References
- 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. https://doi.org/10.1080/08959281003621695
- Ashforth, B. E. & R. H. Humphrey (1993). Emotional labor in service roles: the influence of identity. Academy of Management Review, 18(1), 88-115. https://doi.org/10.2307/258824
- 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. https://doi.org/10.13106/eajbe.2016.vol4.no2.48.
- 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. https://doi.org/10.1006/jvbe.2001.1815
- 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. https://doi.org/10.1509/jmkr.39.1.110.18928
- 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. https://doi.org/10.2307/1251261
- 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. https://doi.org/10.1509/jmkg.68.1.128.24034
- Fisher, C. D. (2000). Mood and emotions while working: missing pieces of job satisfaction? Journal of Organizational Behavior, 2, 185-186. https://doi.org/10.1002/(SICI)1099-1379(200003)21:2<185::AID-JOB34>3.0.CO;2-M
- Grandey, A. (2000). Emotional regulation in the workplace: a new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5(1), 95-110. https://doi.org/10.1037/1076-8998.5.1.95
- 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. https://doi.org/10.20498/eajbe.2017.5.4.20
- 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. https://doi.org/10.5392/JKCA.2010.10.7.386
- 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. https://doi.org/10.20498/eajbe.2017.5.4.1
- 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. https://doi.org/10.5465/AMR.1987.4306444
- 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. https://doi.org/10.1177/009102600503400103
- 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. https://doi.org/10.20498/eajbe.2019.7.2.31
- Wharton, A. S. (1993). The affective consequences of service work. Work and Occupations, 20(1), 205-232. https://doi.org/10.1177/0730888493020002004
- 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. https://doi.org/10.1016/S1053-4822(02)00048-7
Cited by
- Study on Influence of Korea's Selection Attributes of HMR on Trust, Customer Satisfaction, and Repurchase Intention vol.9, pp.6, 2021, https://doi.org/10.20482/jemm.2021.9.6.39