레스토랑 종사원의 특성이 감정노동, 서비스 제공수준, 기업성과에 미치는 영향에 관한 연구

As interest in understanding the emotional labor and motivation of service employees who have to deal with diverse customers and meet their organizational norms is increasing, there is also a growing interest in the relationship between emotional management and job performance of service employees. In services such as restaurants, which have an intangible and interactive product associated with their service offering, a single behavior of a service employee will contribute to the overall evaluation of service quality and customer satisfaction of the restaurant. Restaurant service employees experience emotional labor when their actual emotions conflict with their restaurant rules and procedures require employees to manipulate their emotions on the job. Even if the service is provided by expressing feelings appropriate to the rules of emotional expression pursued in a restaurant, if such an emotional imbalance persists, it will eventually have a negative effect on the business performance of the restaurant. Thus, restaurants need to provide a way to reduce the negative impact of emotional labor on the performance of employees' services. This study attempts to focus on the emotional labor of restaurant service employees and investigate whether the characteristics of restaurant employees affect emotional labor. Through this study, we propose future-oriented implications for the long-term development of the restaurant industry by raising issues about minimizing emotional labor and seeking ways to minimize emotional labor of restaurant service employees so as to increase the profits of the restaurant company. As a result of the empirical analysis, it was found that the personal characteristics of the restaurant service employees influenced emotional labor, service provision level and business performance of restaurants.