외식서비스업 감정노동자의 지각된 혼잡이 감정부조화, 감정소진, 고객지향성에 미치는 영향 : 개인의 조절초점성향에 따른 차이

Abstract

There is lack of research on the effects of perceived crowding in service employee. This study examined the effects of perceived crowding caused by waiting customers on the emotional dissonance, emotional exhaustion and customer orientation targeting service employee. This research classified them into two groups; promotion focus and prevention focus with the use of role of regulatory focus, also subdivided emotional dissonance. In results, promotion group is the reason on emotional repression of emotional dissonance from emotional exhaustion, and prevention group has shown that Norms Compliance is emotional dissonance. Contrary to existing other research influence of emotional dissonance towards customer orientation have positive effects and this is based on CS programs.