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The Effects of Emotional Labor on Job Satisfaction of Hotel Employees: Analyzing Moderating Effects of Emotional Intelligence
Stress 2018;26:166-172
Published online September 30, 2018
© 2018 Korean Society of Stress Medicine.

Kwang-Hi Park

College of Nursing, Gachon University, Incheon, Korea
Correspondence to: Kwang-Hi Park
College of Nursing, Gachon University, 191 Hambakmoero, Yeonsu-gu, Incheon 21936, Korea
Tel: +82-32-820-4204
Fax: +82-32-820-4201
E-mail: pparkkh@gachon.ac.kr
Received August 6, 2018; Revised August 23, 2018; Accepted August 24, 2018.
Articles published in stress are open-access, distributed under the terms of the Creative Commons Attribution License (http://creativecommons.org/licenses/by-nc/4.0), which permits unrestricted non-commercial use, distribution, and reproduction in any medium, provided the original work is properly cited.
Abstract
Background: The aims of this paper is to investigate the moderating effect of emotional intelligence on the relationship between emotional labor and job satisfaction of hotel employees and to find a way to increase job satisfaction of them.
Methods: This study is a cross-sectional empirical study conducted for hotel employees in Korea. A total of 314 completed responses were collected and analyzed. Hierarchical regression analysis was employed to test the hypotheses.
Results: Emotional dissonance decrease job satisfaction, but emotional effort improves it. “Ability to understand emotion” and “ability to understand others’ emotion” are moderating factors that increase job satisfaction joining with emotional effort.
Conclusions: In order for hotel employees to be satisfied with their jobs, it is necessary to develop and implement an emotional intelligence improvement education program that can improve job satisfaction by positively moderating emotional labor.
Keywords : Emotion, Work, Emotional intelligence, Job satisfaction


September 2018, 26 (3)

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