Effect of KTX Attendants' Emotional Labor on Emotional Exhaustion and Turnover Intention

KTX승무서비스 종사자의 감정노동이 감정소진과 이직의도에 미치는 영향

  • Kim, Tae-Seon (Department of Finance Account, KORAIL) ;
  • Hur, Chan-Young (Department of Business Administration, Hannam University) ;
  • HwangBo, Jak (Department of Railroad Management Information, Dongyang University)
  • Received : 2012.12.24
  • Accepted : 2013.01.28
  • Published : 2013.02.28


This study analyzes how deep acting and surface acting, both classified as emotional labor, influence emotional exhaustion and turnover-intention for 263 KTX attendants. The followings are the summarized results of our analysis. First, the deep acting of KTX attendants does not affect emotional exhaustion, but surface acting was found to have a positive influence on emotional exhaustion. Second, the deep acting of KTX attendants had a positive impact on turnover-intention, but surface acting did not affect turnover-intention. Last, the emotional exhaustion of KTX attendants had a positive impact on turnover-intention. In conclusion, these results imply that it is important for employers to manage their employees' emotion in order to prevent turnover among KTX attendants.


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