감정노동과 사회적지지가 직무소진에 미치는 영향관계에 대한 다집단연구 : 카지노 기업체 그룹과 비그룹 종사원을 대상으로 (A Multigroup Study on the Effect Relationship of Emotional Labor and Social Support on Job Burnout :　Focusing on Group and Non-Group Employees of a Casino Company)

서지정보

· 발행기관 : 한국호텔외식관광경영학회
· 수록지 정보 : 호텔경영학연구 / 24권 / 1호 / 205 ~ 226페이지
· 저자명 : 육풍림, 오정학, 조태영

초록

본 연구는 카지노 종사자를 대상으로 그룹과 비그룹 종사자로 구분하여 각 집단 간에 감정노동과 사회적 지지가직무소진에 어떠한 영향을 미치는지 영향관계의 차이를 규명하여 카지노 산업의 발전에 기여할 수 있는 실무적 시사점을 제공하고자 수행되었다.
수집된 자료는 데이터코딩 과정을 거쳐 SPSS 20.0과 AMOS 20.0 프로그램을 이용하여 빈도분석, 신뢰도분석, 탐색적 요인분석, 상관분석, 확인적 요인분석과 다중집단동등분석을 실시하였다.
가설검증 결과 첫째, 모든 경로에서 변화량이 유의하게 나타나 그룹과 비그룹 간에 차이가 있는 것으로 나타났다.
둘째, 그룹의 경우 감정부조화, 감정적 노력은 정서고갈, 비인격화, 개인성취감 저하에 p<.01의 수준에서 통계적으로 유의하게 나타났고, 상사지지는 개인성취저하, 동료지지는 정서고갈을 제외한 정서고갈, 비인격화, 개인성취감 저하에 p<.01의 수준에서 통계적으로 유의하게 나타났다. 그러나 비그룹의 경우 감정부조화는 정서고갈과 비인격화, 감정적 노력은 정서고갈, 상사지지는 정서고갈과 개인성취저하, 동료지지는 비인격화와 개인성취저하에p<.01의 수준에서 통계적으로 유의하게 나타났다.

영어초록

The purpose of this study is to examine the difference in the relationship of emotional labor and social support with job burnout between two groups of casino employees categorized into group and non-group employees and to provide a practical conclusion that can contribute to the development of the casino industry.
Collected data were statistically analyzed using the package programs of SPSS 20.0 for Windows and AMOS 20.0, after the process of data coding. Frequency analysis, reliability and validity analysis, exploratory factor analysis, confirmatory factor analysis, correlation analysis and multi-group analysis were performed.
As a result of a statistical hypothesis test, it was found that there was a difference between the group employees and non-group employees as the  variation levels in all paths were found to be significant.
Second, in the case of group employees, it was found that emotional dissonance and emotional efforts had a statistical significance on emotional depletion, depersonalization and decline in personal sense of achievement at the level of p<.01 and it was found that support from superiors had a statistical significance on decline in personal sense of achievement at the level of p<.01 and support from colleagues had a statistical significance on emotional depletion, depersonalization and decline in personal sense of achievement, but not emotional depletion, at the level of p<.01. However, in the case of non-group employees, it was found that emotional dissonance had a statistical significance on emotional depletion and depersonalization, emotional efforts on emotional depletion, support from superiors on emotional depletion and decline in personal sense of achievement and support from colleagues on depersonalization and decline in personal sense of achievement at the level of p<.01.

참고자료

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