호텔 레스토랑 감정종사자의 직무소진 완화를 위한 신뢰의 조절효과 연구

The purpose of this study is to investigate the effects of the emotional labor on job burnout in hotel buffet-type restaurants and the moderating role of trust. The survey was conducted with emotional workers in a variety of buffet-type hotel restaurants in Gangnam, Seoul, a total of 350 questionnaires were distributed from February 1st to March 15th in 2019 and 331 valid copies were used in the analysis of frequency, EFA, reliability, pearson correlation, multiple regression and hierarchical analysis with SPSS 18.0. program. The results of this study are as follows; First, the factors of emotional labor are deep acting and surface acting, and also the factors of trust are organizational trust and peer trust. Second, the result of analyzing the effects of emotional labor on job burnout are that surface acting showed a significantly positive influence on job burnout and deep acting showed asignificantly negative influence on job burnout. Third, the results of the moderating role of trust, organizational trust and peer trust showed a significant influence on deep acting, but did not show a significant influence on surface acting. It indicated that this study had significant outcomes because the data were conducted with emotional workers in various buffet-type restaurants. Furthermore, the results suggest the role of deep acting of emotional workers is very important key to get moderating effects between emotional labor and job burnout. Limitations of this study are that the data were collected from buffet restaurants only andfuture studies about deep acting should consider all aspects of senior and junior employees.