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@article{ART001550145},
author={Kim Hyeon Cheol and 이정탁},
title={The structural relationship of emotional labor, job stress, organizational commitment, and turnover intention in service encounter},
journal={Journal of Tourism Sciences},
issn={1226-0533},
year={2011},
volume={35},
number={4},
pages={229-315}

TY - JOUR
AU - Kim Hyeon Cheol
AU - 이정탁
TI - The structural relationship of emotional labor, job stress, organizational commitment, and turnover intention in service encounter
JO - Journal of Tourism Sciences
PY - 2011
VL - 35
IS - 4
PB - The Tourism Sciences Society Of Korea
SP - 229
EP - 315
SN - 1226-0533
AB - This research was conducted to analyze the structural relationships among emotional labor, job stress, organizational commitment and turnover intention of family restaurant employees in the service encounter environment. Data were collected from 247 respondents who worked at 10 family restaurants in Seoul and Incheon area as a customer contact service provider. Results of a structural equation modeling analysis showed that surface acting which was a sub-dimension of the emotional labor had a significant positive effect on job stress, while deep acting had not a significant impact on the job stress. Results also indicated that job stress had a significant negative impact on organizational commitment and, in turn, organizational commitment was negatively associated with turnover intention. However, results showed that emotional labor had not a significant effect on turnover intention. Results of this study implies the importance of human resource management in the service industry
KW - Emotional labor;Job stress;Organization commitment;Turnover intention
DO -
UR -
ER -

Kim Hyeon Cheol and 이정탁. (2011). The structural relationship of emotional labor, job stress, organizational commitment, and turnover intention in service encounter. Journal of Tourism Sciences, 35(4), 229-315.

Kim Hyeon Cheol and 이정탁. 2011, "The structural relationship of emotional labor, job stress, organizational commitment, and turnover intention in service encounter", Journal of Tourism Sciences, vol.35, no.4 pp.229-315.

Kim Hyeon Cheol, 이정탁 "The structural relationship of emotional labor, job stress, organizational commitment, and turnover intention in service encounter" Journal of Tourism Sciences 35.4 pp.229-315 (2011) : 229.

Kim Hyeon Cheol, 이정탁. The structural relationship of emotional labor, job stress, organizational commitment, and turnover intention in service encounter. 2011; 35(4), 229-315.

Kim Hyeon Cheol and 이정탁. "The structural relationship of emotional labor, job stress, organizational commitment, and turnover intention in service encounter" Journal of Tourism Sciences 35, no.4 (2011) : 229-315.

Kim Hyeon Cheol; 이정탁. The structural relationship of emotional labor, job stress, organizational commitment, and turnover intention in service encounter. Journal of Tourism Sciences, 35(4), 229-315.

Kim Hyeon Cheol; 이정탁. The structural relationship of emotional labor, job stress, organizational commitment, and turnover intention in service encounter. Journal of Tourism Sciences. 2011; 35(4) 229-315.

Kim Hyeon Cheol, 이정탁. The structural relationship of emotional labor, job stress, organizational commitment, and turnover intention in service encounter. 2011; 35(4), 229-315.

Kim Hyeon Cheol and 이정탁. "The structural relationship of emotional labor, job stress, organizational commitment, and turnover intention in service encounter" Journal of Tourism Sciences 35, no.4 (2011) : 229-315.