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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.

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