감정노동, 직무스트레스, 직무소진, 이직의도 간의 구조적 관계: 패밀리 레스토랑 대면접촉 종업원을 중심으로

Abstract

This research was conducted to analyze a causal relationship of emotional labor, job stress, job burnout and turnover intention of family restaurant employees in service encounter environment. In this study, 350 respondents who work at family restaurant as a customer contact service provider were selected using purposive sampling method and finally 247 data were practically sampled for empirical analyses. Using the data analysis SPSS for Windows 18.0 and AMOS 18.0 statistical package, the results shows that surface acting which are the sub-variable of emotional labor had a significant effect on job stress. emotional exhaustion and depersonalization which are the sub-variable of job burnout affected from job stress. emotional exhaustion which are the sub-variable of job burnout had effect on turnover intention. Using these results, Family restaurant have chances to reduce skillful staff's turnover and the expenses of education and training for employees and prevent the loss of human resources. Therefore, this study is necessary to improve the efficiency of foodservice organization and suggest better ways of strategic human resource management.