감정노동과 직무소진의 선형 및 비선형 관계 분석 (Linear and Non-linear Relationship between Emotional Labor and Job Stress of Service Employees)

서지정보

· 발행기관 : 한국경영학회
· 수록지 정보 : 경영학연구 / 45권 / 1호 / 151 ~ 176페이지
· 저자명 : 장희은, 양경욱, 채연주

초록

표면연기와 내면연기가 개인의 심리적 측면에 미치는 효과는 그동안 감정노동 연구에서 가장 활발하게 연구되어 왔다. 하지만 그에 대한 실증연구들은 여전히 혼재된 결과를 내놓고 있다. 본 연구는 이처럼 선행연구들이 혼재된 결과를 보여주고 있는 것이 감정노동을 바라보는 서로 다른 이론적 관점들과 관계되어 있다고 본다. 감정노동연구의 중심을 이루고 있는 세 가지 관점인 직업적 요건의 관점, 감정표현의 관점, 내적심리과정은 그동안 내면연기의 효과에 대해 서로 다른 예측을 해왔다. 본 연구는 이 세 가지 관점을 함께 고려하여, 두 가지 감정노동전략이 직무소진과 맺는 관계를 가설화하였다. 즉, 표면연기의 경우 감정소진 및 성취감과 각각 정의 관계와 부의 관계를 갖는 반면, 내면연기의 경우에는 각각 U자형과 역U자형의 비선형관계를 가질 것으로 예측하였다. 백화점과 면세점에서 근무하고 있는 판매원들을 대상으로 실시한설문 자료를 분석한 결과, 예상대로 내면연기가 직무소진과 비선형적인 관계를 갖는 것을 확인할 수 있었다. 표면연기의경우 감정소진과 정적 관계를 갖는 것으로 나타났으나, 성취감에는 영향을 미치지 않는 것으로 나타났다.　또한 본 연구는 직업동일시의 조절효과를 분석함으로써 직업에 대한 애착이 강할수록 내면연기의 효과와 더 강화되는지를 살펴보았다. 그 결과 내면연기가 성취감과 갖는 역U자형의 관계가 직업동일시가 높은 사람에게서 더욱 강화되는 것으로 나타났다. 본연구는 내면연기와 직무소진 간의 관계를 새롭게 설정함으로써 감정노동전략의 효과를 보다 체계적으로 이해하려는 시도라는 점에서 그 의의를 갖는다.

영어초록

Research in emotional labor has grown exponentially in the past three decades with the expansion of the service sector in the South Korean economy. Although many studies have been concerned with emotional labor strategies (surface acting and deep acting), the empirical results regarding the consequences on service employees' job stress are still inconclusive. We point out that these mixed results are due to differing perspectives on emotional labor that have been used as focal lens in various research. These perspectives have highlighted quite different aspects of emotional labor and have provided competing predictions on the psychological effects of surface acting and deep acting. In detail, occupational requirement perspectives and emotional display perspectives argue that both surface and deep acting are identical in that both are rule-abiding but forced behaviors in the workplace. From the intra-psychic perspective, however, deep acting is not detrimental to employees' job stress, because it reduces emotional dissonance unlike surface acting.
To reconcile the theoretical controversy and more accurately gauge the effects of two emotional labor strategies, this article hypothesizes the non-linear relations between deep acting and two outcome variables: emotional exhaustion and personal accomplishment. Surface acting is hypothesized to have linear relations with outcome variables given that all three perspectives agree on the effects and previous studies have shown relatively consistent results. In contrast, deep acting is expected to show U-shaped relations with emotional exhaustion and inverted U-shaped relations with personal accomplishment based on three lenses of emotional labor. In addition, for further clarification in investigating the effects of deep acting, we examine whether occupational identification moderates the non-linear relations between deep acting and outcome variables.
This study used a convenience sample of 211 service employees who work in retail stores in South Korea. We collected the data through weekly surveys over a four-week period. Emotional labor strategies, affective state, emotional exhaustion, personal accomplishment, and work conditions were repeatedly measured as a longitudinal survey design and occupational identification and other demographic variables were measured only once. Due to the characteristic of our data, we needed to utilize the Hierarchical Linear Model (HLM), which was well confirmed by ICC1 values of the outcome variables. The results showed that surface acting were significantly related to only emotional exhaustion, not personal accomplishment, supporting H1a, but rejecting H1b. And H2 predicting non-linear relations between deep acting and job stress was supported. Finally, occupational identification moderated only the inverted U-shaped relations between deep acting and personal accomplishment, supporting H3b.
This study contributes to the literature in emotional labor in several ways. First, we pursued a more comprehensive framework, combining three lenses of emotional labor research. Second, we suggested non-linear relations between deep acting and employees' well-being for the first time. Finally, we explored when the effects of deep acting would be strengthened by testing the moderating effect of occupational identification. Despite these contributions, however, this research contains some limitations. First of all, the results should be restrictively applied to other settings because we targeted only salespersons as our sample. Further, we did not test causality between emotional labor strategies and job stress. Even though controlling for the effects of individual differences by using HLM, we still could not effectively rule out all alternative explanations. Hopefully, these limitations will be addressed in future research.

참고자료

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