Abstract
The purpose of this study is to analyze the effects of emotional labor of hotel employees on job burnout, job engagement, and turnover intention. The mediating effect of job engagement factor on the relationship between job burnout and turnover intention was analyzed. To achieve the purpose of study, research model and hypothesis were established through theoretical research. For the empirical study, a survey was conducted on employees working in five 5-star hotels in Seoul. Statistical analysis was performed using SPSS20.0/ WIN and AMOS 20.0 programs. Based on the results of theoretical research and empirical study, implications are presented as follows. First, a standard manual that can protect hotel employee from emotional labor should be prepared, and systematic operation and management should be carried out. Second, it is necessary to establish and implement an emotional labor education plan focusing on methods of managing stress caused by emotional labor. Third, it is necessary to establish an organizational culture in which excellent employee can continue to work without thinking about changing jobs, and compensation according to their abilities should be provided. It is necessary for hotel companies to make continuous efforts to reduce job burnout caused by emotional labor and increase job engagement.
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