호텔종사원의 감정노동이 반생산적과업행동(CWB)과 이직의도에 미치는 영향 : 사회적 지원의 조절효과

Abstract

The purpose of this study was to identify how emotional labor(surface acting and deep acting) affected counterproductive work behavior(organizational moral disengagement and personnel moral disengagement) and turnover intention, and how social support(supervisor support and peer support) had moderator roles on the social support between emotional labor and counterproductive work behavior. To achieve these purposes, the data were collected from questionnaires distributed to employees of 5-star hotels of Seoul, Gyeongju, Busan , Daegu and Jeju using convenience sampling method. 250 questionnaires were distributed and a total of 241 questionnaires were used for the research. The research findings were as follows. The significant relationships between surface acting and personnel moral disengagement, deep acting and organizational moral disengagement are supported. Our study shows a non-significant relationship between surface acting and organizational moral disengagement, and deep acting and personnel moral disengagement. Hotel supervisor and peer support had moderating roles on the causal relationship between emotional labor and counterproductive work behavior of organizational moral disengagement and personnel moral disengagement.