원문정보
초록
영어
This study applied the participatory observation and the in-depth interview. Estheticians are engaged in their service job by accepting emotional dissonance.As a result, they are stressed out, and experience self-alienation. The basic framework of their emotional formation is that their behavior is expressed in the form of the norm of emotional expression, and they undergo psychological reactions, and on the other hand, they experience emotional deviation due to the factors that hinder their emotional expression. The emotional labor is defined as a behavior in which a female worker engaged in service labor who finally comes into contact with customers, performs emotional management and is also under control, in order to provide the service with exchange value. Based on this concept, the process of emotional labor was analyzed, and although it occupies an important part in labor, the psychological reactions of emotional labor and the psychological reactions of the customers are compared and analyzed.
목차
I. 서론
II. 이론적 배경
III. 연구방법
1. 연구대상
2. 연구 절차
3. 연구 도구 및 분석 방법
IV. 연구결과
1. 고객의 심리적 반응
2. 관리사의 심리적 반응
V. 결론
참고문헌