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KMID : 1011620190350050518
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Korean Journal of Food and Cookey Science
2019 Volume.35 No. 5 p.518 ~ p.526
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Contribution of Emotional Labor to Service Attitude of Dietitians in Contracted Foodservice Management Company
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Lee Kyung-A
Lyu Eun-Soon
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Abstract
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Purpose: This study examined the contribution of emotional labor (surface acting and deep acting) to the service attitude (appearance, customer-serving attitude, and self-improvement) of dietitians engaged in contracted foodservice management companies.
Methods: The research was performed using questionnaires conducted from May to August 2018 on 178 dietitians of contracted foodservice management company including 5 major companies.
Results: The mean scores for surface acting, deep acting, total service attitude, appearance, customer-serving attitude, and self-improvement were 2.81/5.00, 3.70, 3.86, 4.08, 3.86, and 3.57, respectively. The mean surface acting score and service attitude differed significantly (p<0.05) according to age and marriage status. A negative correlation (p<0.01) was observed between the service attitude and surface acting, but a positive correlation (p<0.01) with deep acting was noted. Surface acting had a negative influence on the service attitude (β=-0.414, p<0.001), appearance (β=-0.322, p<0.001), customer-serving attitude (β=-0.367, p<0.001), and self-improvement (β=-0.401, p<0.001). Deep acting had a positive influence on the service attitude (β =0.271, p<0.001), appearance (β=0.229, p<0.001), customer-serving attitude (β=0.235, p<0.001), and self-improvement (β=0.255, p<0.001).
Conclusion: These results suggest that the management of surface acting is essential for improving the service attitude. Therefore, the contracted foodservice management companies should design efficient education and training programs and develop an internal marketing strategy to change the dietitians’ emotional labor.
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KEYWORD
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contracted foodservice management company, dietitian, emotional labor, service attitude
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