종업원의 동기, 감정노동, 창의성및 서비스 성과 간 구조적 관계 고찰

Abstract

In order to examine the role of emotional labor in detail, this study investigated the following simultaneously, 1) the effects of two types of employee’s motivation (intrinsic motivation and extrinsic motivation) on two types of emotional labor (deep acting and surface acting), and 2) the impacts of two types of emotional labor on employee creativity, 3) the influence of employee creativity on service performance. To test the proposed model empirically, the survey was performed with employees who work for travel agencies over one year, and 234 samples were used for the data analysis. The analysis results from SEM(structural equation modeling) showed that 1) Intrinsic motivation influenced only deep acting, while extrinsic motivation negatively influenced deep acting and positively influenced surface acting, 2) only deep acting had a positive effect employee creativity significantly, 3) employee creativity was significantly positively correlated with service performance. Based on these findings, managerial implications were suggested for effective management of emotional labor to enhance employee creativity and service performance