Korean J Occup Health Nurs.  2018 Aug;27(3):152-159. 10.5807/kjohn.2018.27.3.152.

Effects of Emotional Labor and Social Support on Turnover Intention of Hotel Workers

• Ko M
• Jung HS
• Beak EM
• Jung MH

• KMID: 2435504
• DOI: http://doi.org/10.5807/kjohn.2018.27.3.152

Abstract

PURPOSE
This study identified the influence of hotel workers' emotional labor and social support on their intentions to change jobs.
METHODS
Study participants were 437 workers from seven hotels in Korea who consented to the survey. Among them, insufficient responses from 21 participants were excluded, as well as 107 responses from workers with workloads of under one hour of face to face work. Thus, 309 hotel workers were included in the final analysis. A multivariate regression analysis was used to identify factors influencing the hotel workers' intention to change jobs.
RESULTS
The intention to change jobs was high when external behavior was shown, and workers who received social support from a superior exhibited low intention of changing jobs.
CONCLUSION
The study results show that the most influential variables of turnover intention are external behavior and the support of a superior. It is therefore important to educate managers on personnel management methods for reducing external behaviors so that the rate of job changes by hotel workers can be reduced. It is also necessary to prepare and manage measures for strengthening the support system by workplace superiors.

Keyword

Hotel workers; Emotional labor; Social support; Turnover intention

MeSH Terms

Intention*
Korea
Personnel Management