감정노동이 서비스 제공수준, 조직몰입, 직무만족에 미치는 영향에 관한 연구 = 항공사 객실승무원을 대상으로

다국어 초록 (Multilingual Abstract)

Today we have experienced a shift from manufacturing to more service-based industries. As service sector are forming an ever greater part of the whole industries, the clamor for recognition of the importance of emotional labor is occurring. The main focus will be reasons why the emotional display of hospitality service employees such as hotel staff or airline crew can determine customers’ service quality. Organizational research has focused on the ways to reduce the employees’ negative emotion on service quality with an organizational perspective. And to do that, we need to identify the factors adjusting the correlation between emotional labor and service quality. Furthermore, there is no match between employees` real feeling on the job and the feelings they ought to express organizationally. Such emotional dissonance may have a negative impact on organizational performance. The importance of service providers` emotional labor has been largely discussed, nevertheless the studies of emotional labor still leave much to be desired in many ways. The purpose of this study was to identify the effects of emotional labor on organizational commitment and job satisfaction in the airline industry. The consequences of this research is presented as follows: First, procedural service level is negatively affected by the dimensions such as variety of emotions to be displayed, intensity of emotional expression, and emotional dissonance while the frequency of emotional display has no impact on the quality of service. Second, personal service level is negatively affected by emotional dissonance and intensity of emotional display, whileas the variety of emotions to be displayed and frequency of emotional display have no influence on personal service level. Third, procedural service level and personal service level have a positive impact on three separable components of organizational commitment such as affective commitment, continuance commitment, and normative commitment. Finally, job satisfaction is directly influenced by all three parts of organizational commitment such as affective, continuance, and normative. Implications for future theory development and empirical research on emotional labor are discussed as well.