지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
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연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 발행연도
- 2013.1
- 수록면
- 187 - 207 (21page)
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Since the seminal work of Hochschild(1983), the impact of emotional labor strategies on emotional dissonance has been the main issues of scholarly work on emotional labor. A number of important questions remain to be not answered. The purpose of this study is to explore the impact of emotional labor strategies on emotional dissonance between two groups having different service interaction styles.
Following the classification of Gutek(1995) service interaction styles, the survey was conducted in coffee shop employees, fast food outlet employees(service encounter style) and hair designers(service relationship style). Our result showed that the more deep(surface) acting, the less(more) emotional dissonance in the case of service relationship style group(with the visa verse in encounter style group)Our result recommends that the service industry needs to specify their display rules suitable for its service interaction style. in other words, for the employees of the service relationship style departments(hair shop), the deep acting is recommended.
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참고문헌 (31)
참고문헌 신청
Brotheridge, C. M. / 2002 / Emotional Labor and Burnout: Comparing Two Perspectives of People Work / Journal of Vocational Behavior 60 (1) : 17 ~ 39
Glomb, T. M. / 2004 / Emotional labor; A conceptualization and scale Development / Journal of Vocational Behavior 64 (1) : 1 ~ 23
Grandey, A. / 2000 / Emotion regulation in the workplace: A new way to conceptualize emotional labor / Journal of Occupational Psychology 5 (1) : 95 ~ 110
Gross, J. J. / 1998 / The emerging field of emotion regulation: An integrative review / Review of General Psychology 2 (1) : 271 ~ 299
Gutek, B. A. / 1995 / The Dynamic of Service: Reflection on the Changing Nature of Customer ? Provider Interactions / Jossey-Bass Publishers
Glomb, T. M. / 2004 / Emotional labor; A conceptualization and scale Development / Journal of Vocational Behavior 64 (1) : 1 ~ 23
Grandey, A. / 2000 / Emotion regulation in the workplace: A new way to conceptualize emotional labor / Journal of Occupational Psychology 5 (1) : 95 ~ 110
Gross, J. J. / 1998 / The emerging field of emotion regulation: An integrative review / Review of General Psychology 2 (1) : 271 ~ 299
Gutek, B. A. / 1995 / The Dynamic of Service: Reflection on the Changing Nature of Customer ? Provider Interactions / Jossey-Bass Publishers
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