프랜차이즈 베이커리 생산종사원의 감정노동이 직무태도, 고객지향성에 미치는 영향관계

This study examined the factors that affect the relationship between Emotional Labor, Job Attitudes and customer Orientation. A total of 300 questionnaires were distributed to the consumers, of which 287 were deemed suitable for analysis after the removal of 13 unusable responses Analysis method through the data coding process for the recruitment statistics and were analyzed using the SPSS 18.0 statistical package program AMOS 18.0. The results of exploratory factor analysis showed that One factor for Emotional Labor was extracted that accounted for a total cumulative variance of 68.217% and a KMO score of 0.765. Job Attitudes was extracted that accounted for a total cumulative variance of 66.427% and a KMO score of 0.742. Customer Orientation was extracted that accounted for a total cumulative variance of 66.888% and a KMO score of 0.684. All factors were significant to 0.000 and the correlation between variables was significant. Thus, based on the results, the main research hypothesis that identifies the relationships between Emotional labor, Job Attitudes and Customer Orientation was partially adopted.