earticle

영어

The purpose of this study is to investigate the effects of emotional dissonance of airline MOT employee on job burnout and customer orientation. To achieve this goal, a survey was conducted for approximately 7 weeks from April 3 to May 17, 2019. A total of 320 copies were distributed and 307 were collected, and 293 copies were used for the final analysis, excluding 14 copies that were not suitable for statistical analysis. The hypothesis test was conducted using statistical programs of SPSS 21.0 version. The analysis results are as follows. First, it was found that emotional dissonance had a significant positive(+) effect on burnout. Second, emotional dissonance was found to have a significant negative effect on customer orientation. Third, only emotional exhaustion during job burnout was found to have a significant negative(-) effect on customer orientation. The result of this study is expected to raise the importance of emotion management of airline MOT employee and to be used as basic data for finding management plans.