종업원의 감정노동이 종업원창의성과 성과에 미치는 영향

• 영문명: The Effect of Employees ’ Emotional Labor on Bank Employees ’ Creativity and Service Performance
• 발행기관: 한국창업학회
• 저자명: 박성규(Sung-Kyu Park)
• 간행물 정보: 『한국창업학회 Conferences』2015년 춘계학술대회 발표집, 265~281쪽, 전체 17쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2015.03.30

영문 초록

The aim of this research is to empirically investigate the interrelationship among emotional labor strategies(surface and deep acting), frontline employee creativity and service performance, and specifically examines the mediating effect of employee creativity in relationship between emotional labor strategies and service performance in the context of bank industry. The data were collected from frontline employees of banks in Ðaegu and Gyeongnam. A total of 484 questionnaires were used for the final analysis, and empirical analyses were performed using the AMOS. Consistent with hypotheses, the results of analyses show that surface acting has negative effect on employee creativity, while deep acting has positive effect on employee creativity, and employee creativity has positive effect on service performance. Furthermore, employee creativity has mediating effect in relationship between emotional labor strategies-service performance. Finally, the results have some theoretical and practical implications on employee creativity and emotion management in bank industry.

목차

1. 서론

2. 선행연구 검토 및 가설설정

3. 자료수집과 조작적 정의

4. 분석결과 및 가설검증

5. 결론

키워드

surface acting deep acting employee creativity service performance