크루즈 종사원의 감정노동이 감정소진과 이직의도에 미치는 영향

Abstract

The purpose of this study is to identify the inner behavior and the surface behavior, which are the factors of emotional labor, and to examine the impact relationship between emotional labor, emotional exhaustion, and turnover intention for cruise employees working in the cruise industry, a promising industry in the 21st century. Data collection was conducted from February 1, 2019 to January 31, 2020 A total of 300 copies of the questionnaires were distributed and 292 copies were collected. To achieve the research objective, statistical analysis was conducted through SPSS23.0 and AMOS statistics program. As a basic analysis, frequency analysis and technical analysis were conducted to understand demographic characteristics, and exploratory factor analysis, confirmatory factor analysis, and reliability analysis were performed to determine the reliability and validity of respondents. After verification, the hypothesis was verified by performing a covariance analysis. First, Emotional labor will have a positive effect on emotional exhaustion. Second, Emotional labor will have a positive effect on turnover intention. Third, Emotional burnout will have a positive effect on turnover intention. The purpose of this course is to present an effective development direction of human resources management for cruise hotel companies and a way to enhance competitiveness.