- 권한신청
- E-ISSN2288-2766
- KCI
Effect of Five Star Hotel Restaurant Cook's Emotional labor on Job Satisfaction and Customer Orientation
Effect of Five Star Hotel Restaurant Cook’s Emotional labor on Job Satisfaction and Customer Orientation
Abstract
Purpose - The current study analyzes effects of hotel restaurant cook’s emotional labor on job satisfaction and customer orientation. Research Design, Data, and Methodology - In order to achieve the current study’s goal, sample was extracted targeting cooks working in 5-start hotels located in Seoul considering spatial and time limitation. Method of research was direct research method with survey. Survey was conducted from April 1st, 2018 to April 20, 2018 (approximately 20 days). Total of 300 surveys were distributed to cooks working in 5-start hotels located in Seoul, and among those 250 surveys were returned. Among returned 250 surveys, 246 surveys. Result - First, in order to test H1, effect of hotel restaurant cook’s emotional labor on job satisfaction (satisfaction on superior and coworker) was analyzed. Second, in order to test H2, effect on hotel restaurant cook’s emotional labor on job satisfaction (satisfaction on compensation and promotion) was analyzed. Third, satisfaction on superior and coworker had statistically significantly positive effect on customer orientation, while satisfaction on compensation and promotion did not have statistically significant effect. Conclusion - First, deep acting had statistically significantly positive effect on job satisfaction (satisfaction on superior and coworker), while surface acting did not have statistically significant effect. Second, both deep and surface acting had statistically significantly positive effect on job satisfaction (satisfaction on compensation and promotion). Third, satisfaction on superior and coworker had statistically significantly positive effect on customer orientation, while satisfaction on compensation and promotion did not have statistically significant effect.
- keywords
- Customer Orientation, Emotional labor, Job Satisfaction.
참고문헌
Adelamann, P. K. (1989). Emotional labor of employee well-being. University of Michigan.
Allen, J. A., Push, S. D., Grandey, A. A., & Groth, M. (2010). Following display rules in good or bad faith? customer orientation as a moderator of display rule-emotional labor relationship. Human Performance, 23(2), 101-115.
Ashforth, B. E. & R. H. Humphrey (1993). Emotional labor in service roles: the influence of identity. Academy of Management Review, 18(1), 88-115.
Baek, H. S., shin, C. S., & Lee, S. Y. (2016). The analysis of a causal relationship of traditional Korean restaurant’s well-being attribute selection on customers’ re-visitation and word-of-mouth. East Asian Journal of Business Economics, 4(2), 48-60.
Baik, S. H. (2003). Study on hairstylist’s emotional labor, exhaustion, and job satisfaction. Inge, Korea: Doctorial dissertation, University of Inje.
Brotheridge, C. M., & Grandey, A. A. (2002). Emotional labor and burnout: comparing two perspectives of people work. Journal of Vocational Behavior, 60(1), 17-39.
Brown, T. J., Mowen, J. C., Donavan, D. T., & Licata, J. W. (2002). The customer orientation of service workers:personality trait determinants and effects on self and supervisor performance ratings. Journal of Marketing Research, 39(2), 110-119.
Chang, H. J., & Lee, D. J. (2011). Study on food ingredient purchase system and management for hotel’s effective management of cost. Journal of Korea Hotel & Resort Association, 10(1), 79-93.
Cho, C. B., Kim, Y. K., & Chae, B. S. (2006). Effect of kitchen system – depending on hotel management – on worker’s job satisfaction. Journal of Foodservice Management, 9(2), 129-148.
Choi, H. S., Lim, H. C., & Jung, M. K. (2008). Study on predisposing factors of cell center worker’s emotional labor. Korean Corporation Management Review, 15(2), 53-68.
Day, G. S., & Wensley, R. (1988). Assessing advantage: a framework for diagnosing competitive superiority. Journal of Marketing, 52(2), 1-20.
Donavan, D. T., Brown, T. J., & Mowen, J. C. (2004). Internal benefits of service-worker customer orientation: job satisfaction, commitment, and organizational citizenship behaviors. Journal of Marketing, 68(1), 128-146.
Fisher, C. D. (2000). Mood and emotions while working: missing pieces of job satisfaction? Journal of Organizational Behavior, 2, 185-186.
Grandey, A. (2000). Emotional regulation in the workplace: a new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5(1), 95-110.
Hochschild, A. (1983). The managed heart: the commercialization of human feeling. Berkeley: University of California Press.
Hoppock, R (1935). Job Satisfaction. NY: Harper & Row.
Hwang, G. S., Jung, H. J., Kim, H. R.,shin, C. S. (2017). The effects of business startup education of restaurant founder on transfer effect in learning and entrepreneurial intentions. East Asian Journal of Business Economics, 5(4), 20-38.
Hwang, G. S., Kim, H. S., & Park, D. S. (2017). The analysis on causal relationship between business startup education and entrepreneurial intention. Journal of Distribution Science, 15(3), 29-39.
Jun, S. Y. (2015). Study on effect of member’s emotional labor on job satisfaction and mediating effect of organizational support recognition. Korean Journal of Business Administration, 28(12), 3235-3255.
Jung, T. Y. (2014). Effect of flight attendant’s occupational stress on organization effectiveness, customer orientation, and intention to change job. Kyounggi, Korea: Doctorial dissertation, Kyonggi University.
Kim, B. K. (2006). Study on tourism hotel worker’s job satisfaction. Journal of Tourism, 30(2), 217-236.
Kim, K., & Han, K. M. (2012). Effect of police officer’s emotional labor on occupational stress and job satisfaction:based on J police station. Study of Korean Society and Administration, 22(4), 497-523.
Kim, L. (2004). Effect of customer service engagement on recognition of service quality. Seoul, Korea: Doctorial dissertation, Yonsei University.
Kim, S. H. (2010). Effect of intimacy among cabin crews on customer orientation. Seoul, Korea: Doctorial dissertation, Sejong University.
Kim, Y. J., & Choi, W. H. (2017). Effect of organizational culture recognized by hotel workers on job satisfaction and intention to change jobs: test of difference between forms of employments. Journal of Foodservice Management, 20(3), 237-257.
Kim, Y. J., & Jung, Y. J. (2019). Effect of job autonomy recognized by hotel foodservice worker on job crafting and job satisfaction. Journal of Foodservice Management, 22(3), 87-105.
Ko, J. W. (2013). Study on social worker’s emotional labor: focused on social worker in adult daycare center. Korea Academy of Care Management, 9(1), 65-94.
Kong, K. Y., Won, C. S., & Chang, B. J. (2007). Relation among hotel’s service orientation, job satisfaction, and organizational commitment. Study of Tourism, 24(5), 39-154.
Kwak, E. Y. (2003). Behavior Theory of New Organization. Chongmok Press.
Lee, C. E., & Lee, J. Y. (2010). Influential relationship among hotel worker’s big 5 personalities, job engagement, and customer orientation. The Journal of the Korea Contents Association, 10(7), 386-395.
Lee, M. K. (2012). Effect of cabin crew team’s organization atmosphere on customer orientation. Journal of the Aviation Management Society of Korea, 10(2), 119-138.
Lee, S. W., shin, C. S., Junh, H. J. (2017). Analysis of causal relationship between Chinese restaurant chefs’ work environment and burnout: focused on moderation role of enthusiasm. East Asian Journal of Business Economics, 5(4), 1-19.
Lee, Y. S. (2004). Effect of individual’s personality and job conformance on job engagement. Seoul, Korea: Thesis for Doctorate in Korea University.
Lee. D. W., Lee, H. S., & Lee, S. B. (2008). Effect of hotel kitchen’s cooperation environment and layout on satisfaction on kitchen work environment, recognition on organizational support, and job satisfaction. Journal on Hotel Management, 17(1), 89-105.
Loke, E. A. (1976). The nature and causes of job satisfaction. In M.D. Dunnette (Ed). Handbook of industrial and organization psychology, (pp.1297-1343), Chicago: Rand McNally.
Mccornick, E. S., & D. Ilgen. (1980). Industrial Psychology (7th ed.). New Jersey: Prentice-Hall.
Periatt, J. A., Chakrabarty, S., & Lemay, S. A. (2007). Using Personality Traits to Select Customer-oriented Logistic Personnel. Transportation Journal, 46(1), 22-37.
Rafaeli, A., & Sutton I. (1988). The expression of emotion as part of the work role. Academy of Management Review, 12(1), 23-37.
Seo, K. Y. (2019). Effect of tourism worker’s psychological capital on customer orientation: focusing on mediating effect of job satisfaction. Journal of Foodservice Management, 22(3), 241-265.
Smith, W. J., howard, J. T., & Harringtin, K. V. (2005). Essential formal mentor characteristics and functions in governmental and nongovernmental organizations from the program administrator’s and the mentor's perspective. Public Personnel Management, 34(1), 31-58.
Umunnakwe, C., & Kim, G. B. (2019). The impacts of service quality, satisfaction, trust on customer loyalty for mobile operators in Nigeria. East Asian Journal of Business Economics, 7(2), 31-41.
Wharton, A. S. (1993). The affective consequences of service work. Work and Occupations, 20(1), 205-232.
Woo, S. K., Seo, Y. H., & Cho, S. B. (2012). Effect of hotel worker’s job conflict on customer orientation. Journal of Hotel Management, 21(3), 37-49.
Yoo, S. S. (2016). Study of structural influencing relationship between cabin crew’s individual capability and customer orientation: focusing on mediating effect of organizational engagement. Journal of the Aviation Management Society of Korea, 14(6), 81-101.
Zapf, D. (2002). Emotional work and psychological well-being: A Review of the Literature and Some Conceptual considerations. Human Resource Management Review, 12(2), 237-268.
- 다운로드 수
- 조회수
- 0KCI 피인용수
- 0WOS 피인용수
