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
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In this study, two representative measures in the job-focused approach and the employee-focused approach of emotional labor are explored to examine dimensionality and the predictability of each emotional labor measure on key consequences that include job stress, customer orientation, and job satisfaction. Data obtained from 193 department store apparel saleswomen were submitted for analysis. The results show that the emotional dissonance and emotional effort of the Kruml and Geddes measure are good predictors for job stress, customer orientation, and job satisfaction. In a test of the Davies measure, job stress is predicted by emotional dissonance and frequency while customer orientation is predicted by duration, variety, and the frequency of emotional expression in jobs. Duration is also a key predictor for job satisfaction. The result confirm the dimensionality and predictability of two emotional labor measures as well as suggests the need for the careful selection and refinement of appropriate measures according to consequences.
목차
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참고문헌 (37)
참고문헌 신청
Abraham, R / 1998 / Emotional dissonance in organizations: Antecedents, consequences, and moderator / Genetic, Social, and General Psychology Monographs 124(2):229~246
Adelmann, P. K / 1989 / Emotional labor as a potential source of job stress, In Organizational risk factors for stress / American Psychological Association :371~381
Ahn, J. S / 2003 / The service interaction style and emotional labor dimensions
Ashforth, B. E. / 1993 / Emotional labor in service roles: The influence of identity / Academy of Management Review 18(1):88~115
Ashforth, B. E. / 1995 / Emotion in the workplace: A reappraisal / Human Relations 48(2):97~125
Adelmann, P. K / 1989 / Emotional labor as a potential source of job stress, In Organizational risk factors for stress / American Psychological Association :371~381
Ahn, J. S / 2003 / The service interaction style and emotional labor dimensions
Ashforth, B. E. / 1993 / Emotional labor in service roles: The influence of identity / Academy of Management Review 18(1):88~115
Ashforth, B. E. / 1995 / Emotion in the workplace: A reappraisal / Human Relations 48(2):97~125
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