Abstract
To investigate the effect of emotional labor of casino hotel employees on job stress and service delivery level. Data collection was conducted from October 1, to November 30, 2019 A total of 310 questionnaires were distributed, and 288 copies were finally used for analysis, excluding 22 questionnaires judged to be inaccurate in the questionnaire response. Statistical analysis was conducted through SPSS23.0 and AMOS statistical programs to achieve the research goal. As for the analysis results, frequency analysis and descriptive analysis were performed to understand demographic characteristics, and exploratory factor analysis, confirmatory factor analysis, and reliability analysis were performed to determine the reliability and validity of respondents. After verification, the hypothesis was verified by performing a covariance analysis. First, it is intended to examine the effect of employee emotional labor on job stress. Second, it is intended to examine how the emotional labor of employees affects the level of service delivery. Third, it is intended to investigate the relationship between job stress and service level of delivery. Based on the results of the empirical analysis, it is believed that it will be a basic data for the stable development of the hotel industry by suggesting an efficient human management plan for casino hotel employees.
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