호텔식음료종사자의감정노동이서비스제공수준에미치는영향: 상사의 감성지능과 사회적 지원의 조절효과를 중심으로
The Impact of Hotel Foodservice Employee's Emotional Labor on Level of Service Delivery: Focused on the Mediating Effect of Supervisor's Emotional Intelligence and Social Supports
김보성(서정대학교); 김명희(경기대학교); 이인석(서강대학교); 정무관(경남대학교)
13권 5호, 319~340쪽
초록
This study examines the effect of some domestic first class hotel members'emotional labor on level of service delivery and firm performance. Also the present study is designed to test the moderating effect of supervisor's emotional intelligence,social support on relationship between emotional labor and level of service delivery. The major finding of the study are as follow. First of all, the four factors model of emotional labor was related to lower and higher level of service delivery. And level of service delivery was generally related to higher firm performance. Secondly, moderating effect of social support on the relationship between emotional labor and level of service delivery was statistically significant. But moderating effect of supervisor's emotional intelligence was partially signigicant.
Abstract
This study examines the effect of some domestic first class hotel members'emotional labor on level of service delivery and firm performance. Also the present study is designed to test the moderating effect of supervisor's emotional intelligence,social support on relationship between emotional labor and level of service delivery. The major finding of the study are as follow. First of all, the four factors model of emotional labor was related to lower and higher level of service delivery. And level of service delivery was generally related to higher firm performance. Secondly, moderating effect of social support on the relationship between emotional labor and level of service delivery was statistically significant. But moderating effect of supervisor's emotional intelligence was partially signigicant.
- 발행기관:
- 한국외식경영학회
- 분류:
- 관광학