프랜차이즈 레스토랑 종사원의 감정노동, 소진, 조직몰입, 이직의도와의 영향관계

This study was conducted to examine the effect relationship among emotional labor, burnout, organizational commitment and turnover intention of franchise restaurant's employees. Moreover, the results can provide strategical implications for human resources management of franchise restaurant companies. Emotional labor consists of 2 factors: surface acting, deep acting and burnout consists of 3 factors: emotional exhaustion, depersonalization, low personal accomplishment. The results are suggested useful implications to human resources management of franchise restaurant companies. First, restaurant executives have to prepare the education manual that contain reliability and protection for employees facing customers. Second, it is important that a cafe, restroom and other facilities have also been set up in work place for employees. The facilities will be helpful to relieve employees' physical and mental fatigue. Third, restaurant managers have to listen carefully employees suggestion and difficulties in their job.