상사의 비인격적 감독과 고객의 불량행동이 종사원들의 감정노동과 직무소진에 미치는 영향 (카지노종사자를 대상으로)

Abstract

The casino industry in Korea was licensed for the expansion of foreign exchange revenues on tourism income in the 1960s. Since then, 16 casinos exclusively for foreigners and 1 for Koreans have been operating at the moment. According to the Korea Casino Association, the domestic casino industry reported total sales of 2.9 trillion won in 2016 and the casino industry employs more than 9,000 people. Despite such developments, casino dealers' emotional labor is 95.8%, higher than Hochschild's emotional labor standard(40%)(Kim Jong-jin, 2013). Casino open 24 hours a day and chip is a concept like money, so casino employees experience followed by a customer's frequent changes of mood and pain of speaking ill. As a result of meritocracy system, high–roller is a direct correlation with casino sales. This is another example of emotional labor different from the emotional labor felt by customers' misbehavior. As such, casino employees have dual emotions due to characteristic of job, and double expressions affect job burnout, so they need to be managed efficiently. Therefore, casino employees want to determine the impact(difference) of influence on the exhaustion of tasks by using emotional labor as a medium by the effect of superior's impersonal supervising and customer's misbehavior in the course of the work. In the research, a literature review and survey were performed, and casino employees from casino in Korea–including Paradise casino and Pusan Branches of Grand Korea Leisure–were recruited. The survey was a total of 140 questionnaire papers were distributed and 130 of them were used for analysis. The collected data went through a data coding and data cleaning process and were analyzed with SPSS v. 22.0 statistical package program. The result of the empirical analysis is summarized as follows: First, it was confirmed that the effect of superior's impersonal supervising and customers' misbehavior had a positive(+) effect on emotional labor for casino employees. Second, it was confirmed that emotional labor had a positive(+) effect on job burnout for casino employees. Third, it was confirmed that the effect of superior's impersonal supervising had a positive(+) effect on job burnout for casino employees. But it was confirmed that the effect of customer's misbehavior had a not positive effect on job burnout for casino employees. Fourth, as a result of a mediated regression analysis of the emotional labor between the effect of superior's impersonal supervising, customer's misbehavior, and job burnout. Emotional labor served as a partial–mediated parameter between the effect of superior's impersonal supervising and job burnout. AS a result, it was revealed to casino employees that the effect of superior's impersonal supervising and customer's misbehavior have a positive(+) effect on emotional labor. And it was confirmed that emotional labor have a positive(+) effect on job burnout. But it was confirmed that the effect of customer's misbehavior had a not directly positive effect on job burnout. The point that is different from the existing preceding was that the study Comparative analysis was conducted the scope of study on emotional labor to internal and from external member. As a result, it was confirmed that the effect of superior's impersonal supervising had more influence on the exhaustion of duties by using emotional labor as a parameter than customers' misbehavior.

Key words : the effect of superior's impersonal supervising, customer's misbehavior, emotional labor, job burnout