[journal] 구경원 / 2008 / The Relationship Between Hotel Service Providers’ Emotional Labor and it’s Antecedents: Focused on the Hotel Food & Beverage and Room Employees / 외식경영연구 / 한국외식경영학회 11(2) : 57~76

[book] 구본형 / 2009 / The Boss: 쿨한행동 / 살림Biz

[journal] 김민수 / 2008 / The Effects of Attribution about Emotional Dissonanceand Positive Mood on the Emotional Regulation Behavior / 한국심리학회지: 산업 및 조직 / 한국산업및조직심리학회 21(1) : 1~26

[journal] 김민주 / 2008 / Causal Relationships between Emotional Labor and Emotions and Communication Skills in the Foodservice Industry / 한국조리학회지 / 한국조리학회 14(2) : 73~85

[journal] 김상희 / 2005 / A Study on Consumers' Emotion Expression and a Salesperson's Responses in Service Encounter : Verbal and Nonverval Communication / 소비자학연구 / 한국소비자학회 16(2) : 111~146

[journal] 김상희 / 2007 / Effect of the Verbal and Non-verbal Communication of Salespersons in Service Encounter on Customers' Emotion and Behavioral Intension- Focusing on the Emotional Contagion Phenomenon - / 소비자학연구 / 한국소비자학회 18(1) : 97~131

[journal] 김상희 / 2005 / A Study on the influencing and moderating Factors of Service Provider’s Emotional Dissonance in the Service Encounter / 마케팅연구 / 한국마케팅학회 20(1) : 111~145

[journal] 김성혁 / 2008 / The Effect of Immediate Supervisors' Bullying on Staffs' Job Performance, Job Satisfaction and Turnover Intention in Tourism Corporation / 관광학연구 / 한국관광학회 32(2) : 233~254

[confproc] 김수련 / 2006 / 객실 승무원의 업무수행에 정서노동이 미치는 영향 실증연구 / 한국항공경영학회 2006년 춘계학술발표대회 / 한국항공 대학교

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[journal] 김정욱 / 2006 / Effects of Nonverbal Communication of Service Providers on Customers' Perception of the Service Quality / 마케팅관리연구 / 한국마케팅관리학회 11(2) : 153~172

[journal] 김효근 / 2005 / The Relationship between Intra-organizational Communication and Job Satisfaction in the Hotel Industry(Focused on the Super Deluxe Hotels in Seoul) / 관광연구저널 / 한국관광연구학회 19(1) : 17~29

[journal] 민창기 / 2006 / The Concept of Intercultural Communication Competence and Its Construct / 관광학연구 / 한국관광학회 30(6) : 51~71

[journal] 박상완 / 2005 / 학교조직문화와 구성원간 의사 소통 / 지방교육경영 9(0) : 20~58

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[journal] 신강현 / 2006 / The role of Big Five personality and job environment variablesin prediction of emotional labor: Hotel employee case in US / 한국심리학회지: 산업 및 조직 / 한국산업및조직심리학회 19(1) : 105~124

[confproc] 서문식 / 2004 / 판매원의 감정 부조화와 주관적 안녕감 및 직무효과성간의 관계에 있어 감정지능의 조절역할에 관한 연구 / 한국소비문화학회 2004년 추계학술 발표대회 / 계명대학교

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[confproc] 안준수 / 2004 / 서비스 상호작용유형에 따른 감정노동차원에 관한 연구 / 한국관광산업학회 국제관광학술대회 : 609~625

[journal] 오종철 / 2009 / A Study on the Effects of Followership on Job Satisfaction and Service Quality in Hotel: Focused on Communication Environment / 관광연구 / 대한관광경영학회 24(1) : 141~164

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[journal] 이은수 / 2007 / The Impact of Perceived Age Discrimination on Job Satisfaction and Turnover Intention in the Hospitality Industry / 관광학연구 / 한국관광학회 31(5) : 119~136

[journal] 이선영 / 2007 / Effects of Supervisory Communication on Job Stress, Burnout and Turnover Intention: Focusing on American Social Workers / 언론과학연구 / 한국지역언론학회 7(2) : 373~401

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[web] About.com / How to Make Your Messages Memorable / http://humanresources.about.com/od/interpersonalcommunication/qt/memorable.htm

[web] 세계일보 / 세계일보 / / http://www.segye.com/Articles/News/Society/Article.asp?aid