ABSTRACT

Along with economic development, the service industry is growing as days go by. Therefore, companies should maximize customer satisfaction through continuous changes by providing services which are suitable for customer needs. The general service industry has a decisive effect on the rate of growth and profitability of a superior business. Therefore, many companies try to provide the best customer service to increase profitability. Because service to a customer is delivered through interactions with the employee, the employee's attitude has a strong influence on the customer's satisfaction level. For these, most service industries are required to provide new types of labor. It is often referred to ‘Emotional Labor’, and that is different from physical and mental labor. Service providers always provide a service for the customers with a smile, even though they conceal their emotions. The Purpose of this study is to identify theologically the fact of that Sales Workers at Department Stores emotional labor, according to the economization of service, has become to decide the predominance of competition among companies and represents the quality of service ; to confirm that their emotion management is a crucial part of the work; to identify the correlation among job stress and job satisfaction which are experienced in the process of performing display rules required by organization. To practice them, this study deals with the theological consideration of the emotional labor, job stress and job satisfaction. This study proceeded to evaluate how the emotional labor of sales workers at department stores effected on their job stress and satisfaction. The result of this study will be summarized below. First of all, the frequency of emotional display and attentiveness required to display emotions both have a similar effect on the level of job stress. In the case of the emotional dissonance, there isn't a great amount of proof that it effects the job stress. That shows us that the aspect of the latter, they express the feelings on their daily lives less than the former by the public awareness and gaze. so, once they could accept the latter, the effect on the job stress would be vanished. Second, a study was performed to figure out the effect of emotional labor on job stress. As a result, none of them make negative effects on the job satisfaction but the attentiveness to required display rules even have positive effects on it. that means the emotional labor has an indirect effect on the job satisfaction through some intermediation stuff. Third, the role conflict of job stress factors has a negative effect on job satisfaction, Although role ambiguity has a negative effect on that as well, I couldn't find appropriate proof for that. As far as I figured out, job stress can only increase job dissatisfaction. In other hands, the sales workers would have tendencies to have more motivation to work hard rather than reveal their job stress and complain about work. Finally, emotional laborers always work close to job stress. This can maximize service for the customers, but it increases stress of the laborers providing services at the same time. Then, they can not provide high quality service. It is no doubt that we need to begin managing it systematically. In conclusion, the work satisfaction of the sales workers is connected to the service quality for the customers directly.

KEYWORD

Emotional Labor, Job Stress, Job Satisfaction, Department Stores

REFERENCES(26)open

  1. [confproc] 강문실 / 2008 / 정서노동자의직무스트레스결정요인,결과요인그리고조절요인에관한연구 / 한국인사관리학회 학술대회발표논문집 : 1 ~ 28

  2. [jounal] 강재호 / 2005 / 관광산업 종사자의 감정노동과 심리적 안녕 간의 관계 연구 / 관광경영연구 25 : 1 ~ 21

  3. [thesis] 강재호 / 2006 / 여행업종사자의감정노동과심리적웰빙간의관계:조절변수검증을중심으로

  4. [jounal] 김상표 / 2002 / 감정노동 - 인간감정의 상업화에 대한 평가와 대안의 모색 - / 연세경영연구 39 (2) : 205 ~ 234

  5. [jounal] 김영조 / 2008 / 서비스 직원의 감정노동 수행과 직무소진의 관계에 관한 연구 / 조직과 인사관리연구 32 (3) : 95 ~ 128

  6. [jounal] 박수용 / 2008 / 점포의 혼잡성, 쇼핑감정, 쇼핑가치에 관한 연구 / 유통과학연구 6 (2) : 61 ~ 80

  7. [jounal] 안주영 / 2007 / 감정노동이 직무만족과 조직시민행동에 미치는 영향: 감성지능과 지각된 조직지원 및 고용형태의 조절효과를 중심으로 / 관광학연구 33 (2) : 3 ~ 19

  8. [jounal] 조진원 / 1999 / 유통시장 개방에 따른 대전지역 백화점의 경쟁력 강화전략 / 유통과학연구 1 (1) : 63 ~ 86

  9. [book] 최장호 / 1994 / 유통시설 조성과 정비의 개선방안 / 산업연구원

  10. [jounal] 한주원 / 2005 / 개인성격과 감정노동 스트레스가 직무만족에 미치는 영향-조직특성의 조절효과- / 비서학논총 14 (1) : 145 ~ 168

  11. [book] Adelmann,P.K / 1989 / Emotional labor and Employee Well-Being / University of Michigan, Ann Arbor

  12. [book] Beatty, R. W / 1979 / Personnel Adminestration :An Experimental Skill-Building Approach / California Addison-Wesley Publishing Co

  13. [jounal] Brotheridge, C. M / 2002 / Emotinal labor and burnout : comparing two perspectives of people of work / journal of Vocational Behavio 60 : 17 ~ 39

  14. [jounal] Grandy,A / 2000 / Emotion Regulation in the Work Place : A New Way to Conceptualize Emotional Labor / Journal of Occupational Health Psychology 5 : 95 ~ 110

  15. [book] Greenhaus, J / 1986 / Job Stress: From Theory to Suggestion / Haworth Press

  16. [jounal] Hochschild,A.R / 1979 / Emotion work, Feeling rules and Social structure / American Journal of Sociology 85 (3) : 551 ~ 575

  17. [book] Hochschild,A.R / 1983 / The Managed Heart / University of California Press

  18. [book] Jayaratne, S / 1991 / Job Satisfaction and burnout in social work / Pergamon Press

  19. [jounal] Leider,R / 1999 / Emotional labor in service work / Annals of the American Academy of Political and Social Science 561 : 81 ~ 95

  20. [book] Locke, E. A / 1990 / A theory of goal setting and task performance / Prentice Hall

  21. [book] Locke,E.A / 1976 / The nature and causes of job satisfaction in Handbook of Industrial and Organizational Psychology : 1297 ~ 1349

  22. [jounal] Longest,B.B.Jr / 1976 / Job Satisgaction R. N in the Hospital Setting / Journal of Nursing Administration 46 : 17 ~ 32

  23. [jounal] Morris, J. A / 1996 / The Dimensions, Antecedents, and Consequences of Emotional Labor / The Annals of the American Academy of Political and Social Science 21 (4) : 986 ~ 1010

  24. [jounal] Rafael, A / 1988 / Understanding the Relationship between Displayed Emoyions and Organizational Sales: The Case of Convenience Store / Academy management Journal 31 : 461 ~ 487

  25. [book] Staw,B.M / 1984 / Organizational behavior: A review and reformulation of the field's outcome variables in Annual Review of Psychology / Annual Reviews Inc

  26. [book] Zeithaml, V / 2000 / Service Marketing / Mc-Graw_Hill