호텔 직원의 감정노동, 직무스트레스, 반응행동 간의 구조적 관계

Abstract

The purpose of this study is to identify the structural relationship between emotional labor, job stress, response behaviors (EVLN) for hotel employees. To test the hypothesis, questionnaires were developed based on the precedent research. The research was conducted on four-five stars hotel employees in Seoul who have more than one-year experience using judgment sampling. A total of 350 questionnaires were sent out, and 305 questionnaire were used in the analysis. The SPSS 22.0 and AMOS 22.0 statistical packages were used to perform frequency analysis, confirmatory factor analysis, reliability analysis, and verify the hypothesis through a structural equation model. Regarding verification of hypothesis, first, the emotional labor of hotel employees shows significantly positive (+) effects on job stress. Second, hotel employee's job stress had significantly positive (+) effects on exit, loyalty, and neglect except for voice among the constituents of response behavior. Lastly, it was verified that work job stress performs a mediating role in the correlation of exit, loyalty, and neglect out of the hotel employees’ response behavior, with emotional labor. Based on the results of this study, the need for ways to reduce the job stress of hotel employees who are exposed to emotional labor was emphasized, and the importance of how to cope with the employees' response behavior in a desirable manner was confirmed through effective management. Hotel managers will also need to pay greater attention to the importance of employee dissatisfaction with their work．