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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

Kim, Hyo-Sil 1

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.

Citation status

* References for papers published after 2022 are currently being built.