earticle

영어

As the fact that in service industry, interaction between service-providers and customers affects quality of their service is observed, the importance of frontline employees' management of emotional expression has been recognized.
There have been studies on a psychological state experienced in the emotional labor process. However, the relationship between the factors resulting in such a psychological state and a consequent emotional dissonance has not been examined.
This study used CIT to classify the factors in emotional dissonance hotel frontline employees underwent. Empirical research was carried out using those classified criteria to find five main factors and seventeen sub-item in emotional dissonance of hotel employees.