A Study on the Determinants of Employees' Turnover Intention of Emotion Workers -Focused the large accommodation services on the Gangwon Province-

감정노동자의 이직의도 결정요인에 관한 연구 -강원지역 대형숙박서비스업을 중심으로-

  • Lee, Deok-Soo (Dept. of Industrial Engineering, Halla University)
  • 이덕수 (한라대학교 산업경영공학과)
  • Received : 2016.06.09
  • Accepted : 2016.07.07
  • Published : 2016.07.31


This study analyzed the determinants of the turnover intention of emotion workers and recent social issues. In particular, this study examined whether the factors that determine the turnover intention affect the quality of service. The job characteristics of emotion workers were set up as an independent variable, and the job environment, organizational culture, such as emotional labor and how it affects the workers' behavior were investigated. How the independent variables influence the turnover of workers was investigated to mediate the emotional job satisfaction. The subjects were primarily targeted by the emotions of the workers engaged in large service accommodation, Kangwon. Among the environmental factors, the job characteristics and job duties are diverse factors and internal and external factors that can affect the compensation turnover intentions. Organizational culture as a factor was the human resources culture, open culture systems, and the hierarchical cultural factors affecting turnover intention. Among the emotional labor practices that also affects the surface of conduct, sincere acts influence the turnover intention. In addition, a one hypothesis testing job satisfaction was mediated by several factors with an impact, such as job diversity. Future empirical research should examined whether temporary full-time is an independent variable factor that can achieve a more fruitful conclusion.


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