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도서지역 리조트 종사원의 감정노동, 직무스트레스, 고객지향성, 직무몰입에 미치는 구조적 영향에 관한 연구
이승일 ( Lee Seung-il ),문주호 ( Moon Ju-ho ),권욱 ( Kwon Wook ),송경용 ( Song Kyoung-yong ),이동신 ( Lee Dong-shin ) 한국도서(섬)학회 2017 韓國島嶼硏究 Vol.29 No.3
The roles of each employees in service industry are very important because it is labor intensive industry. Thus the employee who offers the services needs intimacy with customers to interact and to satisfy. The service is in intangible, therefore the service quality is known by the service employees. For that reason, the service companies require the employees to express their emotion moderately. On account of the customer satisfaction is the core competitiveness of the company, employees were forced to express their emotion according to the manual of the emotional expression which was required by the company. Hence, this study was conducted to find out the influences of the employees' emotional behavior on the job stress and also the influences of the job stress on the Customer Orientation and job commitment. This study was verified by the collected data using survey method. The survey was conducted the employees who work for three different resort in island area. the questionnaire were distributed 410 and collected 383, and 347 were used finally after removing insincere 36 responses. The results are as follows; First, the surface behavior affect job stress positively, internal behavior affect job stress negatively. Second, the job stress affects the Customer Orientation negatively. Third, the job stress affects the job engagement negatively. This study was examined to suggest the effective management of employees who are emotional workers in service industry. The practical implications were suggested in the study.