In order to examine the effect of customer complaint behavior on the emotional labor and job satisfaction of service employees at cultural institutions, an empirical study was conducted on service employees at the Asian Cultural Center. Customer complaints were analyzed by dividing them into direct and indirect complaints, emotional labor into three factors: surface acting, deep acting, and emotional dissonance, and job satisfaction into psychological satisfaction and compensatory satisfaction variables. First, as a result of analyzing the influence relationship between customer complaints and emotional labor, it was confirmed that indirect complaints affect surface behavior, and direct complaints and indirect complaints affect emotional dissonance. These results can be seen as employees' efforts to lower customer complaints through emotions demanded by the organization ostensibly to customers who expressed indirect complaints. In addition, as a result of analyzing the influence relationship between emotional labor and job satisfaction, it was found that surface and deep acting reduced psychological satisfaction, and emotional dissonance reduced compensatory satisfaction. Through this study it was suggested that managers of cultural institutions should provide an environment to motivate employees by providing emotional labor management and compensatory means in order to increase their job satisfaction in response to customer complaints.