외식업 종사자의 감정부조화가 잔류의도에 미치는 영향: 종사자의 고용형태및 이직경험을 조절 변수로

Today, a highly competitive food service industry can achieve the organization’s goals by insuring every employees’ service capabilities are exercised. So they put so much effort in the service education and training for food service industry workers. Norms required by the organization and feelings of individual workers happen to conflict each other. Research on emotional dissonance and turnover intention is active, but the relationship between emotional dissonances and residual intentions’ research in effectiveness verification of forms of employment and turnover of experience adjustment are limited . In this study, the lower variable of the emotional dissonance: (emotional performance and organized repression, institutional norm) is conceptualized. If the restaurant worker experiences emotional dissonance, this study has a purpose of explaining how the residual intent affects the forms of employment and loss of employment experience. Three variables of the empirical results showed that emotional dissonance has a discriminatory impact on employment and turnover, depending on experience on the residual degree. As the number of temporary workers increases, the turnover rate is significantly influenced. Data was collected by distributing a mobile questionnaire survey to employees who work in food service companies in the capital city from 2012.08.01~09.13. Data processing was used for frequency analysis, factor analysis, reliability analysis, regression analysis using the SPSS 12.0 program. If the restaurant worker experienced emotional dissonance, the study determined whether remain intent affects. The significance of the study is to solve and support employees’ complaints, which should be handledas corporate managers’ responsibilities, not as employees' personal problems.