This study is about emotional labor of the employees at Incheon Airport.Emotional labor of the employees at Incheon Airport has been increased due to the explosive increase in number of passengers. This study focuses on prior variables on their emotional labor. Because human resources are very important to the service performance of airport industry. This study is a fundamental approach to human resources and seeks to find effective management plans for human resources.This study presents prior variables in two aspects. The first of which is public service motivation that presents in terms of an individual;;s intrinsic motivation in task performance and the second is the emotional display rules that presents in terms of the standard of the company to service employees. This study was intended to understand how these two variables affect emotional labor. For that purpose, a total of 4 main hypotheses and a total of 14 sub -hypotheses are suggested to verify the impact relationship between these variables As a result of the analysis, 10 hypotheses were adopted and the rest of them were rejected. The main results is that public service motivations were having a significant impact on emotional labor, and emotional display rules were also having a significant impact on emotional labor. In particular, subsidiary factors of public service motivations have a significant impact on inner behavior on emotional labor strategy and if employees clearly recognize the display rules on the emotional labor situation, it is able to know they would perform both inner and external behavior. In addition, service immersion in relationship with emotional display rules and emotional labor has a adjustment effect that intensifies worker;;s emotional labor strategy. These results can be used to make some policy proposals based on encouraging employees to increase their inner behavior in the emotional labor situation. From this perspective, it is proposed that when hiring workers, it is necessary to develop programs that can utilize or promote public service motivations and to elevate a manual for service tasks in detail. Overall, service employees have to be actively protected and managed the emotional labor by company’s system. For example, so far, service policies of the company have focused on that service employees have to satisfy and impress passengers unconditionally in any negative situation instead of protecting employees. But now it is important to establish an organizational policy to protect both passengers and employees who suffer from emotional labor at the same time, In this regard, it is a good way to revise the service regulations or manuals so that employees are allowed to respond strongly when passengers make rude and excessive demand. At the same time, these facts must be informed to passengers. This study has a limitation which do not analyze empirically on how emotional labor affects the employes performance, However, in future if a study about emotional labor of the airport service employees is conductedto examine changes in the perception of service employees after the transition of regular workers, it would be meaningful study that such limitations can be improved and applied.
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