뷰티 서비스업 종사자의 감정노동, 회복탄력성, 심리적 웰빙이 직무열의에 미치는 영향

Abstract

As social needs increase, the service industry tries to hide personal feelings to provide the best satisfaction to customers, maintain the facial expressions, gestures, and tone that customers and companies want, and express only the feelings of responding to customers. These environmental factors have highlighted the social plight of emotional workers. In particular, the beauty service workers are equipped with art and professional skills among the service sectors. They have the characteristics of providing technical services, customer sensibility, and cultural sense in serving customers. Therefore, this study investigated the effects of emotional labor, resilience, and psychological well-being on job engagement for the beauty service industry workers in the hair, makeup, nail, and skin service. The questionnaire was used to analyze a total of 608 people in Seoul and Gyeonggi area. Data analysis was conducted using the SPSS 25.0 statistical program to analyze the frequency, factors, reliability, technical statistics, and multiple regression analysis. The study found that the emotional labor, resilience, and psychological well-being of the beauty service industry directly affect job engagement, which is a significant factor in determining life quality. To improve job engagement, increase resilience and psychological well-being, and reduce surface acting during emotional labor are the importance of deep acting. Therefore, this study