호텔의 감정표현규칙에 따른 직원의 감정노동전략이 감정고갈과 직무만족에 미치는 영향

The purpose of this research is to reduce business confusion and to maintain a consistent service of good quality, the emotional display rules enforced in requiring companies to set and implement their business policies by requiring business policies are to empirically verify the influence of emotional labor strategy of hotel employee on the emotional exhaustion and job satisfaction according to the different emotional display rules of the Positive Emotional Display Rules and the Negative Emotion Suppression Rules. The empirical analysis of 212 hotel staff showed that both the rules of expressing positive feelings and the rules of suppressing negative emotions had positive effects on in-depth behavior. On the other hand, it turned out that it had a negative impact on or had nothing to do with surface behavior. In-depth behavior has been shown to have a negative effect on emotional distortion and a positive effect on job satisfaction, while surface behavior has had a positive effect on emotional exhaustion and no effect on job satisfaction. Finally, emotional exhaustion was tested to have a negative effect on job satisfaction. In conclusion, the corporate needs to set up education and training program on the level of human resource management which encourages the employees to practice the deep acting while avoiding the surface acting. In addition, a more desirable and efficient way would be to provide the employees with suitable emotional display rules so as to help their job performance. Those results can be used as an important reference for value creation according to the future performance of hotel companies.