Journal of Digital Convergence (디지털융복합연구)

The Society of Digital Policy and Management (한국디지털정책학회)
권호 표지
DOI QR코드

DOI QR Code

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
Download PDF
⟨ Previous Next ⟩

Abstract

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.

본 연구는 스키리조트 종사자가 지각하는 감정노동과 직무소진이 서비스 제공수준에 미치는 영향을 실증적으로 검증하는데 목적이 있다. 이를 위해 국내 스키리조트에 근무하는 종사자 215명을 대상으로 설문조사를 실시하였다. 감정노동은 표면행위와 내면행위의 2개 하위요인, 직무소진은 단일요인, 서비스 제공수준은 유형성, 응대성, 노력의지의 3개 하위요인으로 구성되었다. 또한 자료처리는 빈도분석, 확인적요인분석, 신뢰도분석, 상관관계분석, 회귀분석을 실시하여 다음과 같은 연구결론을 얻었다. 첫째, 스키리조트 종사자가 지각하는 감정노동 중 표면행위는 직무소진에 긍정적인 영향을 미치고, 내면행위는 직무소진에 부정적인 영향을 미친다. 둘째, 스키리조트 종사자가 지각하는 감정노동 중 표면행위는 서비스 제공수준의 유형성, 응대성에 긍정적인 영향을 미치며, 내면행위는 서비스 제공수준의 유형성, 응대성, 노력의지에 긍정적인 영향을 미친다. 셋째, 스키리조트 종사자가 지각하는 직무소진은 서비스 제공수준의 유형성, 응대성, 노력의지에 부정적인 영향을 미친다. 본 연구에서는 스키리조트와 같이 스포츠 서비스조직에 근무하는 종사자가 경험하는 감정노동과 결과 변수들간의 관계를 바탕으로 시사점과 제한점을 제시하였다.

Keywords

References

  1. Y. M. Kim, "The Structural Relationship among Customer Value, Relationship Quality and Customer Loyalty of Ski Resort. Korean Journal of Sport Science", Vol. 20, No. 2, pp. 337-348, 2009. https://doi.org/10.24985/kjss.2009.20.2.337
  2. Y. G. Kim, H. M. Jun, J. & W. Ha, "The Relationship between the Level of Employees' Job Satisfaction and the Level of Customers' Satisfaction in Services of Sports Centers. Korean Journal of Sport Management", Vol. 6, No. 2, pp. 99-123, 2001.
  3. Y. S. Kim, "Relationship of sports center employees's emotional work with the job stress, the job satisfaction and the job exhaustion. Journal of Sport and Leisure Studies", Vol. 47, pp. 127-144, 2012.
  4. S. H. Kim, "The Relationship of Internal Marketing with Job Satisfaction and Service Quality: The Evidence from Lodging Industry. Korean Journal of Hotel Administration", Vol. 21, No. 1, pp. 62-82, 2012.
  5. Y. H. Lee, S. H. Jun, & H. J. Jeon, "The effect of emotional labor on emotional exhaustion and turnover intention among early childhood sports instructors. Journal of The Korean Society of Sports Science", Vol. 23, No. 2, pp. 625-643, 2014.
  6. M. Greenbaum, "Emotional intelligence takes customer loyalty to a higher level. Boardwatch Magazine", Vol. 14, No. 7, pp. 120-121, 2000.
  7. J. S. An, "(The) Service Interaction Style and Emotional Labor Dimensions. Ph. D. dissertation", pp. 13-34, Graduate School of Education in Kyonggi University, 2003.
  8. J. H. Seo, "The Influence of Emotional Labor of Elementary School Sports Instructors on Organizational Commitment and Turnover Intention. Journal of The Korean Society of Elementary Physical Education", Vol. 18, No. 2, pp. 245-256, 2012.
  9. A. R. Hochschild, "The Managed Heart. Berkeley: University of California Press", 1983.
  10. C. Brotheridge, & A. A. Grandey, "Emotional labor and burnout: comparing two perspectives of people work. Journal of Vocational Behavior", Vol. 60, pp. 17-39, 2002. https://doi.org/10.1006/jvbe.2001.1815
  11. A. A. Grandey, When "The show must go on': Surface deep anting as predictors of emotional exhaustion and service delivery, Academy of Management Journal", Vol. 46, pp. 86-96, 2003. https://doi.org/10.2307/30040678
  12. D. Zapf, "Emotion work and Psychological well-being: A review of thy literature and some conceptual considerations. Human Resource Management Review", Vol. 12, pp. 237-268, 2002. https://doi.org/10.1016/S1053-4822(02)00048-7
  13. T. H. Kim, J. Y. Yang, & K. R. Chang, "Commitment to emotional display rules as a moderator of emotional labor on emotional dissonance and accomplishment. Korean journal of sport science", Vol. 23, No. 2, pp. 390-403, 2012. https://doi.org/10.24985/kjss.2012.23.2.390
  14. J. H. Lee, J. L. Lee, S. K. Lee, W. S. Jang, "Correlations among the emotional labor, job burnout and customer orientation of taekwondo instructors. Korean journal of sport science", Vol. 24, No. 4, pp. 757-767, 2013. https://doi.org/10.24985/kjss.2013.24.4.757
  15. C. L. Cordes, & T. W. Doughertys, "A review and an integration of research on job burnout. Academy of Management Review", Vol. 18, No. 4, pp. 621-656, 1993. https://doi.org/10.5465/AMR.1993.9402210153
  16. M. S. Park, & T. Y. Lee, "Study on the Relationship between Emotional Labour, Job Burnout, and Turnover Intention which are recognized by the leaders of the public sports facilities. Journal of The Korean Society of Sports Science", Vol. 22, No. 6, pp. 707-718, 2013.
  17. J. H. Jee, "Relationship between Emotional Labor and Service Delivery Level of Employee in Travel Agency. Journal of The Korean Contents Society", Vol. 9, No. 5, pp. 284-292, 2009.
  18. T. Y. Nam, & H. H. Kim, "Effects Hotel Employee Burnout on Service Level. Journal of The Korean Contents Society", Vol. 9, No. 10, pp. 358-377, 2009.
  19. J. S. Song, & E. I. Son, "A Study on the Effects of Customer Orientation on Emotional Dissonance and Service Delivery Level, Journal of Korea Safety Management & Science", Vol. 11, No. 4 pp. 127-137, 2009.
  20. J. H. Lee, "The Effects of Retail Industry Employee's Emotional Labor and Service Education on Customer Service Level. The Journal of Professional Management", Vol. 17, No. 3, pp. 99-123, 2014.
  21. N. S. Kim, "(The) relationship between job satisfaction of flight attendants and quality of service. academic thesis", pp. 53-56, Keimyung University Graduate School, 2002.
  22. J. H. Lee, N. H. Kim, & Y. H. Park, "Transactions: The Effects of Competency and Service Orientation on Imported Fashion Luxury Brands Salespersons on the Organizational Commitment and Service Delivery Level. Journal of the Korean Society of Clothing and Textiles", Vol. 34, No. 8, pp. 58-70, 2010.
  23. G. J. Ji, "The Effects of Retail Business Employee's Emotional Labor on the Job Performance and Customer Service Level. academic thesis", pp. 51-53, graduate school Sangji University, 2011.
  24. N. R. Won, J. Y. H, D. G. kim, & H. I. Kwon, "The Comparison of Emotional Labor and Emotional Exhaustion between Middle School Physical Education Teachers and School Sports Club Instructors. Journal of the Korean Association of Sport Pedagogy", Vol. 22, No. 2, pp. 127-145, 2015.
  25. B. R. Bae, "Structural equation modeling with Amos 17.0. Seoul: Cungram", 2007.
  26. G. S. Kim, "Structure equation model. Seoul: Hannarae", 2005.
  27. J. F. Hair, W. C. Black, B. J. Babin, R. E. Anderson, & R. L. "Tatham, Multivariate data analysis. Pearson Prentice Hall, NJ: Upper Saddle River", 2006.
  28. J. Y. Kim, I. H. Kang, & W. S. Cho, "Effects of Tour Conductors Emotional Labor on Emotional Dissonance and Burnout. Korea Tourism Review", Vol. 28, No. 2, pp. 305-324, 2013.
  29. H. S. Sin, "Effect of Emotional Labor on Burnout and Job Satisfaction. The Korea Contents Society", Vol. 12, No. 7, pp. 415-424, 2012.
  30. M. J. Bok, "The Effects of Emotional Labor on Job Burnout, Organizational Citizenship Behavior and Work-Family Conflict Among Call Center Employees. Korean Living Science Association", Vol. 21, No. 2, pp. 257-267, 2012.
  31. Y. O. Park, & S. S. Ahn, "A Study on the Effect of Emotional Labor on Social Support, Service Providing Level, Organizational Commitment, and Job Satisfaction: Focusing on the Flight Attendants. International Journal of Tourism and Hospitality Research", Vol. 29, No. 6, pp. 167-186, 2015.
  32. J. W. Yoo, W. J. Kwak, & H. C. Shin, "The Antecedents and Consequences of Service Employee's Emotional Labor. Journal of Korea Human Resource management", Vol. 21, No. 2, pp. 49-64, 2014.
  33. M. S. Suh, & S. H. Kim, "The Effects on the Customer Orientation and the Service Quality Influenced by Salesperson's Emotional Dissonance and Emotional Exhaustion. Korea Marketing Review", Vol. 17, No. 4, pp. 45-75, 2002.
  34. H. J. Soung, "(A) study of the emotional labors and the burn outs of the staff members of family restaurants. academic thesis", pp. 71-75, Sejoung University Graduate Tourism, 2003.
  35. Jung-Im Kim, Bo-Ram Choi, "Convergence Study on Emotional Labor, Stress Response and Turnover Intention of Call-center Worker", Journal of the Korea Convergence Society, Vol. 6, No. 6, pp. 139-146, 2015. https://doi.org/10.15207/JKCS.2015.6.6.139
  36. Mi-sook Choi, Dong-ha Ji, "The comparative study on changes in job satisfaction and turnover intention according to the convergence mediating factors and the level of emotional labor in dental hygienists", Journal of the Korea Convergence Society, Vol. 6, No. 6, pp. 27-34, 2015. https://doi.org/10.15207/JKCS.2015.6.6.027