감정노동자의 고객지향성 향상을 위한 조직신뢰의 조절효과 분석 : 특급호텔 식음료서비스 비정규직원을 중심으로

The purpose of this study is to investigate the effects of the emotional labor of contingent workers on improving customers orientation in deluxe hotel food and beverage departments (F&B) and the moderating role of organizational trust. A total of 300 questionnaires were distributed to irregular workers employed in deluxe hotel F&B departments from March 1st to April 15th, 2017. Out of the 300 questionnaires distributed, 271 copies were used in the analysis of frequency, EFA, reliability, pearson correlation and multiple regression analysis utilizing the SPSS 18.0. program. The results of this study are as follows. First, the factors of emotional labor are deep acting and surface acting. Second, the results of analyzing the effects of emotional labor on customer orientation were that deep acting and surface acting showed a positively significant influence on customer orientation. Third, the moderating role of organizational trust between emotional labor and customer orientation did not show a significant influence. It indicated that this study had significant outcomes because the data were conducted from contingent workers from deluxe hotel F&B departments. Also the results of the multiple regression analysis between emotional labor and customer orientation showing positive significant influence mean that the employees are willing to work hard for themselves. Therefore, hotels should implement policies to compensate employees' performance. The limitations of this study are that it is possible to obtain more meaningful results if the the employees are divided into regular and irregular positions.