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The Effects of Open Kitchen Employees' Emotional Labor on Job Satisfaction and Customer Orientation  

Kim, Bong-Gon (Dept. of Food Service Management, Dong-Eui University)
Cho, Yong-Bum (Dept. of Food Service Management, Dong-Eui University)
Publication Information
Culinary science and hospitality research / v.21, no.2, 2015 , pp. 27-40 More about this Journal
Abstract
This study conducted frequency analysis to explain demographic characteristics using SPSS 18.0 in order to examine the effects of emotional labor of open kitchen employees working for hotels or food service companies. In addition, factor analyses and reliability analyses were performed to test validity and reliability of measured items, and this study also conducted regression analyses in order to test proposed hypotheses in this study. Results are as follows: First, for the effects of the emotional labor of open kitchen employees on job satisfaction, it was found that deep acting has positive effects on job satisfaction, whereas surface acting has negative effects on it. Second, the result shows that job satisfaction has a positive (+) effect on customer orientation. Third, it was found that deep acting has positive effects on customer orientation, while surface acting does not have any significant effects on it. It is considered that supervisors and colleagues' support and assistance are required as a way of reducing emotional labor of employees who work in the open kitchen.
Keywords
open kitchen; emotional labor; deep acting; surface acting; job satisfaction; customer orientation;
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Times Cited By KSCI : 3  (Citation Analysis)
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