호텔 종사원의 감정노동이 직무스트레스 및 서비스제공수준에 미치는 영향 -대전지역 특급호텔을 중심으로- = A Study on the Effects of Hotel Employee`s Emotional Labor on the Job Stress and the Service Delivery Level -Focused on the deluxe hotels in Daejeon-

다국어 초록 (Multilingual Abstract)

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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