The effects of emotional labor and job burnout of the ski resort workers on service level

스키리조트 종사자의 감정노동과 직무소진이 서비스 제공수준에 미치는 영향

  • Received : 2015.12.30
  • Accepted : 2016.02.20
  • Published : 2016.02.28


The purpose of this study was empirically to reveal the effects of emotional labor and job burnout of the ski resort workers on service level. For the study, a survey of 215 people working in domestic ski resorts was conducted. Emotional labor was composed of two sub-factors: surface acting and deep acting. Service level was composed of three sub-factors: tangibles, responsiveness, endeavor. The following results were obtained by confirmatory factor analysis, reliability analysis, correlation analysis, regression analysis. First, in emotional labor which ski resort worker perceived, surface acting had a positive effect on job burnout, while deep acting had a negative effect on it. Second, surface acting had a positive effect on tangibles and responsiveness of service level and deep acting had a positive effect on tangibles, responsiveness and endeavor of service level. Third, job burnout which ski resort worker perceived had a negative effect on tangibles, responsiveness and endeavor of service level. This study suggested that implications and limitations of the relationship between outcomes and emotional labor which people working at sport organizations such as a ski resort have experienced.


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