초록 열기/닫기 버튼
This study analyzed the emotional labor of tourism industry employees as well as the employees' emotional labor differences within the tourist business. In order to carry out this study, the concept of emotional labor of tourism industry employees was summarized through literature review resulting in a preparation of theoretical basis. Based on this, empirical studies were conducted through questionnaires derived from literature studies. 211 questionnaires collected for the empirical study, being extracted through convenience sampling, were analyzed by frequency analysis, descriptive analysis, t-test, ANOVA, etc. Emotional labor of tourism industry employees was compared among flight attendants, hotel employees, travel agent employees, food service employees, convention center employees, and etc. As a result, the total average score of emotional labor was 4.36 ± 1 . 1 5 , average score of flight attendants was 5.38 ± 0 . 7 3 , average score of hotel employees was 4.48 ± 1 . 1 6 , average score of travel agent employees was 4.15 ± 1 . 3 0 , average score of food services employees was 4.14 ± 0 . 8 6 , average score of convention center employees was 3.68 ± 1 . 0 4 , and average score of others tourism industry employees was 4.28 ± 1 . 1
키워드열기/닫기 버튼
tourism industry, emotional labor, surface acting, deep acting
