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KMID : 1011620170330010104
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Korean Journal of Food and Cookey Science
2017 Volume.33 No. 1 p.104 ~ p.112
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Contribution of Emotional Labor and Organizational Commitment to Turnover Intention and Customer Orientation of School Foodservice Dietitian in the Busan Area
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Lee Kyung-A
Lyu Eun-Soon
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Abstract
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Purpose: This study aimed to analyze the contribution of emotional labor (surface acting, deep acting) and organizational commitment (affective commitment, continuance commitment) to turnover intention and customer orientation of school foodservice dietitian.
Methods: Our survey was administered to 393 school foodservice dietitian in the Busan area on February 11, 2014.
Results: For verification of mean differences, the mean scores for surface acting, deep acting, affective commitment, and continuance commitment were found to be 2.53/5.00, 3.71, 2.88, and 3.57, respectively. The mean surface acting score was significantly different according to age (p<0.001), total length of career as a dietitian (p<0.01), school type (p<0.001), and employment status (p<0.05). The mean deep acting and turnover intention scores were significantly different according to age (p<0.001), total length of career as a dietitian (p<0.001), school type (p<0.001), employment status (p<0.001), and no. of meals served (p<0.001). The mean customer orientation score was significantly different according to age (p<0.05), employment status (p<0.01), and number of work hour (p<0.05). There was a positive correlation (p<0.01) between turnover intention and surface acting and continuance commitment, but a negative correlation (p<0.01) with deep acting and affective commitment. Also, there was a positive correlation (p<0.01) between customer orientation and deep acting, affective commitment, but a negative correlation (p<0.01) with surface acting. Affective commitment had a negative influence on turnover intention (β=-0.444, p<0.001), but surface acting had a positive influence on turnover intention (β=0.110, p<0.05).
Conclusion: These results suggest that management of affective commitment is essential for decreasing turnover intention. Therefore, emotional labor and organizational commitment of school foodservice dietitians should be managed from the school foodservice organizational viewpoint of The Ministry of Education.
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KEYWORD
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emotional labor, organizational commitment, turnover intention, customer orientation, school foodservice dietitian
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