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http://dx.doi.org/10.5762/KAIS.2018.19.10.444

The Mediating Effects of Social Support on the Relation between Emotional Labor and Organizational Commitment of Franchise Food Service Industry Employees  

Choi, Tae-Sun (Department of liberal arts College, Seowon University)
Publication Information
Journal of the Korea Academia-Industrial cooperation Society / v.19, no.10, 2018 , pp. 444-455 More about this Journal
Abstract
This empirical study examined the relationships among emotional labor, social support, and organizational commitment of franchise food service industry employees, and analyzed the mediating effects of social support from the fellow and director on the relationship between emotional labor and organizational commitment. A total of 268 employees in the franchise food service industry, such as fast food, chicken, and coffee in Seoul, were analyzed by frequency analysis, reliability analysis, correlation analysis, confirmatory factor analysis, and structural equation model analysis using the SPSS Program. The results of verifying the research hypotheses could be summarized as follows. First, the surface emotional labor of franchise food service industry employees had negative effects on the organizational commitment. Deep emotional labor had significant positive effects on the organizational commitment, and fellow and director support had significant positive effects on the organizational commitment. Second, the social support from the fellow and director had partially mediating effects on the relationship between emotional labor and organizational commitment. This suggests that emotional labor and social support play essential roles in enhancing the organizational commitment of franchise food service industry employees.
Keywords
franchise food service industry employee; emotional labor; fellow support; director support; organizational commitment;
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