호텔서비스 제공자의 감정노동과 영향요인 -호텔 식음료 및 객실종사원 중심으로-

Because emotional labor is a relatively new concept, there is a few of research on this subject in the hotel and tourism academic field. So we studied about this concept more deep and carefully. The purpose of this study is to examine the antecedents and consequences of emotional labor(surface and deep acting), and to explore the relationship between antecedents and emotional labor in the hotel industry. We discussed about the importance of emotional labor for hotel service manager in the literature study, and review the components of antecedents and emotional labor. Then we hypothesized that antecedents of emotional labor would be effect on surface acting(SA) and deep acting(DA). In the result, the antecedents of emotional labor is positively related to the surface acting and deep acting, as expected. Specially, the frequence of interaction and display rules were important variables to explain the emotional labor strategies. And higher extraversion had a positive relationship with emotional labor. In summary, despite many different measures developed, the our view is that job-related variables(frequence, duration, and routineness), positive display rules, and personnel characteristics(neuroticism and extraversion) are perceived as the antecedents of emotional labor rather than emotional labor itself. In the managerial implications, it may be important to review personality profiles in the selection and disposition . The display rules were the significant predictors of emotional labor in hotel service. So, hotel manager should use this point for the training programme and control employees’ service attitude. Suggestions for the future search, other research should include other dependence and control variables of the emotional labor.