특급호텔 식음료부서 종사원의 감정노동, 직무스트레스, 직무소진, 이직의도 간의 영향관계

For a hotel effective human resource management(HRM) leads to attainment of its goal efficiently, and helps it in the following ways: taking care of optimum utilization of available human resource at corporate level, and providing various opportunities for personal development of an employee at professional level as a factor of internal marketing strategy. Employees’ psychological factors, such as emotional labor, job stress, burnout, turnover intention, have accumulated evidence for hotels’ impact on both individual and organizational outcomes. This study, therefore, empirically examined the relationship between emotional labor, job stress, burnout, and turnover intention of food service department in hotels for providing effective HRM strategies for hotel management. Sample of the study was collected by 262 employees who worked in food service department in hotels in Seoul. The empirical results demonstrated the relationship between emotional labor and burnout of the employee was mediated by job stress. Job stress and burnout also influenced on turnover intention. These indicated that supervisors and managers of hotels are to conduct effective strategies of human resource management to reduce the employees’ negative feelings for leading to not only customer satisfaction and management goals of the hotel.