〈Articles〉Effect of Hotel Restaurant Cook’s Emotional labor on Job Satisfaction and Customer Orientation ―Focused on Cooks Working at ５-Star Hotel Restaurant in Seoul―

[Abstract] The current study analyzes effects of hotel restaurant cook’s emotional labor on job satisfaction and customer orientation. The following are the result of the analysis. First, in order to test H１, effect of hotel restaurant cook’s emotional labor on job satisfaction (satisfaction on superior and coworker) was analyzed. As a result, deep acting had statistically significantly positive effect on job satisfaction (satisfaction on superior and coworker), while surface acting did not have statistically significant effect. Second, in order to test H２, effect on hotel restaurant cook’s emotional labor on job satisfaction (satisfaction on compensation and promotion) was analyzed. As a result, both deep and surface acting had statistically significantly positive effect on job satisfaction (satisfaction on compensation and promotion). Third, in order to test H３, effect of hotel restaurant cook’s job satisfaction on customer orientation was analyzed. As a result, satisfaction on superior and coworker had statistically significantly positive effect on customer orientation, while satisfaction on compensation and promotion did not have statistically significant effect