Purpose This research was to empirically analyze the relationship between a commercial sports center customer-perceived employees' emotion labor (deep acting, surface acting) and sports center emotion, service quality & relationship retention through structural equation model analysis. Methods For this purpose, this study set 270 members at the two commercial sports centers(facilities equipped with more than 3 events) located in Suwon as the research subjects. In an effort to verify the proposed structural model, this study used SPSSWIN Ver. 21.0 and AMOS 18.0. Results first, this study found that deep acting had a positive effect on positive emotion. Second, it was found that surface acting had a positive effect on negative emotion. Third, deep acting was found to have a positive effect on service quality. Fourth, surface acting was found to have a negative effect on service quality. Fifth, the results showed that positive emotion didn't have a positive effect on relationship retention. Sixth, negative emotion was found to have a negative effect on relationship retention. Seventh, service quality was found to have a positive effect on relationship retention. Conclusion This findings indicate that the management of emotional labor is critical from the aspects of personnel management in sport centers.
