Journal of Tourism Sciences 2023 KCI Impact Factor : 2.7
-
pISSN : 1226-0533 / eISSN : 2713-6388
- https://journal.kci.go.kr/JTS
KJCKorea
Journal Central
A Meta-Analysis of the Effects of Emotional Labor on the Related Outcomes of Hospitality Employees: Focusing on Domestic Research
- Journal of Tourism Sciences
- Abbr : JTS
- 2016, 40(9), pp.51-68
- DOI : 10.17086/JTS.2016.40.9.51.68
- Publisher : The Tourism Sciences Society Of Korea
- Research Area : Social Science > Tourism
Wooseok Kwon 1, Kim， Ye-Jin 1, Lee Gyumin 1
1경희대학교
Accredited
ABSTRACT
Despite the accretion of social interest and academic research, the ramifications of emotional labor have not been consistently reported. This study examined the effects of emotional labor on its’ relational outcomes by performing a meta-analysis of precedent studies throughout the hospitality industry. 1,420 studies on emotional labor from 2008 to Mar. 2016 were reviewed and 121 studies corresponding to the aim of this study were finally selected. After being coded, 12 positive outcome factors and 6 negative outcome factors were categorized. Effects of surface action on positive outcome factors were not significant, implying that they had no effect, however effects deep action were positively significant. Surface action had a positive effect on the negative outcome factors, although the deep action disclosed no significant effect size on them. Nonetheless, deep action negatively impacted burnout among the negative factors, which indicated it had suppression effect. Subsequently, the subdivisions of those outcome factors are also analyzed to compare the effect sizes. Both synthetic interpretation of the results and implications for future research are discussed in the conclusion.
Statistics
-
449 Viewed
-
1 Downloaded
Tools
Issue List
Citation status
* References for papers published after 2023 are currently being built.
[journal]
김영진
/ 2011
/
Casual Relationship among Emotional Labor, Burnout and Customer Orientation
/ 관광학연구
/ 한국관광학회
35(5)
: 319~340
[journal]
김민주
/ 1998
/ 호텔종업원의 감정노동이 직무관련태도에 미치는 영향
/ 관광학연구
21(2)
: 129~141
[journal]
김태성
/ 2012
/
Effect of Emotional Labor on Emotional Exhaustion and Job Satisfaction : Mainly on KTX Train Attendants
/ 대한경영학회지
/ 대한경영학회
25(9)
: 3761~3780
[journal]
김효실
/ 2014
/
The Effect of Emotional Labor on Job Stress and Psychological Well-being
/ 관광학연구
/ 한국관광학회
38(8)
: 321~344
[journal]
나영선
/ 2011
/
Effect of Emotional Labor and Emotional Dissonance on Burnout and Turnover Intention of Hotel and Foodservice Culinary Employees; Focusing on the Culinary-related Service
/ 한국조리학회지
/ 한국조리학회
17(3)
: 104~116
[journal]
노정순
/ 2008
/
A Review of the Meta-Analysis in Library and Information Science
/ 한국문헌정보학회지
/ 한국문헌정보학회
42(1)
: 45~61
[journal]
박은아
/ 2014
/
Research Trends in Emotional Labor in the Hospitality Industry - Content Analysis of Korea Journal-
/ 관광연구
/ 대한관광경영학회
29(4)
: 291~307
[web]
브릿지경제
/ 2016
/ 가슴에 피멍드는 감정노동자... ‘기업의 변화’가 동반돼야
/ http://www.viva100.com/main/view.php?key=20160508010002001
[journal]
손정기
/ 2015
/
A study on the influence that emotional labor of hotel employee has on job satisfaction and turnover intention -Applying positive psychology through the facial feedback hypothesis -
/ 관광연구
/ 대한관광경영학회
30(4)
: 315~337
[journal]
오정학
/ 2011
/
A Structural Relationship among Job Demands, Job Resources, Burnout and Job Satisfaction of Casino Employees - Focused on the Job Demand-Resources Model and the Facial Feedback Hypothesis -
/ 관광연구
/ 대한관광경영학회
26(4)
: 375~397
[journal]
이혜미
/ 2015
/
A Study on the Effect of Positive Expression Request on Hotel Employees’ Emotional Labor, Emotional Dissonance and Turnover Intention : Focusing on Five Star Hotels of Seoul Region
/ 관광연구저널
/ 한국관광연구학회
29(2)
: 35~46
[journal]
채신석
/ 2012
/
The Effect of Emotional Labor on Emotional Dissonance and Behavioral Intentions in Hotel Employees
/ 관광학연구
/ 한국관광학회
36(7)
: 237~258
[report]
한상근
/ 2013
/ 감정노동의 직업별 실태
/ 한국직업능력개발원
[journal]
한진수
/ 2014
/
A Study on The Effect of Emotional Labor of Hotel Employees on Their Job Burnout, Job Satisfaction and Turnover Intention: Focusing on Five Star Hotels of Seoul Region
/ 관광레저연구
/ (사)한국관광레저학회
26(5)
: 79~97
[journal]
홍석도
/ 2014
/
The Effect of the Emotional Labor on Job Satisfaction andOrganizational Commitment for Food Service Encounter Employment
/ 관광학연구
/ 한국관광학회
38(8)
: 149~178
[journal]
Ashforth, B.
/ 1993
/ Emotional labor in service roles : The influence of identity
/ Academy of Management Review
18(1)
: 88~115
[book]
Borenstein, M.
/ 2009
/ Introduction to Meta-Analysis
/ John Wiley & Sons
[journal]
Brotheridge, C.
/ 2002
/ Emotional labor and burnout : Comparing two perspectives of"people work
/ Journal of Vocational Behavior
60(1)
: 17~39
[journal]
Brotheridge, C.
/ 2003
/ Development and validation of the emotional labour scale
/ Journal of Occupational and Organizational Psychology
76(3)
: 365~379
[journal]
Chu, K.
/ 2012
/ When we are onstage, we smile : The effects of emotional labor on employee work outcomes
/ International Journal of Hospitality Management
31(3)
: 906~915
[book]
Cooper, H.
/ 2016
/ Research synthesis and meta-analysis: A step-by-step approach
/ Sage Publications
[journal]
Duval, S.
/ 2000
/ A nonparametric"trim and fill"method of accounting for publication bias in meta-analysis
/ Journal of the American Statistical Association
95(449)
: 89~98
[journal]
Egger, M.
/ 1997
/ Bias in meta-analysis detected by a simple, graphical test
/ British Medical Journal
315(7109)
: 629~634
[journal]
Glass, G.
/ 1976
/ Primary, secondary and meta-analysis of research
/ Educational Researcher
5(10)
: 3~8
[book]
Goffman, E.
/ 1959
/ The presentation of self in everyday life
/ Harmondsworth
[journal]
Grandey, A.
/ 2003
/ When"the show must go on" : Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery
/ Academy of Management Journal
46(1)
: 86~96
[journal]
Grandey, A.
/ 2000
/ Emotional regulation in the workplace : A new way to conceptualize emotional labor
/ Journal of Occupational Health Psychology
5(1)
: 95~
[confproc]
Grandey, A.
/ 1998
/ Emotional labor: A concept and its correlates
/ First Conference on Emotions in Organizational Life
[journal]
Grandey, A.
/ 2015
/ Emotional labor at a crossroads: Where do we go from here?
/ Annual Review of Organizational Psychology and Organizational Behavior
2(1)
: 323~349
[journal]
Higgins, J.
/ 2003
/ Measuring inconsistency in meta-analyses
/ British Medical Journal
327(7414)
: 557~560
[book]
Hochschild, A.
/ 2003
/ The managed heart:Commercialization of human feeling
/ University of California Press
[book]
Hochschild, A.
/ 1983
/ The managed heart:Commercialization of human feeling
/ University of California Press
[journal]
Kruml, S.
/ 2000
/ Exploring the dimensions of emotional labor the heart of hochschild’s work
/ Management Communication Quarterly
14(1)
: 8~49
[journal]
Maslach, C.
/ 1981
/ The measurement of experienced burnout
/ Journal of Occupational Behavior
2(2)
: 99~113
[journal]
Morris, J.
/ 1997
/ Managing emotions in the workplace
/ Journal of Managerial Issues
9(3)
: 257~274
[journal]
Morris, J.
/ 1996
/ The dimensions, antecedents and consequences of emotional labor
/ Academy of Management Review
21(4)
: 986~1010
[journal]
Quintana, D.
/ 2015
/ From pre-registration to publication : A non-technical primer for conducting a meta-analysis to synthesize correlational data
/ Frontiers in Psychology
6
: 1549~
[journal]
Tolich, M.
/ 1993
/ Alienating and liberating emotions at work supermarket clerks’performance of customer service
/ Journal of Contemporary Ethnography
22(3)
: 361~381
[journal]
Van, D.
/ 2006
/ Emotional labour and negative job outcomes : An evaluation of the mediating role of emotional dissonance
/ Journal of Management & Organization
12(2)
: 101~115
[journal]
Wharton, A.
/ 2009
/ The sociology of emotional labor
/ Annual Review of Sociology
35
: 147~165
[journal]
Wharton, A.
/ 1993
/ The affective consequences of service work managing emotions on the job
/ Work and Occupations
20(2)
: 205~232