Korean journal of food and cookery science (한국식품조리과학회지)

Korean Society of Food and Cookery Science (한국식품조리과학회)
권호 표지
DOI QR코드

DOI QR Code

Study on Relations among Emotional Labor, Burnout, Engagement and Customer Orientation of High School Foodservice Employees in Busan Area

부산지역 고등학교 조리종사자의 감정노동, 직무소진, 직무관여와 고객지향성간의 관계 연구

  • Lee, Kyung-A (Dept. of Food & Nutrition, Catholic University of Daegu) ;
  • Lyu, Eun-Soon (Dept. of Food Science & Nutrition, Pukyong National University)
  • 이경아 (대구가톨릭대학교 식품영양학과) ;
  • 류은순 (부경대학교 식품영양학과)
  • Received : 2015.05.29
  • Accepted : 2015.06.25
  • Published : 2015.06.30
Download PDF
⟨ Previous Next ⟩

Abstract

The purpose of this study was to obtain data to improve customer orientation by managing emotional labor in foodservice employees. This study investigated the correlation between emotional labor (surface acting, deep acting), job burnout (emotional exhaustion, cynicism), and job engagement (vigor, dedication, absorption) in high school foodservice employees, and how they affect customer orientation. Our survey was administered to 330 school foodservice employees in the Busan area from June 2 to June 27, 2015. A total of 321 questionnaires were used for final analysis. The mean values for deep acting (p<0.01), cynicism (p<0.01), and dedication (p<0.05) significantly according to the position of the emproyees. The mean customer orientation significantly according to employment status (p<0.01) and meal service time (p<0.01). There was positive correlation (p<0.01) between surface acting, and emotional exhaustion cynicism, but negative correlation (p<0.01) between surface acting and vigor, dedication, absorption, and customer orientation. Deep acting had negative correlation (p<0.01) with emotional exhaustion and cynicism, positive correlation (p<0.05) with vigor, dedication, absorption, and customer orientation. Surface acting had negative influences on emotional exhaustion and cynicism, cynicism had negative influences on vigor, dedication, absorption, and customer orientation. Deep acting had positive influences on absorption and customer orientation, absorption had positive influences on customer orientation. Thus, nutrition teacher(dietitian) should educate foodservice employees the positive effects of deep acting to change their surface acting to deep acting, while actively managing internal customers.

Keywords

References

  1. Baek NG. 2013. The effect of burnout and customer orientation on emotional labor of food service company staff. Academy Customer Satisfaction Manag 15(3):25-50
  2. Brotheridge CM, Grandey AA. 2002. Emotional labor and burnout: comparing two perspectives of "people work". J Vocat Behav 60(1):17-39 https://doi.org/10.1006/jvbe.2001.1815
  3. Brotheridge CM, Lee RT. 2002. Testing a conservation of resources model of the dynamics of emotional labor. J Occup Health Psychol 7(1):57-67 https://doi.org/10.1037/1076-8998.7.1.57
  4. Cho IJ, Lee HS. 2012. The job satisfaction and the turnover intention of dietitians working at foodservice of the correctional institutions in Korea. Korean J Community Nutr 17(3):321-328 https://doi.org/10.5720/kjcn.2012.17.3.321
  5. Cho WJ, Yang IS, Choi HS, Lee HY. 2011. The effects of individual emotional characteristics on emotional labor of school dietitians. Korean J Community Nutr 16(5):592-601 https://doi.org/10.5720/kjcn.2011.16.5.592
  6. Choi EY, Kim HA. 2012. Effect of job stress on job burnout of nutrition teachers and dietitians in school foodservice. Korean J Food Cook Sci 28(2):97-110 https://doi.org/10.9724/kfcs.2012.28.2.097
  7. Choi KB, Shin KJ, Lyu ES. 2009. A study on the factors influencing job satisfactions of school foodservice employees in Busan area. Korean J Food Cook Sci 25(5):619-631
  8. Diefendorff JM, Croyle MH, Gosserand RH. 2005. The dimensionality and antecedents of emotional labor strategies. J Vocat Behav 66(2):339-357 https://doi.org/10.1016/j.jvb.2004.02.001
  9. Freudenberger H. 1974. Staff burnout. J Soc Issues 30(1):159-165 https://doi.org/10.1111/j.1540-4560.1974.tb00706.x
  10. Heo CG, Lee KA. 2015. Contribution of emotional labor to burnout and work engagement of school foodservice employees in Daegu and Gyeongbuk province. J Korean Soc Food Sci Nutr 44(4):610-618 https://doi.org/10.3746/jkfn.2015.44.4.610
  11. Heu HN, Lee HY. 2013. The effect of employee service mind on customer orientation in elementary school foodservice. J Korean Diet Assoc 19(1):82-94 https://doi.org/10.14373/JKDA.2013.19.1.082
  12. Im HJ, Lee YE. 2011. Job satisfaction of school foodservice employees in Chungbuk province. Korean J Human Ecol 20(2):651-663 https://doi.org/10.5934/KJHE.2011.20.3.651
  13. Ji YH, Jung SK, Byun JW. 2012. Impact of emotional labor on customer orientation in hotel employees: focused on the moderating effects of perceived display role. J Korean Hosp Adm 21(4):35-51
  14. Ji SU. 2013. Determinant and consequence of workplace mobbing for school food service employees. Master's thesis. Sangji University. Kangwondo, Korea. p 53
  15. Judge TA, Woolf EF, Hurst C. 2009. Is emotional labor more difficult for some than for others?: A multilevel, experience sampling study. Pers Psychol 62(1):57-88 https://doi.org/10.1111/j.1744-6570.2008.01129.x
  16. Kim GM, Lee SY. 2007. Effects of job stress factors on psychological job stress and job satisfaction levels of school dietitians in the Seoul and Incheon area. J East Asian Soc Dietary Life 17(1):143-151
  17. Kim HA, Jung HY. 2012. Understanding relationship among emotional intelligence, job attitude, and organizational performance in kitchen staff. Korean J Food Culture 27(4): 354-366 https://doi.org/10.7318/KJFC/2012.27.4.354
  18. Kim HA. 2010. Contribution of emotional labor to job stress of dietitians in school foodservice. Korean J Food Cook Sci 26(1):41-53
  19. Kim HC, Baek SH. 2011. The structural relationship of job stress, job burnout, and turnover intention of school dietitians, school nutrition teachers and school foodservice employees. Korean J Culinary Res 17(2):18-34
  20. Kim SH. 2006. A study on relationship of salesperson's emotional intelligence, burnout, and customer-oriented selling behavior. Korean Manag Rev 35(1):183-225
  21. Kim SR, Kim G. 2010. Relations among emotional labor, burnout and customer orientation of employee in food service industry. Korea J Tour Hosp Res 24(1):119-136
  22. Lee HM, Han JS. 2014. The effects of perceived expression request on the emotional labor, job burnout and job satisfaction of hotel employees: A case of five star hotels in Seoul. J Korean Hosp Adm 23(3):105-122
  23. Lee HY. 2014. The effects of emotional labor on emotional exhaustion of school dietitians: comparison on level of self- efficacy. Korean J Food Cook Sci 30(1):84-91 https://doi.org/10.9724/kfcs.2014.30.1.084
  24. Lee O, Cho MJ, Chang HJ. 2014. The organization commitment and perception of human resource management by employment type of school foodservice employees. J Korean Soc Food Sci Nutr 43(1):162-171 https://doi.org/10.3746/jkfn.2014.43.1.162
  25. Maslach C, Jackson S. 1981. The measurement of experienced burnout. J Occup Behav 2(2):99-113 https://doi.org/10.1002/job.4030020205
  26. Mo SJ, Suh JS, Lyu Es. 2005. An the evaluation of the perception of students and employees for foodservice characteristics of high schools in the Busa area. Korean J Food Cook Sci 21(2):250-262
  27. Moon YH, Chung KE, Yi SK, Choi JH. 2008. The relationship among emotional labor, job burnout, and customer orientation in airline service. J Commodity Sci Tech 26(1): 131-140
  28. Schaufeli WB, Bakker AB. 2003. Utrecht work engagement scale: Preliminary manual. Occupational Health Psychology Unit, Utrecht University, Utrecht, Netherlands. pp 1-58
  29. Schaufeli WB, Leiter MP, Maslach C, Jackson SE. 1996. The Maslach Burnout Inventory-General Survey. In MBI manual (3rd). Maslach C, Jackson SE, Leiter MP, ed. Consulting Psychologists Press, Palo Alto, CA, USA. pp 22-26
  30. Song NC, Lee HS, Lee KE. 2007. The factors (job burnout, job engagement, the workplace safety) influencing employees' job satisfaction in school food service operations. Korean J Community Nutr 12(5):606-616
  31. Sung OH. 2013. The structural relationships between job demand, burnout, job engagement and customer orientation of hotel service encounter employees : Focused on the moderating effect of ego-resilience. Master's thesis. Sejong University. Seoul, Korea. p 94
  32. Yagil D. 2004. The relationship of service provider power motivation, empowerment and burnout to customer satisfaction. Int J Service Mark 17(3):258-270
  33. Yi R, Gim WS, Shin KH. 2006. The role of emotional labor strategies in the job demand-resource model with burnout and engagement: call centre employee case. Korean J Ind Organ Psychol 19(4):573-596

Cited by

  1. Contribution of Emotional Labor and Organizational Commitment to Turnover Intention and Customer Orientation of School Foodservice Dietitian in the Busan Area vol.33, pp.1, 2017, https://doi.org/10.9724/kfcs.2017.33.1.104