotel managers, a total of 300 questionnaires were distributed, and 252 responses were collected indicating a response rate of 84.0%. In the process of working with the 252 samples, structural equation modeling is employed to test research hypotheses(H1: The relationship between surface acting and Interpersonal counterproductive work behavior(I-CWB) is mediated by emotional exhaustion, H2: The relationship between surface acting and organizational counterproductive work behavior( O-CWB) is mediated by emotional exhaustion). SPSS 18.0 and M-Plus 7.31 software were used for the data analysis. Descriptive statistics were used to assess the distribution of the employee profiles and correlations between factors. M-Plus 7.31 software was used to test the model fit, validity, and reliability of the factors, significance of the relationship between factors, and the effects of factors in the model. Results – To test our mediation hypotheses, we used an analytical strategy suggested by Preacher & Hayes (2008) and Shrout & Bolger (2002). This mediation approach directly tests the indirect effect between the predictor and the criterion variables through the mediator via a bootstrapping procedure. Thus, it addresses some weaknesses associated with the Sobel test. We found that surface acting was positively related to emotional exhaustion. Furthermore, emotional exhaustion was a significant predictor from the two kinds of counterproductive work behavior. In addition, surface acting was not significantly associated with the two kinds of counterproductive work behavior. These results indicated that the surface acting by frontline hotel employees was associated with higher emotional exhaustion, which is related with higher interpersonal counterproductive work behavior( I-CWB) and organizational counterproductive work behavior( O-CWB). In sum, we confirmed that the positive relationship between surface acting and the two kinds of counterproductive work behavior was fully mediated by emotional exhaustion. Conclusions – The current research broadens the conceptual work and empirical studies in counterproductive work behavior literature by representing a fundamental mechanism that how surface acting affects counterproductive work behavior.
#Surface Acting #Emotional Exhaustion #Counterproductive Work Behavior #Interpersonal Counterproductive Work Behavior #Organizational Counterproductive Work Behavior.

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참고문헌 (56)

참고문헌 신청
배준철 / 2011 / 백화점 판매사원의 감정노동에 관한 연구 / 유통과학연구 9(4):75~82 dbpia Bagozzi, Richard. P. / 1988 / On the evaluation of structural equation models / Journal of the Academy of Marketing Science 23(1):74~94 google schola Bechtoldt, Myriam N. / 2007 / Main and moderating effects of self-control, organizational justice, and emotional labour on counterproductive behaviour at work / European Journal of Work and Organizational Psychology 16(4):479~500 google schola Bennett, Rebecca J. / 2000 / Development of a measure of workplace deviance / Journal of Applied Psychology 85(3):349~360 google schola Bentler, Peter M. / 1980 / Significance tests and goodness of fit in the analysis of covariance structures / Psychological Bulletin 88(3):588~606 google schola

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