호텔 종사원이 지각하는 표현요구가 감정노동, 직무소진 및 직무만족에 미치는 영향 연구 - 서울지역 특 1급 호텔을 중심으로 -

Since service quality employees provide to customers plays an important role in customer satisfaction, positiveimage of the company, and profit creation of the company, it is important to manage not only external customersbut internal customers. Aware of the need to do research on emotional management of employees, this study didresearch using as research objects employees of the special first class hotels in Seoul. Hotel business is a typicalservice industry, and the service provided by hotel employees is highly dependent on their emotions. Based onexisting research, this study formulated 7 hypotheses, and empirically analyzed the relationships among the followingvariables: emotional expression request, emotional labor, job burnout and job satisfaction. The analysis revealed thefollowing findings: Positive emotional expression request for emotional expression has significant positive (+) effectson surface acting and deep acting of emotional labor, supporting hypothesis 1 and 2; Negative emotional repressionrequest affects significantly and positively (+) surface acting of emotional labor, but not significantly deep acting,supporting hypothesis 3 only; Though surface acting of emotional labor has a significant positive (+) effect on jobburnout, there is no causal relations between deep acting and job burnout, supporting hypothesis 5; Job burnoutproves to have a significant negative (-) effect on job satisfaction, supporting hypothesis 7.