1 |
K.A. Lewig, M.F. Dollard (2003) Emotional dissonance, emotional exhaustion and job satisfaction in call center workers, European Journal of Work and Organizational Psychology, 12(4), pp. 366-392.
DOI
ScienceOn
|
2 |
B.E. Ashforth, R.H. Humphrey (1993) Emotional labor in services roles: The influence of identity, The Academy of Management Review, 18(1), pp. 88-115.
|
3 |
A.S. Wharton (1993) The affective consequences of service work, Work and Occupations, 20(2), pp. 205-232.
DOI
ScienceOn
|
4 |
A.R. Hochschild (1983) The managed heart: Commercialization of human feeling, Psychology Press, Berkeley.
|
5 |
E.A. Goodman, R.W. Boss (2002) The phase model of burnout and employee turnover, Journal of Healthl and Human Service Administration, 25(1), pp. 33-47.
|
6 |
J.A. Morris, D.C. Feldman (1996) The dimensions, antecedents, and consequences of emotional labor, The Academy of Management Review, 21(4), pp. 986-1010.
|
7 |
H.J. Freudenberger (1974) Staff burnout, Journal of Social Issues, 30(1), pp. 159-165.
|
8 |
C. Maslach (1982) Burnout: The cost of caring, Englewood Cliffs, Prentice-Hall, NJ.
|
9 |
M.J. Saxton, J.S. Philips, R.N. Blakeney (1991) Antecsdents and consequences of emotional exhaustion in the airline reservation, Service sector, Human Relations, 44(6), pp. 583-595.
DOI
|
10 |
H.J Koo, B.Y. Kim (2009) The study on internal customers' burnout by demographic characteristics in the casino industry, Journal of Tourism and Leisure Research, 21(3), pp. 291-313.
|
11 |
A.A. Grandey (2003) When the show must go on: Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery, Academy of Management Journal, 46(1), pp. 86-96.
DOI
ScienceOn
|
12 |
A.B. Bakker, E. Heuven (2006) Emotional dissonance, Burnout, and in-role performance among nurses and police officers, International Journal of Stress Management, 13(4), pp. 423- 440.
DOI
ScienceOn
|
13 |
S.R. Kim, G. Kim (2010) Relations among emotional labor, burnout and customer orientation of employee in food service industry, Korea Journal of Tourism and Hospitality Research, 24(1), pp. 119-136.
|
14 |
H.S. Shin (2012) Effect of emotional labor on burnout and job satisfaction, International Journal of Contents, 12(7), pp. 415- 424.
과학기술학회마을
DOI
ScienceOn
|
15 |
C. Chiu, C. Lin, Y.H. Tsai, C. Hsiao (1995) modeling turnover intentions and their antecedents using the locus of control as a moderator: A case of customer service employees, Human Resource Development Quartely, 16(4), pp. 481-499.
|
16 |
H.J. Lee (2012) Job stress among call center workers in travel agencies: Mediating the impact of work-family conflict and job burnout on turnover intention, Korean journal of Tourism Research, 27(1), pp. 231-250.
|
17 |
D.H. Ahn, J.C. Park (2009) The effect of emotional labor and emotional dissonance on burnout and turnover intention for the hotel's employee, International Journal of Contents, 9(9), pp. 335-345.
|
18 |
J.H. Shin (2011) A study of emotional labor and job stress effects on job satisfaction and turnover intention of hotel and food service employees, Journal of Tourism and Leisure Research, 23(1), pp. 85-103.
|
19 |
D.S. Chung (2009) An impact of emotional labor on the job satisfaction and turnover intention, Journal of the Korean Data Analysis Society, 11(6), pp. 3221-3234.
|
20 |
S.M. Hwang, J.H. Yoon (2012) Impacts of flight attendants' emotional labor on burnout and turnover intentions in the airline industry, Korea Academic Society of Hotel Administration, 21(2), pp. 277-294.
|
21 |
C.M. Brotheridge, A.A. Grandey (2002) Emotional labor and burnout: comparing two perspectives of 'People Work', Journal of Vocational Behavior, 60(1), pp. 17-39.
DOI
ScienceOn
|
22 |
S.Y. Yoon (2010) A study on the emotional labor, burnout and turnover intention of airline call center workers, The Journal of Korea Navigation Institute, 14(1), pp. 1-10.
|
23 |
J.H. Park (2009) The effect of job stress on burnout and job satisfaction and turnover intention for hotel employee, Journal of Hotel & Resort, 8(2), pp. 137-154.
|
24 |
Y.S. Park (2011) A study on the correlation between emotional labor, Job Stress, Job burnout, Organizational commitment, and turnover intention of airline flight attendant, PhD Thesis, Dong-A University.
|
25 |
C. Maslach, S.E. Jackson (1986) Maslach burnout inventory manual(2nd ed), Palo alto, Consulting psychologists press, CA.
|
26 |
J.T. Lee, H.C. Kim (2011) The structural relationship of emotional labor, Jod stress, Job burnout, and Turnover intention: A case of sustomer contact employees in family restaurant, Journal of Tourism and Leisure Research, 23(3), pp. 299-317.
|
27 |
Y.J. Kim, J.H. Han (2008) Two types of emotional labor and their impacts on job burnout of service workers, Journal of Organization and Management, 32(3), pp. 95-128.
|
28 |
D.M. Agung, F.G. Peter, A.R. David (2009) The turnover intentions of information systems auditors, International Journal of Accounting Information Systems, 10(3), pp. 117-136.
DOI
ScienceOn
|