This paper reviewed the relationship between emotional labor and service quality, and the moderating effect of superior and coworker support. Based on the responses from 520 hotel employees, the results of multiple regression analysis appeared as follow; 1) deep acting affected positively on all service quality factors(responsiveness, empathy, reliability). 2) surface acting didn’t affect significantly on all service quality factors(responsiveness, empathy, reliability). 3) coworker support affected positively on the relationship between deep acting and responsiveness. 4) superior support affected positively on the relationship between deep acting and responsiveness, and on the relationship between surface acting and responsiveness.

• 임세순(청운대학교 호텔경영컨벤션학과) | Se Soon Im
• 안관영(상지대학교 경영학과) | Kwan Young Ahn