감정노동자의 직무소진에 영향을 미치는 직무스트레스의 매개효과 연구 (Effects of Emotional Labor on Burnout: Focused on Mediated Effect of Job Stress)

서지정보

· 발행기관 : 한국기업경영학회
· 수록지 정보 : 기업경영연구 / 20권 / 6호 / 173 ~ 190페이지
· 저자명 : 전순영

초록

본 연구는 여러 산업부문의 감정노동자들을 대상으로 그들의 감정노동이 직무소진에 어떠한 영향을 미치는지, 또 감정노동자들의 직무스트레스는 어떠한 매개효과가 있는지에 대한 연구를 진행하고자 하였다. 감정노동자들은 충청지역의 근로자로 대형마트 및 백화점의 판매직, 서비스직, 대민 공무원, 사무직, 콜센터 직원을 대상으로 하였다. 총 254부의 회수된 설문지의 데이터는 AMOS(Analysis of Moment Structure) 18.0과 PASW(Predictive Analytics Soft Ware) Statistics 18.0 패키지 프로그램을 이용하여 통계처리 하였다. 변수의 효과 행태를 분석하기 위하여 구조방정식 모형(structural equation models: SEM)을 활용하였다. 연구결과 감정노동자가 느끼는 감정노동정도는 직무소진에 정(+)의 영향을 미치고 있고, 직무스트레스 역시 직무소진에 정(+)의 영향을 미치고 있었다. 이들 노동자의 감정노동 정도는 직무스트레스에 정(+)의 영향을 미쳤으며, 이 직무스트레스의 감정노동과 직무소진사이의 매개효과 역시 1% 수준에서 유의한 것으로 가설은 채택되었다. 이것이 시사하는 바는 감정노동자에게 있어서 직무소진을 예방하는 방법은 감정노동 정도를 인지하는 것과 직무스트레스를 관리하는 것임을 보여준다. 본 연구는 여성감정노동인력을 대상으로 연구를 수행함으로써 기존의 스트레스 및 직무소진과 관련한 연구들과 비교하여 분석할 수 있는 기초자료를 제공할 수 있을 것으로 보인다.

영어초록

The purposes of this study is to examine the influence labor worker’s emotional labor on job burnout and to examine the mediating effect of emotional labor worker’s job stress on the relationship between emotional labor and job burnout. The research was designed to analyze how exogenous variables such as emotional labor affect endogenous variables that is job stress and job burnout.
In order to examine this topic, a literature review was conducted along with survey research with data collected as the samples. The model was set by structural equations models (SEM) using AMOS (Analysis of Moment Structure) 18 and PASW (Predictive Analytics Soft Ware) Statistics 18 package program using business data for the 254 emotional labor workers.
The results of the empirical analysis are as follows:First, Hypothesis 1 was to examine whether the emotional labor has a statistically significant positive relation to the job burnout. Second, Hypothesis 2 was accepted, meaning there was statistical significance between emotional labor and job stress. Third, Hypothesis 3 was statistically significant, meaning that job stress has a positive relation to job burnout. Fourth, Hypothesis 4 was to examine whether job stress have a meadiating effect between emotional labor and job burnout. As a summary of aforementioned results, a degree of emotional labor was analyzed to have a direct effect on the job burnout. Mediating effect of job stress was also positively related to job burnout that suggested an importance of indirect effects on the social support in the light of job burnout and emotional labor of consultants from customer center, service representative, public employees, and so on.
Emotion of humans has been regarded to be a factor that impedes efficiency of the work at the field in the perspective of business administration. More precisely, emotion has been recognized as what should be suppressed.
However, the influence of emotion of members on the organization started increasing, it is currently recommended to control the emotion of members through the organization. Most of emotional workers try very hard to express or control their emotion at work. So, verification of mediated effect, such as job stress, to reduce the negative effects caused by emotional labor is required.
The limitations of this study is as follows:First, this study only targeted Chung cheong province region’s emotional labors. So it cannot represent all emotional labors over the entire nation. Also because of the way of the sampling, it is hard to compare the emotional labor of all level or position. Further research is required to sampling data for compare the emotional labor of all level or position.
Second, surveyed data could be distorted by recent circumstances of target for investigation, because measurement of emotional labor was based on the self-report. Even though tools of the emotional labor measurement used in the analysis in the previous studies have proven the reliability and validity of the these tools, possibility of distortion by the responses cannot be ruled out because targets for investigation could response by their will in frequency of emotional display.

참고자료

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