Multi-group Study on Emotional Labor and Burnout of Hospitality Service Workers: Factorial and Structural Invariance Test across Multi-sample and Theoretical Elaboration (환대산업 서비스종사원의 감정노동, 소진에 관한 다 집단 연구 -측정모형과 구조경로의 동일성 검증 및 이론적 함의-)

Oh, Jeong-hak (오정학); Kim Chulwon (김철원)

Multi-group Study on Emotional Labor and Burnout of Hospitality Service Workers: Factorial and Structural Invariance Test across Multi-sample and Theoretical Elaboration

Journal of Tourism Sciences
Abbr : JTS
2012, 36(3), pp.35-58
Publisher : The Tourism Sciences Society Of Korea
Research Area : Social Science > Tourism

Oh, Jeong-hak ¹, Kim Chulwon ²

¹백석대학교
²경희대학교

Accredited

ABSTRACT

Albeit the pervasiveness of studies on emotional labor and burnout, a causal relationship between them remains unidentified. The purpose of this study is to reexamine these issues and suggest some clues for resolving it. For this, the study raised two presuppositions: First, it is necessary to consider psychological aspects of EL to objectively predict consequences of it; Second, a configurational validity of MBI-HSS should be verified as a standardized measurement instrument to establish theoretical foundation of causal structure between EL and burnout. An empirical analysis was designed by multi-sampling methods and data were analyzed by multi-group CFA and SEM to verify factorial and structural invariance across multi-sample(airline cabin attendants and casino employees). The results revealed two significant findings: First, consequences of emotional labor of hospitality service workers are not same across different samples and this uncasuality is salient in emotive efforts; Second, two dimensions without reduced personal accomplishment of MBI-HSS are more valid than three dimensions. Based on these results, theoretical implications were discussed through by suggesting an alternative theoretical model.

KEYWORDS

Emotional labor, Burnout, Airline cabin attendants, Casino employee, Multi-sample analysis

Citation status

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

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