Journal of the Korea Safety Management & Science (대한안전경영과학회지)

Korea Safety Management & Science (대한안전경영과학회)
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The relationship between emotional labor and service quality, and the moderating effect of social support in service industry

서비스업 종사자의 감정노동과 서비스품질의 관계 및 사회적지원의 조절효과

  • Im, Se Soon (Department of Hotel Management & Convention, Chungwoon University) ;
  • Ahn, Kwan Young (Department of Business Administration, Sangji University)
  • 임세순 (청운대학교 호텔경영컨벤션학과) ;
  • 안관영 (상지대학교 경영학과)
  • Received : 2015.10.14
  • Accepted : 2015.12.05
  • Published : 2015.12.31
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Abstract

This paper reviewed the relationship between emotional labor and service quality, and the moderating effect of superior and coworker support. Based on the responses from 520 hotel employees, the results of multiple regression analysis appeared as follow; 1) deep acting affected positively on all service quality factors(responsiveness, empathy, reliability). 2) surface acting didn't affect significantly on all service quality factors(responsiveness, empathy, reliability). 3) coworker support affected positively on the relationship between deep acting and responsiveness. 4) superior support affected positively on the relationship between deep acting and responsiveness, and on the relationship between surface acting and responsiveness.

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References

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