어윤선, "커피전문점 직원의 감정노동이 커뮤니케이션 및 직무만족에 미치는 영향 - 스타벅스 직원을 대상으로 -" (한국외식산업학회, 2016.)
2020.11.17
133
커피
Effects of Emotional Labor of Coffee Shop Employees on Communication and Job Satisfaction - Focused on the Starbucks Coffee Korea -
진명화 어윤선
This study attempts to investigate the effects of emotional labor on communication and job satisfaction. The results of the analyses are as follows. First, among emotional labor-related factors, surface acting and deep acting were found to have a significantly positive effect on communication. Second, surface acting was found to have a significantly positive effect on job satisfaction; the effect of deep acting on job satisfaction was not significant. Third, communication was found to have a significantly positive effect on job satisfaction. Based on these results, possible implications are discussed and future research directions are suggested. On-site surveys were conducted with employees of Starbucks Coffee Korea Co., Ltd., and reliability analysis, exploratory factor analysis, and simple and multiple regression analyses were carried out using the SPSS statistical analysis software.
