프랜차이즈 외식업계 종사자의 감정노동이 역할스트레스, 직무소진, 이직의도에 미치는 영향

Abstract

This study was to assess the effects of franchise food service employees' emotional labor on role stress, job burnout, and turnover intention. A total of 310 samples were collected from franchise food service employees in Seoul and Gyeonggi province from October to November, 2016. The results were as follows. First, among the sub-dimensions of emotional labor, surface acting and deep acting had a significant effect on role conflict, role ambiguity, and role overload among the sub-dimensions of role stress. Second, role stress had a significant effect on job burnout. Role conflict had a significant effect on emotional exhaustion. Role ambiguity had a significant effect on emotional exhaustion, depersonalization, and reduced personal accomplishment. Also, role overload had a significant effect on depersonalization and reduced personal accomplishment. Third, emotional exhaustion from job burnout had a significant effect on turnover intention. The suggestion of this study is that it is important to reduce the role conflict and role ambiguity of franchise food service employees because role conflict and role ambiguity affect emotional exhaustion, and emotional exhaustion affects turnover intention.