감정노동과 직장-가정 갈등：직무소진의 두 영향요인에 대한 실증연구 (Emotional Labor and Work-Family Conflict as Two Antecedents to the Job Burnout)

서지정보

· 발행기관 : 한국인사조직학회
· 수록지 정보 : 인사조직연구 / 19권 / 1호 / 227 ~ 266페이지
· 저자명 : 박상언, 신다혜

초록

본연의 직무수행과정에서 감정노동을 병행해야 하는 서비스직종 조직구성원의 경우, 감정노동의 수행과 직장-가정 갈등(work-family conflict, WFC)의 경험으로 말미암아 가중된 스트레스와 직무소진을 경험할 가능성이 충분히 있다. 그럼에도 불구하고, 지금까지 감정노동과 WFC 문제를 함께 고찰해 본 연구는 의외로 많지 않다. 이런 취지에서, 본 연구는 종합병원의 임상간호사들을 대상으로, 이들이 지각하는 WFC와, 업무 중 감정노동을 수행할 때 경험하는 감정부조화, 그리고 이러한 요인들이 간호사의 직무소진에 미치는 영향관계를 실증해 보고자 하였다.
109명의 기혼 여성 간호사들을 대상으로 한 설문조사와 이들 중 일부에 대한 인터뷰 조사결과, 다음과 같은 사실을 확인하였다. 먼저, 간호사들이 경험하는 감정부조화와 WFC는 이들의 직무소진과 정(+)의 영향관계를 나타냄으로써, 직무소진을 심화시킬 수 있는 주요 선행 요인임이 확인되었다. 하지만 감정부조화보다는 WFC가 미치는 영향이 더 큰 것으로 나타났다. 또한 양 방향의 WFC 가운데, 가정에서 비롯되는 역할갈등인 가정>직장 갈등(family interfering work, FIW)보다도 직장에서의 업무 부담으로 인해 비롯되는 역할갈등인 직장>가정 갈등(work interfering family, WIF)의 영향이 훨씬 더 큰 것으로 확인되었다. 아울러 본 연구의 분석결과에 따르면, WIF는 업무수행 중 누적된 감정부조화의 경험과 상호작용하여 이들의 직무소진에 더욱 심각한 부정적 영향을 미칠 수 있음을 암시해 주고 있다. 이러한 분석결과가 함의하는 경영관리적 시사점과 본 연구의 한계점, 그리고 향후 연구방향에 대한 토론이 함께 제시되었다.

영어초록

Since the concept of emotional labor was first introduced by Hochschild(1983), there have been much debate about the impacts of emotional labor. According to previous researches on this field, it was argued that emotional labor can serve to facilitate task performance by providing the service worker with means to regulate the interactions with clients and make those interactions more predictable. A few scholars even confirmed that emotional labor can produce favorable results such as providing service employees with sense of increased self-efficacy. On the other hand, many researchers have shown concerns that emotional labor can become detrimental for the psychological well-being of service employees especially when emotional dissonance is experienced. Researchers have indicated that emotional dissonance, which has been defined as the conflict between genuinely felt emotions and emotions required to be displayed in organizations, can cause a range of negative work outcomes such as job stress, role alienation and emotional exhaustion. So, we can expect that emotional dissonance which was cumulated in enacting emotional labor may ultimately lead to the job burnout of service employee.
In parallel with the recent changes in the workforce(e.g., the increase of dual career couples), the issues surrounding work and family interface have received increasing attention over the past decades. One of the issues that have attracted many scholar’s interest was work-family conflict(WFC), which is commonly defined as a form of inter-role conflict in which participation in one role conflicts with another role. It has been argued that WFC is bi-directional: work can interfere with family(referred to as work interfering family, WIF) and family can interfere with work(referred to as family interfering work, FIW). To date, many researches showed that WFC has been related to important individual and organizational problems such as absenteeism, decreased organizational commitment, decreased job, family and life satisfaction. In addition, negative mental and physical health outcomes have been also associated with high levels of WFC. On these pervious evidences, we can also hypothesize that high levels of WFC can lead to the job burnout of service employee.
There is good reason to believe that for employees whose work particularly involves emotional labor, the need to adhere to job-mandated emotional display rules will exacerbate their feelings of WFC. However, there have been few research that studied emotional labor and WFC in the same research model in an attempt to examine their links and compare their differential impacts on employee’s psychological well-being. In this respect, this paper is aimed to empirically investigate the consequential and differential effects of emotional labor and WFC on the job burnout of service employee. In addition, this study explores the possible moderating effects which WFC may have in the relationship between emotional dissonance and job burnout. Actually, the role of WFC as a mediator and/or a moderator has been suggested in previous studies. However, the links between emotional experiences on the job, WFC, and psychological well-being such as job burnout have not been clearly indicated to date.
To empirically test these relationships, data were collected from 109 married nurses who were working in 9 general hospitals in Korea and a series of hierarchical regression analyses were used for the test of hypotheses. And semi-structured interviews were also implemented with the nurses in order to get some qualitative data about their work experiences and family interface. These qualitative interview data were used as subsidiary evidences when we interpreted and discussed the results of analyses. Findings are as followed.
First of all, as expected in the hypotheses, nurses’ perceived emotional dissonance and WFC were positively related to their job burnout. Emotional dissonance and WFC were proved as two major antecedents to the job burnout of nurses. But WFC, in particular, WIF explained more variances in predicting nurses’ job burnout than did emotional dissonance. In addition, results of this study showed that WIF and FIW have differential effects on the job burnout. Specifically, WIF had a strong effect on the job burnout, whereas FIW was not significantly related to the job burnout. We also found the interaction effect of emotional dissonance and WIF could exacerbate nurses’ job burnout. The implications of these findings for the management of organizations and the future research directions were then discussed.

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