축제 관계자 리더의 감성리더십이 조직구성원의 감정노동과 고객지향성에 미치는 영향

• 영문명: Effect of Emotional Leadership of a Festival Officials’ Leader on the Organizational Members’ Emotional Labor and Customer Orientation
• 발행기관: 관광경영학회
• 저자명: 이기태 송덕종
• 간행물 정보: 『관광경영연구』제20권 제6호, 347~369쪽, 전체 23쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2016.11.30

영문 초록

Particularly to the field of services, the organizational members (employees) carry out their tasks at customer contact points by restraining their emotions. This leads to emotional exhaustion and impersonalizing of customers as well as reduction in personal satisfaction. The organizational member with low adaptability to emotional labor may experience more difficulty in controlling and restraining their emotions. Such adaptability due to emotional labor has a close relationship with the organizational members’ ability to form social relationship. Therefore, a leader’s Emotional Leadership is considered as a core factor for organizational members’ emotional labor and customer orientation. The subjects in this study were the organizational members (employees) that are directly at the contact point with customers in the festival industry, who work at the companies related to domestic festivals. The aim of this study is to empirically analyze the effect of the Emotional Leadership of a festival officials’ leader on the organizational members’ emotional labor (surface acting and deep acting) and customer orientation. A survey was conducted in approximately 40 companies related to festivals, and the collected valid samples (180 people) were used to perform statistical analysis. The result of the analysis is as follows. First, the Emotional Leadership of a festival officials’ leader did not have a statistically significant effect on the organizational members’ surface acting. However, it did have a statistically significant positive effect on the deep acting. Second, the Emotional Leadership of a festival officials’ leader was shown to have a statistically positive effect on the organizational members’ customer orientation. Third, the surface acting of the organizational members that are festival officials was shown to have a significantly positive effect on the customer orientation, and the deep acting was also analyzed to have a positive effect on the customer orientation.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구설계

Ⅳ. 실증분석

Ⅴ. 결론

참고문헌

키워드

Festival Officials Emotional Leadership Organizational Members Emotional Labor Customer Orientation