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http://dx.doi.org/10.7782/JKSR.2013.16.1.071

Effect of KTX Attendants' Emotional Labor on Emotional Exhaustion and Turnover Intention  

Kim, Tae-Seon (Department of Finance Account, KORAIL)
Hur, Chan-Young (Department of Business Administration, Hannam University)
HwangBo, Jak (Department of Railroad Management Information, Dongyang University)
Publication Information
Journal of the Korean Society for Railway / v.16, no.1, 2013 , pp. 71-77 More about this Journal
Abstract
This study analyzes how deep acting and surface acting, both classified as emotional labor, influence emotional exhaustion and turnover-intention for 263 KTX attendants. The followings are the summarized results of our analysis. First, the deep acting of KTX attendants does not affect emotional exhaustion, but surface acting was found to have a positive influence on emotional exhaustion. Second, the deep acting of KTX attendants had a positive impact on turnover-intention, but surface acting did not affect turnover-intention. Last, the emotional exhaustion of KTX attendants had a positive impact on turnover-intention. In conclusion, these results imply that it is important for employers to manage their employees' emotion in order to prevent turnover among KTX attendants.
Keywords
Emotional labor; Deep acting; Surface acting; Emotional exhaustion; Turnover intention;
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Times Cited By KSCI : 2  (Citation Analysis)
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