Culinary science and hospitality research (한국조리학회지)

Culinary Society of Korean Academy (한국조리학회)
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A Study on the Effects of Employees' Emotional Labor on Customer Orientation and Business Performance in Restaurants

레스토랑 종사원의 감정노동이 고객지향성 및 기업성과에 미치는 영향에 관한 연구

  • Ahn, Jung-Suk (Dept. of Culinary Arts, Woosong College) ;
  • Lee, Soo-Bum (Graduate School of Hospitality and Tourism Management, Kyung Hee University)
  • 안정석 (우송정보대학 외식조리학부) ;
  • 이수범 (경희대학교 호스피탈리티 경영학부)
  • Received : 2017.09.26
  • Accepted : 2017.12.08
  • Published : 2017.12.30
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Abstract

The recent increase in the percentage of services industries has dominated in the entire industry. Emotional feeling of service workers is consequently indispensable in service industries in order to facilitate the progression of the service delivery process. In most circumstances, the emotional labor of service in service industries has been increasingly recognized. Although many studies related to emotional labor have been conducted, a precedent study will be needed to find positive factors such as customer orientation and business performance of restaurant employees accompanying emotional labor. This study attempted to practical meaning to food service companies by inquiring into such as positive effects of employee's emotional labor on the customer orientation and business performance. For this purpose, this study established hypotheses and deduced results using literature research and empirical analyses, and found implications to the service companies. The results of this study showed that the higher the emotional labor of the restaurant employees gets, the lower customer-orientation becomes, and the higher the customer-orientation of restaurant employees gets, the higher the performance of the company becomes.

Keywords

References

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