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
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The Effect of Franchise Food Service Employees’ Emotional Labor on Role Stress, Job Burnout and Turnover Intention
- Journal of Tourism Sciences
- Abbr : JTS
- 2018, 42(4), pp.89-109
- DOI : 10.17086/JTS.2018.42.4.89.109
- Publisher : The Tourism Sciences Society Of Korea
- Research Area : Social Science > Tourism
JO MI NA 1, JAEBIN CHA 2
1수원대학교
2경민대학교
Excellent Accredited
ABSTRACT
This study was to assess the effects of franchise food service employees' emotional labor on role stress, job burnout, and turnover intention. A total of 310 samples were collected from franchise food service employees in Seoul and Gyeonggi province from October to November, 2016. The results were as follows. First, among the sub-dimensions of emotional labor, surface acting and deep acting had a significant effect on role conflict, role ambiguity, and role overload among the sub-dimensions of role stress. Second, role stress had a significant effect on job burnout. Role conflict had a significant effect on emotional exhaustion. Role ambiguity had a significant effect on emotional exhaustion, depersonalization, and reduced personal accomplishment. Also, role overload had a significant effect on depersonalization and reduced personal accomplishment. Third, emotional exhaustion from job burnout had a significant effect on turnover intention. The suggestion of this study is that it is important to reduce the role conflict and role ambiguity of franchise food service employees because role conflict and role ambiguity affect emotional exhaustion, and emotional exhaustion affects turnover intention.
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38(1)
: 23~46
[journal]
Van Sell, M.
/ 1981
/ Role conflict and role ambiguity : Integration of the literature and directions for future research
/ Human Relations
34(1)
: 43~71