감정노동의 결과에 대한 한국과 미국간의 비교연구- 호텔종업원의 감정노동과 직무스트레스와의 관계를 중심으로 -

This paper discussed emotional labor as a neglected area in cross-cultural approach in prior researches. Based on the existing literature on the effects of emotional labor, the hypotheses were suggested and sets of data analyses were performed to verify these hypotheses. Data gathering were performed by self-administered questionnaires on the samples of 100 hotel employees in Hawaii and 154 hotel employees in S. Korea. Findings were as following. First, although empirical studies so far show that emotional labor has both positive and negative effects, positive effects were found for job stress.Second, the results showed a significant difference on the effects of emotional labor between Korean hotel employees and American hotel employees. Third, there was no difference on relationship between emotional labor and job stress according to emotional management strategies, surface acting and deep acting.Fourth, there were significant differences the frequency of the emotion management strategy they adopted between Korean hotel employees and American hotel employees.Fifth, it was found social support moderated relationships between emotional labor and job stress.