호텔기업 종사원의 라포르가 감정노동, 직무만족에 미치는 영향

The purpose of this study was twofold. First, it was to find out the concept of rapport, emotional labor and job satisfaction through literature and advanced research and consider the structural relationship between variables theoretically. Second, in order to accomplish such a purpose of this study, a research hypothesis that the rapport formed by hotel employees through interaction with their customers has influence on emotional labor was made, which was analyzed by using statistical package SPSS 20.0 and AMOS 18.0 to verify the hypothesis. The result is as follows; It was found out that the pleasant relationship of rapport had negative(-) influence on surface acting and positive (+) influence on deep acting of emotional labor. Though personal connectedness had positive (+) influence on deep acting, it didn``t have any significant influence on surface acting. It was also found out that surface acting didn``t have any significant influence on job satisfaction. It was confirmed that deep acting had positive (+) influence on job satisfaction and respective beneficial causal relationships were established.