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논문검색

감정노동이 직무소진과 이직의도에 미치는 영향 : 여행업 상담사를 대상으로

원문정보

Effects of Emotional Labor on Job Burnout and Turnover Intention : Focusing on Travel Industry Worker

황낙건, 안준석

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초록

영어

Today, the mental stress and fatigue of counselors due to emotional labor are negatively affecting job satisfaction because of the relatively higher working environment than workers in other industries and occupations. As a result, they suffer from various symptoms and aftereffects such as emotional dissonance and mental fatigue due to psychological damage, suicidal thoughts and increased psychological exhaustion due to depression. Accordingly, the government intends to analyze emotional labor and job exhaustion by factors, and identify the relationship between emotional labor and job exhaustion to reveal how the job exhaustion formed by emotional labor affects the intention of turnover. Through this, the purpose of the study is to analyze the emotional labor of travel counselors by factors, to provide basic data to relieve job stress, and to establish programs and systems for companies to cope with emotional labor and job exhaustion. The conclusions of this study are as follows: First, verification of the relationship between internal behavioral factors and job exhaustion of emotional labor has shown that internal behavior has a significant effect on both dehumanization and emotional exhaustion, which are job exhaustion factors. Second, verification of the relationship between surface behavior and job exhaustion in emotional labor has shown that surface behavior has a significant effect on dehumanization among job exhaustion factors, but not on emotional exhaustion. Third, the verification of the relationship between job exhaustion and turnover, formed by emotional labor, showed that both dehumanization and emotional exhaustion, which are factors of job exhaustion, have a significant effect on the intention of turnover.

목차

ABSTRACT
Ⅰ. 서론
Ⅱ. 이론적 배경
1. 감정노동
2. 직무소진
3. 이직 의도
Ⅲ. 연구설계
1. 연구모형
2. 연구가설
3. 변수의 조작적 정의 및 측정
4. 자료의 수집 및 분석
Ⅳ. 분석결과
1. 표본의 특성
2. 측정 개념의 신뢰성 및 타당성 검토
3. 가설 검증
Ⅴ. 결론
참고문헌

저자정보

  • 황낙건 Rakgun Hwang. 경기대학교 평생교육원 교수
  • 안준석 Junseok Ahn. 경기대학교 서비스경영전문대학원 박사

참고문헌

자료제공 : 네이버학술정보

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