서비스 제공자의 감정노동에 따른 보상유형이 고객 서비스품질에 미치는 영향

The purpose of this study is to investigate the effect of compensation type on customer service quality according to the size of emotional labor of service provider. A stronger emotional labor group will receive appropriate compensation, which will improve the satisfaction of organization members and the customer service quality. In this study, i conducted a group experiment using scenario technique according to the size(high/low) of emotional labor for students at two universities in Busan. The collected data were statistically analyzed using SPSS 19.0. As a result, Hypothesis 1 was supported that customer direct service group had higher recognition level of emotional labor than customer indirect service group. In addition, Hypothesis 2 that the group with high emotional labor had a lower service quality level than the group with low emotional labor showed no difference between the two groups. Finally, Hypothesis 3 suggests that there is a significant difference between the group with high emotional labor and the group with low emotional labor. This study suggests theoretical and practical implications in terms of suggesting compensation type as an alternative to provide high quality service of employees engaged in service related work by distinguishing groups according to the size of emotional labor.