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
The Structural Relationship Between Hotel Employees’ Person-Job Fit, Emotional Labor, Emotional Exhaustion, and Turnover Intention: Moderating Effect of Perceived Organization Support
- Journal of Tourism Sciences
- Abbr : JTS
- 2021, 45(1), pp.199-223
- DOI : 10.17086/JTS.2020.45.1.199.223
- Publisher : The Tourism Sciences Society Of Korea
- Research Area : Social Science > Tourism
- Received : October 11, 2020
- Accepted : December 24, 2020
- Published : January 1, 2021
Lee, Yong-Seok 1, Lee, Hyung-ryong 1
1세종대학교
Excellent Accredited
ABSTRACT
The purpose of this study is to identify the structural relationship between person-job fit, emotional labor, emotional exhaustion, turnover intention and moderating effect of perceived organizational support of work for hotel employees. Total 300 copies were distributed to employees who worked in five hotel and 285 samples were used for the empirical analysis. First, the person-job fit had a significant positive(+) effect on deep acting. Second, the surface acting had a significant negative(-) effect on the emotional exhaustion, and the deep acting had a significant positive effect(+) on the emotional exhaustion. Third, the surface acting had a significant negative(-) effect on the turnover intention, and the deep acting had a significant positive effect(+) on the turnover intention. Firth, the relationship between emotional labor and emotional exhaustion differed according to the level of perceived organizational support by hotel employees. Lastly, the relationship between deep acting and turnover intention differed according to the level of perceived organizational support by hotel employees. We suggest the need for ways to reduce the emotional exhaustion and turnover intention of hotel employees who are exposed to emotional labor. Our findings confirmed the importance of effective management through perceived organizational support as well as coping with the employees' negative behavior in a desirable manner.
Statistics
-
399 Viewed
-
1 Downloaded
Tools
Issue List
Citation status
* References for papers published after 2023 are currently being built.
[journal]
Adelmann, P. K.
/ 1989
/ Facial efference and the experience of emotion
/ Annual Review of Psychology
40(1)
: 249~280
[journal]
Ashforth, B. E.
/ 1993
/ Emotional labor in service roles : The influence of identity
/ Academy of Management Review
19(1)
: 88~115
[book]
Blau, P.
/ 1964
/ Exchange and power in social life
/ Wiley Ltd
[journal]
Bluedorn, A. C.
/ 1982
/ A unified model of turnover from organizations
/ Human Relations
35(2)
: 135~153
[journal]
Brotheridge, C. M.
/ 2002
/ Emotional labor and burnout: Comparing two perspectives of “people work.”
/ Journal of Vocational Behavior
60
: 17~39
[journal]
Brotheridge, C. M.
/ 2003
/ Development and validation of the emotional labour scale
/ Journal of Occupational and Organizational Psychology
76(3)
: 365~379
[journal]
Caldwell, D. F.
/ 1990
/ Measuring person-job fit with a profile-comparison process
/ Journal of Applied Psychology
75(6)
: 648~
[journal]
채신석
/ 2012
/
The Effect of Emotional Labor on Emotional Dissonance and Behavioral Intentions in Hotel Employees
/ 관광학연구
/ 한국관광학회
36(7)
: 237~258
[journal]
Chen, L. H.
/ 2008
/ Job satisfaction among information system personnel
/ Computers in Human Behavior
24(1)
: 105~118
[journal]
조원섭
/ 2014
/
The Effect of Organizational Culture of Super Deluxe Hotels on Turnover Intention
/ Tourism Research
/ 한국관광산업학회
39(3)
: 183~198
[journal]
최보인
/ 2011
/
The Effects of Person-Organization Fit and Person-Job Fit on Organizational Effectiveness
/ 조직과 인사관리연구
/ 한국인사관리학회
35(1)
: 199~232
[journal]
최창환
/ 2010
/
Structural Relationships Between Antecedents and Consequences of Hotel Employees' Perceptions of Disliked Customers in Emotional Labor
/ 호텔관광연구
/ 한국호텔관광학회
12(4)
: 176~192
[journal]
최동희
/ 2012
/
The Effect of Work-Family․Family-Work Conflict on the Emotional Exhaustion of Hotel Culinary Employees
/ Culinary Science & Hospitality Research
/ (사)한국조리학회
18(1)
: 213~227
[journal]
최해수
/ 2018
/
The Effect of Organizational Support on Organizational Citizenship Behavior and Job Engagement of Hotel Employees : The Moderated Mediation Effect of Collectivism
/ 관광연구
/ 대한관광경영학회
33(1)
: 1~20
[report]
Choi. Y. S.
/ 2020
/ The effects of hotel employees’person-environment fit on emotional labor: The mediating effect of customer orientation and moderating effect of perceived value of work
/ Sejong University
[journal]
Cordes, C. L.
/ 1993
/ A review and an integration of research on job burnout
/ Academy of Management Review
18(4)
: 621~656
[journal]
Diestel, S.
/ 2010
/ Interactive effects of emotional dissonance and self-control demands on burnout, anxiety, and absenteeism
/ Journal of Vocational Behavior
77
: 412~424
[book]
Edwards, J. R.
/ 1991
/ Person-job fit: A conceptual integration, literature review, and methodological critique
/ John Wiley & Sons
[journal]
Eisenberger, R.
/ 1986
/ Perceived organizational support
/ Journal of Applied Psychology
71(3)
: 500~507
[journal]
Endler, N. S.
/ 1976
/ Toward an interactional psychology of personality
/ Psychological Bulletin
83(5)
: 956~
[journal]
Fleischer, B. J.
/ 1985
/ Identification of strategies to reduce to among child care workers
/ Child Care Quarterly
14(2)
: 130~139
[journal]
Fornell, C.
/ 1981
/ Evaluating structural equation models with unobservable variables and measurement error
/ Journal of Marketing Research
18(1)
: 39~50
[journal]
Gouldner, H. P.
/ 1960
/ Dimensions of organizational commitment
/ Administrative Science Quarterly
4(4)
: 468~490
[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]
Han, S. J.
/ 2016
/ The relationship between customer incivility, restaurant frontline service employee burnout and turnover intention
/ International Journal of Hospitality Management
52
: 97~106
[book]
Hochschild, A.
/ 1983
/ The managed heart : Commercialization of human feeling
/ University of California Press
[thesis]
Iverson, R. D.
/ 1992
/ Employee intent to stay:An empirical test of a revision of the price and mueller model
/ doctoral
/ University of Iowa
[journal]
Jackson, S. E.
/ 1986
/ Toward an understanding of the burnout phenomenon
/ Journal of Applied Psychology
71(4)
: 630~
[report]
Jang, J. K.
/ 2011
/ A study on the dynamism of emotional labor
/ Korea University
[journal]
장선윤
/ 2019
/
The Effect of Person-Job Fit on Job Satisfaction for the Employees of the Service Sector: Focused on the Mediating Effects of Perceived Organizational Support
/ 한국산학기술학회논문지
/ 한국산학기술학회
20(9)
: 111~120
[journal]
전순영
/ 2015
/
A Study on the Influence of Emotional Labor on Job Satisfaction: Focusing on the Moderating Effect of Perceived Organizational Support
/ 대한경영학회지
/ 대한경영학회
28(12)
: 3235~3255
[journal]
정주현
/ 2015
/
The Study of Structural Relationship among Hotel Employees' Customer Verbal Aggression, Emotional labour, Emotional Exhaustion, and Counterproductive Work Behaviour.
/ 관광경영연구
/ 관광경영학회
19(3)
: 85~106
[journal]
강다헌
/ 2012
/
A Study on the Effects of the Person-Environment Fit of Hotel Employees’ on Job Satisfaction and Customer Orientation
/ 관광연구저널
/ 한국관광연구학회
26(3)
: 345~360
[journal]
강현수
/ 2019
/
The Relationship between Emotional Labor and Service-Oriented OCB: The Mediation Effect of Job Burnout and the Moderating Effect of Perceived Organizational Support
/ 서비스경영학회지
/ 한국서비스경영학회
20(5)
: 183~210
[report]
Kang, I. J.
/ 2015
/ The relationships among turnover intention, career related learning, career motivation, perceived organizational support, organizational commitment, career commitment and employability of office workers in large corporations
/ Seoul University
[journal]
강재호
/ 2008
/
A Study on the Difference of Emotional labor and its Consequence according to the Interaction Styles with Customer : Focused on the relationship between emotional labor and psychological well-being
/ 호텔경영학연구
/ 한국호텔외식관광경영학회
17(1)
: 157~174
[journal]
김보인
/ 2017
/
The Antecedent of Employee Turnover Intention - Employee Group Comparison Analysis -
/ 인적자원관리연구
/ 한국인적자원관리학회
24(5)
: 31~47
[journal]
Kim, H. J.
/ 2007
/ Hotel service providers'emotional labor: The antecedents and effects on burnout
/ International Journal of Hospitality Management
27(2)
: 151~161
[journal]
김형민
/ 2018
/
The effects of frontline hotel employees’ experience of abuse of dominant position of hotel guest on burnout in hotel department : Focused on rooms team and F&B team
/ 호텔경영학연구
/ 한국호텔외식관광경영학회
27(6)
: 75~92
[journal]
김효실
/ 2014
/
The Effect of Emotional Labor on Psychological Well-being of Hotel Employees
/ 외식경영연구
/ 한국외식경영학회
17(1)
: 93~112
[journal]
김장호
/ 2018
/
The Structural Relationship Among Support activities of Service Enterprise, Emotional Labor and Emotional Exhaustion
/ 관광연구
/ 대한관광경영학회
33(1)
: 81~99
[journal]
김주연
/ 2013
/
Effects of Tour Conductors Emotional Labor on Emotional Dissonance and Burnout
/ 관광연구
/ 대한관광경영학회
28(2)
: 305~324
[journal]
김기훈
/ 2010
/
Effect of Emotional Dissonance and Exhaustion on Customer Orientation for Hotel F&B Employees
/ 외식경영연구
/ 한국외식경영학회
13(1)
: 215~231
[journal]
김광지
/ 2011
/
The Influence of Emotion Labor on Job Burnout of The Hotel F&B Employees - Focused on Moderating Roles of Employment Status -
/ 외식경영연구
/ 한국외식경영학회
14(4)
: 27~44
[journal]
김미경
/ 2019
/
A Study on the Influence of Underemployment Perceived by Casinos Employees on Turnover Intention: Focused on the Moderating Effect of Career Adaptability
/ Tourism Research
/ 한국관광산업학회
44(1)
: 25~45
[report]
Kim, M. K.
/ 2019
/ The influence of emotional expression rules on emotional labor strategy of the hotel employee on the emotional exhaustion and job satisfaction
/ Kyung Hee University
[journal]
김민영
/ 2020
/
The Structural Relationship between Hotel Employee's Emotional Labor, Job Stress and Response Behaviors: An Application of Farrell`s EVLN Model
/ 관광학연구
/ 한국관광학회
44(5)
: 181~207
[journal]
김이수
/ 2017
/
The impact of five-star hotel employees’ emotional labor on job burnout and organizational commitment
/ 관광연구저널
/ 한국관광연구학회
31(3)
: 151~165
[journal]
Kristof, A. L.
/ 1996
/ Person organization fit:An integrative review of its conceptualizations, Measurement, and implications
/ Personnel Psychology
49(1)
: 1~49
[journal]
Kristof-Brown, A. L.
/ 2005
/ Consequences of individuals' fit at work: A meta-analysis of person-job. person-organization. person-group & person–supervisor fit
/ Personnel Psychology
58(2)
: 281~342
[report]
Lee, K. S.
/ 2020
/ Impact of perceived organizational support, workautonomy, and family support on work-lifebalance of restaurant business employees: Focusing on the parameter of emotional labor and the moderating effect of working hours
/ Kyonggi University
[report]
Lee, M. J.
/ 2016
/ Testing the stressor-strainoutcome model of flight attendants' job stressors in predicting some consequences
/ Kyunghee University
[report]
Lee, Y. J.
/ 2019
/ The effect of communication type factors of the hotel supervisor on the turnover intention: Focused on the moderating effect of self-efficacy and organizational support perception
/ Sejong University
[journal]
이유라
/ 2010
/
An Effect of the Emotional Labor on the Burnout and the Job Satisfaction of the Hotel Employees
/ 관광연구
/ 대한관광경영학회
25(1)
: 185~203
[report]
Lim, J. H.
/ 2019
/ The structural relationships among turnover intention, perceived organizational support, proactive behavior, and organizational socialization and moderating effects of work-life balance of college and university graduate early careers in small and medium-sized enterprises
/ Seoul University
[journal]
임숙영
/ 2019
/
A Study on the Relative Importance and the Priority of Elements Affecting Domestic Airline Pilot's Turnover Intention : Using Analytic Hierarchy Process(AHP) Method
/ 관광레저연구
/ (사)한국관광레저학회
31(7)
: 359~378
[book]
Maslach, C.
/ 1982
/ Burnout : The cost of caring
/ Prentice-Hall
[journal]
Maslach, C.
/ 1981
/ The measurement of experienced burnout
/ Journal of Occupational Behavior
2
: 99~113
[journal]
Maslach, C.
/ 2001
/ Job burnout
/ Annual Review of Psychology
52(1)
: 397~422
[journal]
Mobley, W. H.
/ 1982
/ Employee turnover : Causes, consequences, and control
/ Addison-Wesley Series on Managing Human Resources
36(3)
: 506~
[journal]
문명주
/ 2015
/
Do the Types of Emotional Labor and Leisure affect Job Satisfaction? : Exploratory trial for Typology of Airline Employee’s Emotional Labor and Leisure
/ 관광경영연구
/ 관광경영학회
19(3)
: 17~40
[journal]
Na, E. Y.
/ 2010
/ Trends of value changes in Korea : Based on 1979 1998 and 2010 surver data
/ The Korean Psychological Association
24(4)
: 63~92
[journal]
남궁주리
/ 2019
/
The effects of basic psychological needs on the emotional labor of hotel service encounter employees : Focusing on the moderating effect of intrinsic motivation
/ 관광연구저널
/ 한국관광연구학회
33(12)
: 109~125
[journal]
O’ Reilly, C. A.
/ 1991
/ Measuring person-job fit with a profile-comparison process
/ Journal of Applied Psychology
75(6)
: 648~
[journal]
오희균
/ 2016
/
Moderating Effect of Five - Star Hoteliers’ Person - Job Fit on the Relationship between Emotional Labor and Turnover Intention
/ 관광레저연구
/ (사)한국관광레저학회
28(3)
: 97~114
[journal]
오서경
/ 2018
/
A Study on the Relationship between Empathy, Emotional Exhaustion, Depersonalization, and Counterproductive Work Behavior of Employees in the Hotels
/ 외식경영연구
/ 한국외식경영학회
21(6)
: 25~46
[journal]
Pack, H. H.
/ 2015
/ A study on the effects of hotel employee`s work-family conflict between the emotional labor and job satisfaction
/ Journal of Tourism Management Research
19(2)
: 133~154
[journal]
박인실
/ 2016
/
The influence of emotional labor of travel agency workers on their emotional exhaustion and turnover intention
/ 관광연구저널
/ 한국관광연구학회
30(6)
: 241~253
[journal]
박원우
/ 2007
/
Cause and Remedies of Common Method Bias
/ 인사조직연구
/ 한국인사조직학회
15(1)
: 89~133
[journal]
Price, J. L.
/ 1986
/ A causal model of turnover for nurses
/ Academy of Management Journal
34
: 534~565
[journal]
Rafaeli, A.
/ 1989
/ The expression of emotion in organizational life
/ Research in Organizational Behavior
11(1)
: 1~42
[journal]
심철현
/ 2013
/
The Effects of Hotel Employees’ Emotional Labor on Turnover Intention - Focused on Moderating Effects of Coping Strategy -
/ 외식경영연구
/ 한국외식경영학회
16(6)
: 265~283
[book]
Woo, J. P.
/ 2016
/ 우종필 교수의 구조방정식모델개념과 이해
/ Hannarae Academy
[journal]
윤진영
/ 2012
/
The Influence of Multiple Leisure Satisfaction Factors on Job Stress, Organizational Commitment for hotel Employee
/ 호텔리조트연구
/ 한국호텔리조트학회
11(1)
: 17~32