호텔종사원의 감정불일치가 감정조절 및 감정부조화에 미치는 영향

This study is to examines relationship between emotional discrepancy and emotional regulation as well as emotional regulation and emotional dissonance for hotel employees. With this purposes, this study used emotional labor model based on control theory and measured respectively emotional discrepancy and emotional dissonance. Emotional discrepancy shows differential effect on emotional regulation. Emotional discrepancy shows significant effect on deep acting negatively, and on surface acting positively. In addition, deep acting is negatively related to emotional dissonance and surface acting is positively related to emotional dissonance. Therefore, hotel organization have to be interested in the emotional discrepancy to encourage employees to do deep acting. And this is closely related with reducing emotional dissonance. Finally, this could be interesting variable in the future studies related to the emotional labor.