호텔 종사원의 감정노동이 감정고갈에 미치는 영향: 상사 및 동료지원의 조절효과를 중심으로

Abstract

The purpose of this study was to investigate the relationship between emotional labor and emotional exhaustion of hotel employees, and to investigate the moderating effects of supervisor support and coworker support. A self-administrated survey was conducted for employees of special class 1 hotels in Seoul for 2 months from May 1st to June 30th, 2017. The responses of 314 people were used in the analysis. Emotional dissonance of hotel employees has an effect of raising emotional exhaustion, and emotional effort has an effect of reducing it. Supervisor and coworker supports showed no moderating effect in the relationship between emotional dissonance and emotional exhaustion. However, the supports showed a statistically significant negative moderating effect in the relationship between emotional effort and emotional exhaustion. Hotel companies should continually pursue efforts to improve job satisfaction and mental health of employees by actively seeking for factors that can alleviate emotional exhaustion.