Effect of Service Employees' Job Stresses on the Employees' Attitudes Through Emotional Labor Behavior

Abstract

Employee management is crucial in the service industry, and efficient human resource management is essential because the competence and competitiveness of employees directly impact service quality. This study analyzes the impact of emotional labor and job stress faced by workers in the service industry on their intention to leave and be hired, and proposes strategies for employee retention. As a result of a study conducted on 200 service industry workers, it was confirmed that job autonomy and job culture have a quantitative interaction with emotional labor factors and a positive correlation with the intention to leave. Additionally, this study suggests that Employment the intention to hire and the intention to turnover as separate concepts, rather than conflicting, requires a separate study.