카지노 종사원의 감정노동이 신체건강 및 정신건강에 미치는 영향

Abstract

The purpose of this study is to identify the factors that structural relationship between emotional labor and job stress, physical health and mental health in the casino employees, and identify the moderating effect of resilience. In the research, a literature review and survey were performed, and casino employees from casino in Korea –including Paradise casino and Branches of Grand Korea Leisure Seven luck Casino(Seoul Hilton, Coex, Pusan Lotte) - were recruited. The survey was a total of 405 questionnaire papers were distributed and 393 of them were used for analysis. The collected data went through a data coding and data cleaning process and were analyzed with SPSS 22.0 and AMOS 22.0 statistical package program. The result of the analysis is summarized as follows: First, it was confirmed that the surface acting of emotional labor of casino dealers had a positive (+) effect on physical health symptoms, and the deep acting had a negative (-) effect. Second, it was confirmed that the surface acting of emotional labor of casino dealers had a positive (+) effect on mental health symptoms, and the deep acting had a negative (-) effect. Third, it was confirmed that the surface acting of emotional labor of casino dealers had a positive (+) effect on job stress, and the deep acting had a negative (-) effect. Fourth, it was confirmed that the job stress of casino dealers had a positive (+) effect on physical health symptoms and mental health symptoms. Fifth, as a result of testing the hypothesis that job stress in this study mediate the relationship between emotional labor(surface and deep acting) and physical health, job stress appeared to have a partial mediating effect between emotional labor(surface and deep acting) and physical health. Sixth, it was confirmed that job stress had a partial mediating effect between emotional labor(surface and deep acting) and physical health. Finally, it was confirmed that resilience had the moderating effect between job stress and physical and mental health. The results of this study show that emotional labor and job stress are related to physical and mental health. Effective and systematic mediation measures should be developed and applied to relieve the emotional labor and job stress of casino workers.