특급호텔 식음료 직원의 감정노동과 이직의도와의 관계에서 상사지원의 조절효과 연구

The purpose of this study is to investigate the effects of emotional labor on turnover intention in deluxe hotel F&B employees and the moderating role of supervisor support. The survey was conducted through a total of 300 questionnaires, from March 7th to March 31st in 2017, and used 287 copies in the analysis of frequency, EFA, reliability, pearson correlation and multiple regression analysis and hierarchial regression analysis with 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 turnover intention are that surface acting showed a significantly positive influence on turnover intention and deep acting showed a significantly negative influence on turnover intention. Third, the results of the moderating role of supervisor support did not show a significant influence on surface acting and deep acting. The results suggest that the deterioration of the management environment triggered by excessive competition is also a result of the relationship among the members of the organization, which will negatively influence future management performance. Also the research reiterates the importance of the role of the relationship between members of the F&B team in order to decrease turnover intention and improve operating performance. Limitation of this study is that it requires future research about various variables that may affect employees' turnover intention.