Journal of Tourism Sciences 2023 KCI Impact Factor : 2.7
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pISSN : 1226-0533 / eISSN : 2713-6388
- https://journal.kci.go.kr/JTS
KJCKorea
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The Effect of Emotional Labor on Job Stress and Psychological Well-being
- Journal of Tourism Sciences
- Abbr : JTS
- 2014, 38(8), pp.321-344
- Publisher : The Tourism Sciences Society Of Korea
- Research Area : Social Science > Tourism
1백석대학교
Accredited
ABSTRACT
This study attempted to find out the effect of emotional labor on job stress and psychological well-being among hotel employees who greet customers with a bright look and perform their tasks. The data collected from a survey of 282 employees in resort hotels was analyzed. The factor analysis showed that there were two dimensions for emotional labor(emotional dissonance and emotional efforts), three dimensions for job stress(work-related, customer-related, and environment-related stress), and six dimensions for psychological well-being (alienation, reduced personal accomplishment, dependence, environmental mastery, self-acceptance, and purpose of life). Research findings revealed that emotional dissonance had a positive influence on customer-related stress, work-related stress, and environment-related stress. Emotional dissonance had a positive influence on alienation, reduced personal accomplishment, and dependence. Emotional efforts had a positive influence on purpose of life and environmental mastery and a negative influence on reduced personal accomplishment. Lastly, customer-related stress had a negative influence on environmental mastery and work-related stress had a positive influence on alienation, dependence, and reduced personal accomplishment.
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