초록 열기/닫기 버튼
Subjected to women working in the food and beverage businesses of five first-class hotels at Seoul, this study attempted to see what influence emotional labor, which occurs when facing customers during service activities, has on job satisfaction and customer orientation. Through prior researches, the study divided emotional labor into surface acting and deep acting, and used them as independent variables. Then, the study set job satisfaction and customer orientation as dependent variables to develop a study model. Though it might be partial, the study aimed to review the problems of the "boss-subordinate" relationship between service workers and customers which has become a current issue. Especially, the study aimed to help the efficient management of the gradually-increasing women service workers in hotels, as well as the rational operation of hotels based on such efficient management.
키워드열기/닫기 버튼
Emotional Labor, surface acting, deep acting, Job Satisfaction, Customer Orientation
