호텔객실종사원의 감정노동, 직무탈진감과 이직의도와 관계에서 사회적 지원의 조절효과 연구

The purpose of this study was to identify how emotional labor(surface acting and deep acting) affected job burnout and turnover intention, and how social support(supervisor support and peer support) had moderator roles on the social support between job burnout and turnover intention. To achieve these purposes, the data were collected from questionnaires distributed to employees of 5-star hotels of Seoul, Incheon, Busan, Gyeongju and Jeju using convenience sampling method. 200 questionnaires were distributed and a total of 195 questionnaires were used for the research. The research findings were as follows. The significant relationships between surface acting and job burnout, job burnout and turnover intention are supported. Our study shows a non-significant relationship between deep acting and job burnout. Hotel supervisor and deep support had moderating roles on the causal relationship between job burnout and turnover intention.