감정노동, 직무소진, 이직의도에 관한 연구

• 영문명: A Study on the Emotional Labor, Job Burnout and Turnover Intention : Focused on the Outsourcing employees of Airline Company
• 발행기관: 관광경영학회
• 저자명: 박인주 김화진
• 간행물 정보: 『관광경영연구』제21권 제1호, 91~108쪽, 전체 18쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2017.01.31

영문 초록

Since the deregulation of the airline industry, carriers have searched for various methods to improve their competitiveness. In Korea, most of the airlines have used outsourcing as a method to control cost, improve efficiencies and profitability. The aim of this study is to analyze the relationship of emotional labor, job burnout and turnover intention focused on the outsourcing employees working in the 4 international airports and to propose policy implications to the human resource administration. To achieve the goal, the output of structural analysis is conducted to test the hypotheses. The survey data was collected from airline outsourcing company employees providing airport service in 4 international airports located in Incheon, Seoul, Kimhae and Jeju. In total 200 questionnaires were distributed and 171 valid data was collected for empirical data analysis. Accordingly, the implications of this study can be summarized as follows. Emotional labor was divided into surface acting and deep acting and the analysis result showed that both factors did have significant effects on job burnout and turnover intention. Job burnout also have statistically significant effects on turnover intention. This study presents that it is important to provide pleasant consulting room and get the regular program which helps control emotional problem for employees.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구설계

Ⅳ. 분석결과

Ⅴ. 결론

참고문헌

키워드

Outsourcing Emotional Labor Job Burnout Turnover Intention