감정부조화와 감성지능이 서비스직 사원의 비과업행동에 미치는 영향 (The Effects of Emotional Dissonance and Emotional Intelligence of Service Employeeon their Non-task Behaviors)

서지정보

· 발행기관 : 한국경영학회
· 수록지 정보 : 경영학연구 / 39권 / 4호 / 963 ~ 994페이지
· 저자명 : 박상언, 우정훈

초록

최근 조직구성원의 직무성과 범주에 공식적인 과업행동 뿐만 아니라, 이들이 발휘하는 자발적이고 재량적인 성격의 비과업행동(non-task behavior)에 관한 연구관심이 새롭게 부각되고 있다. 이러한 취지에서, 본 연구는 업무수행과정에서감정노동을 주로 수행하는 서비스직 사원들을 대상으로 하여, 이들이 경험하는 감정부조화와 감성지능이 이타적 행동과반생산적 행동 등 비과업행동에 미치는 영향을 실증적으로 확인해 보고자 하였다. 또한 감성지능에 관한 그간의 선행연구에 기반하여, 본 연구에서는 감정부조화가 비과업행동에 미치는 영향관계에서 감성지능이 그 부정적인 영향을 완화시키는심리적 자원으로 역할하는 지에 관해서도 함께 살펴보았다. 이를 위하여, 금융기관과 유통업체, 그리고 콜센터에서 근무하는 264명의 서비스직 사원들을 대상으로 설문조사를 실시하였다.
연구결과, 서비스직 사원들이 느끼는 감정부조화는 대인관계일탈과 조직일탈 등 부정적인 차원의 비과업행동인 반생산적행동에 대해 예상했던 정(+)의 영향을 미친 반면, 긍정적인 차원의 비과업행동인 이타적 행동에 대해서는 유의적인 영향을 미치지 않았다. 이에 비해, 감성지능은 이들의 반생산적 행동에 대해서는 유의적인 영향을 미치지 않은 반면, 이타적행동에 대해서는 기대했던 정(+)의 영향을 미치고 있었다. 또한 두 가지 비과업행동 가운데, 감성지능은 이타적 행동에대해서만 예상했던 완충적 조절효과를 나타내고 있었다. 이러한 분석결과가 함의하는 경영관리적 시사점과 본 연구의 한계점에 대한 토론이 함께 제시되었다.

영어초록

One of the major thrusts in organization studies has been directed toward understanding and predicting the employee job performance, which consists of various task-related activities.
In recent years there has been increasing interest in exploring performance-related behaviors that go beyond the assigned tasks and responsibilities for which employees are typically held accountable. These behaviors are often referred to as non-task behaviors. Two independent streams of research have been developing. On the positive side, researchers have concerned voluntary behavior that goes beyond the core tasks, which is commonly called organizational citizenship behavior(OCB) or contextual performance. On the negative side, there is an independent stream of researches concerning voluntary, potentially destructive or detrimental acts that may even hurt colleagues or organizations, which are studied under the titles of counterproductive work behavior(CWB) or workplace deviance.
Recently, many researchers have concerned the main and mediating effect of emotion on these non-task behaviors. According to these researches, there are many events and situations in the work environment that induce and provoke emotional reactions of employee, either positive or negative. Both forms of emotions produce action tendencies and intentions to act.
In general, negative emotions tend to produce CWB and positive emotions tend to produce OCB. Many researches on emotional labor have provided evidence for service workers holding a heightened risk of experiencing negative emotions at work. Frequently service workers may find themselves in a state of emotional dissonance, characterized by behaviors that do not concur with their actual affective states. We can expect that emotional dissonance, as a kind of negative emotions that are usually experienced in the service work to meet clients’demands, can also influence negatively to the non-task behaviors of service employee. Thatis, it can reduce their altruistic or helpful behavior such as OCB and increase to the intention to act many deviant behaviors such as CWB.
In addition, many studies have documented a lot of cases in which emotional intelligence have been found to have a positive effect on the job related outcomes, such as job satisfaction and job performance. Emotional intelligence is usually conceptualized as a set of abilities that includes the abilities to perceive and regulate emotions in the self and others, and to understand and use emotions to facilitate job performance. Some other researchers assert that emotional intelligence, as a psychological resource, can also buffer and alleviate the negative effects of many stressful job contexts. In this respect, we can also expect that emotional intelligence will have a main and moderating effect in the relationships between emotional dissonance and non-task behaviors of service employee.
The purpose of this study is to test these theoretical expectations empirically. Specifically,this paper is aimed to examine the impacts of emotional dissonance and emotional intelligence of service employee on their non-task performance. In this study, two kinds of non-task behavior are considered. One is an altruistic behavior which has been known as the most important dimension of OCB, and the other is CWB which has been usually classified into two subcategories, interpersonal and organizational deviance. In addition, this paper tests a buffering hypothesis that emotional intelligence will moderate the negative impact of emotional dissonance on the non-task behaviors. Data were collected from 264 service employees of 15companies and a series of hierarchical regression analyses were used for the test of hypotheses.
Findings are as follows.
As expected in our main hypotheses, perceived emotional dissonance of service employee significantly increased their CWB, whereas it was not significantly related to their altruistic behavior. By contraries, emotional intelligence of service employee did not significantly decrease their CWB, but it explained a significant amount of variance in predicting their altruistic behavior. In addition, the buffering hypothesis of emotional intelligence was partially supported.
We found that emotional intelligence of service employee played an important role in attenuating the negative impact of emotional dissonance on their altruistic behavior. But we found no such moderating effect of emotional intelligence on their CWB. The implications of these findings for the management of organization and the limitations of this study are then discussed.

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