바리스타의 감정노동이 소진, 이직의도에 미치는 영향: 프랜차이즈 커피전문점을 중심으로

The purpose of this study is to examine how baristas working at franchise coffee shops affect burnout and turnover intention through emotional labor and to provide implications from the results. The population of this study was set up as a franchise coffee shop in Busan, and a questionnaire was surveyed for baristas currently working in these coffee shops. Statistical analysis of the data was performed using SPSS 21.0. Frequency analysis and exploratory factor analysis were conducted to confirm that the items in the factors were measured correctly to analyze the demographic characteristics of 322 respondents. The results and implications of this study are summarized as follows. First, in this study, the relationship between emotional labor and burnout of baristas in franchise coffee shops supports the results presented in previous studies. Second, the results of this study showed that emotional labor had a significant effect on burnout. Third, burnout had a significant effect on turnover intention.