원문정보
The Effects of Emotional Labor on Counterproductive Work Behavior and Turnover Intention in Hotel Employees : A Moderating Role of Social Support
초록
영어
The purpose of this study was to identify how emotional labor(surface acting and deep acting) affected counterproductive work behavior(organizational moral disengagement and personnel moral disengagement) and turnover intention, and how social support(supervisor support and peer support) had moderator roles on the social support between emotional labor and counterproductive work behavior. To achieve these purposes, the data were collected from questionnaires distributed to employees of 5-star hotels of Seoul, Gyeongju, Busan , Daegu and Jeju using convenience sampling method. 250 questionnaires were distributed and a total of 241 questionnaires were used for the research. The research findings were as follows. The significant relationships between surface acting and personnel moral disengagement, deep acting and organizational moral disengagement are supported. Our study shows a non-significant relationship between surface acting and organizational moral disengagement, and deep acting and personnel moral disengagement. Hotel supervisor and peer support had moderating roles on the causal relationship between emotional labor and counterproductive work behavior of organizational moral disengagement and personnel moral disengagement.
목차
Ⅰ. 서론
Ⅱ. 이론적 배경
1. 감정노동(emotional labor)
2. 반생산적과업행동(counterproductive work behavior: CWB)
3. 이직의도(turnover intention)
4. 감정노동과 CWB와의 관계
5. CWB와 이직의도와의 관계
6. 사회적 지원의 조절효과
Ⅲ. 연구방법
1. 조사대상 선정 및 자료 수집
2. 주요 변수의 측정
Ⅳ. 분석결과
1. 표본의 특성
2. 확인적 요인분석
3. 측정모형의 타당도 평가
4. 가설의 검증
Ⅴ. 결론
참고문헌