외식업체 비정규직 종사원의 감정노동이 감정소진에 미치는 영향과 신뢰의 조절효과 분석

The purpose of this study is to identify the effects of emotional labor of non regular workers on the emotional exhaustion and the moderating role of trust in food service industry. A total 300 questionnaires were distributed from Mar 7th to Apr 10th, 2016 and 271 copies were used for analysis. To achieve the goal of study, multiple regression and hierarchial regression analysis were implemented with SPSS 18.0 program. As a result of empirical analysis, First, deep acting negatively affected emotional exhaustion but surface acting showed significantly positive influence on emotional exhaustion. Second, the effect of deep acting on emotional exhaustion was seriously influenced by moderating role of corporate and peer trust. However the surface acting was not verified with meaningful impact on it. Based on these findings, the research suggests implications that equitable treatment between regular and non regular workers is the key for successful business management in food service industry.