프랜차이즈 외식업체 종사자의 감정노동과 조직몰입 관계에서 사회적지지의 매개효과 분석

This empirical study examined the relationships among emotional labor, social support, and organizational commitment of franchise food service industry employees, and analyzed the mediating effects of social support from the fellow and director on the relationship between emotional labor and organizational commitment. A total of 268 employees in the franchise food service industry, such as fast food, chicken, and coffee in Seoul, were analyzed by frequency analysis, reliability analysis, correlation analysis, confirmatory factor analysis, and structural equation model analysis using the SPSS Program. The results of verifying the research hypotheses could be summarized as follows. First, the surface emotional labor of franchise food service industry employees had negative effects on the organizational commitment. Deep emotional labor had significant positive effects on the organizational commitment, and fellow and director support had significant positive effects on the organizational commitment. Second, the social support from the fellow and director had partially mediating effects on the relationship between emotional labor and organizational commitment. This suggests that emotional labor and social support play essential roles in enhancing the organizational commitment of franchise food service industry employees.