감정노동이 직무스트레스와 고객지향성에 미치는 영향

• 영문명: Influence of Emotional Labor on Job Stress and Customer Orientation: C Service Franchise Firm
• 발행기관: 한국프랜차이즈경영학회
• 저자명: 김민주(Kim, Min-Ju) 이정운(Lee, Jung-Un)
• 간행물 정보: 『한국프랜차이즈경영연구』제6권 제2호, 51~66쪽, 전체 16쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2015.12.30

영문 초록

ABSTRACT As competition for better service between corporations is getting fierce, many efforts to improve service quality are being made endlessly. The quality of service is directly associated with customer satisfaction and the employee performance of emotional labor is a key factor to attain a high level of customer review and better corporation image. This study examines an influence of emotional labor on job stress and customer orientation in the context of a service franchise firm. The results are as follow. First, deep acting of emotional labor has a negative influence on job stress, and surface acting of emotional labor has a negative influence on customer orientation. Also, job stress has a negative influence on customer orientation. Second, deep acting of emotional labor does not have a positive influence on customer orientation. Third, surface acting of emotional labor does not have a positive influence on job stress. The findings of this study show that deep acting of service based on an employee emotion can produce the employee’s better service attitude by decreasing employees’ job stress, but standardized surface acting of service cannot. Therefore, franchisor needs to use employees’ deep acting to improve the franchisee service quality.

목차

Ⅰ. 서론

Ⅱ. 이론적 고찰

Ⅲ. 연구설계 및 조사방법

Ⅳ. 분석결과

Ⅴ. 결론

키워드

emotional labor job stress customer orientation franchise