원문정보
The relationship between emotional labor and service quality, and the moderating effect of social support in service industry
초록
영어
This paper reviewed the relationship between emotional labor and service quality, and the moderating effect of superior and coworker support. Based on the responses from 520 hotel employees, the results of multiple regression analysis appeared as follow; 1) deep acting affected positively on all service quality factors(responsiveness, empathy, reliability). 2) surface acting didn’t affect significantly on all service quality factors(responsiveness, empathy, reliability). 3) coworker support affected positively on the relationship between deep acting and responsiveness. 4) superior support affected positively on the relationship between deep acting and responsiveness, and on the relationship between surface acting and responsiveness.
목차
2. 이론적 배경
2.1 서비스품질
2.2 감정노동과 서비스품질
2.3 사회적 지원의 개념 및 역할
3. 연구의 설계
3.1 자료수집 및 분석방법
3.2 변수의 측정
4. 조사결과의 분석
5. 결론 및 제언
6. References