레스토랑 종사원들의 감정노동이 직무소진 및 이직의도에 미치는 영향: 프랜차이즈 레스토랑 종사원을 중심으로

This paper performed to verify the influence of restaurant employee emotional labor on job burnout and turnover intention. Especially, current study was focused on franchise restaurant employees. Online survey was developed and 40 employees were participated in pretest. After confirming the measurement through pretest, final survey was developed and it distributed to 300 franchise restaurant employees. Total 275 participants were employed for statistical analysis after sorting out missing data. Using SPSS 25.0 program, frequency analysis and correlation analysis were conducted, and for hypothesis test AMOS 25.0 program was used. Results shown that all variables of emotional labor (surface acting and deep acting) have significantly influence on job burnout (emotional burnout, depersonalization, and personal accomplishment). In addition, the all variables of job burnout except emotional burnout have significantly influence on turnover intention. This study will contribute to provide various meaningful findings to reduce franchise employees' job burnout as well as turnover intention.