호텔종사원들의 감정부조화가 직무소진과 이직의도에 미치는 영향 : 감성지능의 조절효과

The purpose of this research is to examine how emotional intelligence has a moderating effect on the relationshipbetween emotional dissonance and job burnout and to investigate a mediating relationship between emotionaldissonance and turnover intention through job burnout. To test the hypotheses, moderation analysis, mediationanalysis and moderated mediation analysis were performed. Of the 300 self-report questionnaires distributed to hotelemployees, 221 usable responses were received and utilized in the final analyses. The results show that emotional dissonance significantly affected job burnout, and job burnout completelymediated the effect of emotional dissonance on turnover intention. And emotional intelligence moderated therelationship between emotional dissonance and job burnout, suggesting that the emotional dissonance-job burnoutrelationship was stronger in the low emotional intelligence group than in the high emotional intelligence group. Particularly, emotional intelligence moderated the mediating relationship between emotional dissonance and turnoverintention via job burnout(moderated mediation effect), indicating that the mediation effect was stronger in the lowemotional intelligence group. Therefore, hotel managers should efficiently implement strategies and programs toreduce emotional dissonance and job burnout and enhance emotional intelligence, which lead to lower turnoverintention.