This study tried to establish it theoretically through previous studies and conducted the empirical analysis based on research model and hypotheses in order to study the relationship between emotional labor and service level provided based on hotel internal marketing. A total of four hypotheses were set based on the theoretical background and we tried to examine whether there was any significant difference in internal marketing based on demographic hotel employees and to analyze the impact of internal marketing on emotional labor and service level. In addition, the impact of emotional labor on service level was investigated.
In order to verify this hypothesis, questionnaire was made based on previous studies and survey was conducted targeting employees working in four star hotels in Daejeon area. The survey period was from August 1st, 2011 to August 30th. Survey was conducted using convenience sampling and 250 copies were distributed to employees in self-response manner. Among returned samples, valid 237 copies were used for analysis. The results to validate the proposed hypothesis through research model showed the difference in internal marketing depending on the demographic employees at hotel and the internal marketing affected the emotional labor and service level. In addition, since it was shown that the emotional labor affected the service level, it should be resolved with a consideration of these factors.