Casual Relationship among Emotional Labor, Burnout and Customer Orientation (정서노동, 소진 그리고 고객지향성간의 관계분석)

Kim, Young-Jin (김영진); 이인재; 김정아

Casual Relationship among Emotional Labor, Burnout and Customer Orientation

Journal of Tourism Sciences
Abbr : JTS
2011, 35(5), pp.319-340
Publisher : The Tourism Sciences Society Of Korea
Research Area : Social Science > Tourism

Kim, Young-Jin ¹, 이인재 ², 김정아 ²

¹광주대학교
²경원대학교

Accredited

ABSTRACT

This study examined the causal relationship among emotional labor, burnout and customer orientation. Data were collected from 396 airline industry service employees by a purposeful sampling method from October to November in 2009. Results of a structural equation model analysis showed that there was a significant influence of emotional labor on burnout. Specifically, while the surface acting made a significant positive effect on burnout, deep acting made negative effect on it. Results also indicated that burnout made a statistically significant negative effect on customer orientation. Furthermore, among the three sub-dimensions of burnout, depersonalization and reduced personal accomplishment made significant negative impacts on customer orientation, while emotional exhaustion was not found to be significantly related to customer orientation. Finally, emotional labor had a significant negative effect on customer orientation. Results of this study support the alienation hypothesis and clarifies conflict results of previous studies on the relationship among emotional labor, burnout and customer orientation.

KEYWORDS

Emotional labor, Burnout, Customer orientation, Alienation hypothesis, Facial feedback hypothesis

Citation status

* References for papers published after 2023 are currently being built.

[thesis] 김수련 / 2007 / 항공사 객실승무원의 정서노동이 업무태도에 미치는 영향 / 박사 / 한국항공대학교

[journal] 손해경 / 2007 / 관광서비스기업의 종사원의 정서노동에 관한 연구:호텔 면세점의 정서표현규범을 중심으로 / 관광연구논총 19(1) : 15~40

[journal] 손해경 / 2009 / Personality characteristics and service interaction types affecting on emotional labor:The case of employees of hotel restaurant and family restaurant / 관광학연구 / 한국관광학회 33(2) : 245~265

[thesis] 안준수 / 2003 / 서비스 상호작용유형에 따른 감정노동차원에 관한 연구 / 박사 / 경기대학교

[journal] 윤시내 / 2007 / 콜센터의 직무환경,소진,고객지향성의 영향관계에 관한 연구 / 관광경영학연구 11(4) : 53~76

[journal] 윤혜미 / 1993 / 소진:그 다면적 이해와 대응방안 / 한국사회복지학 22 : 118~141

[journal] 이동명 / 2008 / Effect of Emotional Labor and Social Supporton Burnout of Airline Cabine Attendants / 관광학연구 / 한국관광학회 32(2) : 213~231

[journal] 이동명 / 2007 / Emotional Organizational Commitment, Surface Acting, and Personal Accomplishment among Flight Attendants / 한국항공운항학회지 / 한국항공운항학회 15(4) : 45~52

[journal] 이주일 / 1999 / 조직 생활에서 체험된 정서와 표현된 정서간 불일치의 효과: 경쟁가설의 검증 / 한국심리학회지 산업 및 조직 12(2) : 171~193

[confproc] 정경은 / 2008 / 정서노동이 직무소진 및 고객지향성에 미치는 영향에 관한 연구 / 한국유통학회 동계학술대회 : 173~182

[journal] 조상은 / 2010 / Impact of the Customer Orientation and Job Satisfaction as a Result of the Consultant's Emotional Exhaustion at the Call Center / 한국콘텐츠학회 논문지 / 한국콘텐츠학회 10(6) : 386~403

[journal] Ashforth, B. E / 1993 / Emotional labor in service roles: The influence of identity / The Academy of Management Review 18(1) : 88~115

[journal] Brotheridge, C. M / 2002 / Emotional labor and burnout: Comparing two perspectives of people work / Journal of Vocational Behavior 60 : 17~39

[journal] Bortheridge, C. M / 2003 / Development and validation of the emotional labor scale / Journal of Occupational and Organizational Psychology 76 : 365~379

[journal] Brown, T. J / 2002 / The customer orientation of service workers: Personality trait determinants and effects on self-and supervisor performance Ratings / Journal of Marketing Research 39(1) : 110~119

[journal] Castro, A. B / 2006 / Measuring emotional labor among young workers / Aaohn Journal 54(5) : 201~209

[journal] Diefendorff, J. M / 2005 / The Dimensionality and antecedents of emotional labor strategies / Journal of Vocational Behavior 66 : 339~357

[journal] Donavan, D. T / 2004 / International benefits of service-worker customer orientation: Job satisfaction, commitment & organizational citizenship behaviors / Journal of Marketing 68(1) : 128~146

[journal] Hochschild, A. R / 1979 / Emotion work, feeling rules, and social structure / American Journal of Sociology 85(3) : 551~575

[book] Hochschild, A. R / 1983 / The Managed Heart: Commercialization of Human Feeling / University of California Press

[book] Golembiewski, R. T / 1988 / Phases of burnout: Developments in concepts and applications / Praeger

[book] Golembiewski, R. T / 1986 / Stress in Organizations: Toward a Phase Model of Burnout / Praeger

[journal] Grönroos, C / 1980 / Designing a long-range marketing theory for services / Long Range Planning 13(2) : 36~42

[journal] Joreskog, K. G / 1982 / Recent developments in structural equation modeling / Journal of Marketing Research 19 : 404~416

[journal] Kelley, S. W / 1997 / An investigation of positive affect, prosocial behaviors and service quality / Journal of Retailing 73(3) : 407~427

[book] Kotler, P / 1996 / Marketing for Hospitality and Tourism / Prentice-Hool, Inc

[book] Leiter, M. P / 1993 / Burnout as developmental process: consideration of models. in Professional Burnout: Recent Developments in Theory and Research / Taylor & Francis

[book] Leiter, M. P / 1982 / Understanding burnout. in Job Stress and Burnout / Sage Publication, Ins

[book] Maslach, C / 1981 / The Maslach Burnout Inventory. Research edition / Consulting Psychologists Press

[journal] Maslach, C / 1981 / The measurement of experienced burnout / Journal of Occupational Behavior 2 : 99~113

[journal] Morris, J. A / 1996 / The dimensions, antecedents, and consequences of emotional labor / The Academy of Management Review 21(4) : 986~1010

[journal] Rafaeli, A / 1987 / Expression of emotion as part of the work role / The Academy of Management Review 12(1) : 23~37

[journal] Saxe, R / 1982 / The SOCO scale: A Measure of the customer orientation of salespeople / Journal of Marketing Research 19 : 343~351

[web] / www.merriam-webster.com / www.merriam-webster.com

KJCKorea
Journal Central

Journal of Tourism Sciences 2023 KCI Impact Factor : 2.7