서비스업 종사자의 직무환경과 감정노동 및 이직의도와의 관계에 대한 연구

Abstract

Purpose This study attempted to shed light on the work environment, emotional labor, and the resulting turnover intentions that employees experience as highway SA(Service Area) laborers Methods The study was executed through conducting a designed survey of fifty-two questionnaires which is a total of 570 samples were collected from six different highway SAs. Multiple statistical evaluations were made to verify the hypothesis Results Poorer work environment indicates higher physical and psychological stress level; while higher physical and psychological stress level reflects higher turnover intentions. In addition, there exists a correlation between emotional labor and stress level; physical stress and psychological stress level increases as surface acting increases, whereas physical stress and psychological stress level decreases as deep acting increases. Conclusion The study takes on a relational approach in analyzing the work environment, emotional labor, and stress levels of highway SAworkers to propose a cogent method of stress relief.