감정노동의 표면행위가 혁신행동에 미치는 영향 : 정서적 소진의 매개효과와 조직보호의 조절된 매개효과를 중심으로 = The Impact of Surface Acting on Innovative Behavior

국문 초록 (Abstract)

본 연구는 피부미용 종사자를 대상으로, 표면행위가 정서적 소진을 매 개하여 혁신행동에 영향을 미치는 경로를 검증하고, 조직보호가 이 과정 에서 어떤 조절 역할을 하는지를 규명한다. 이를 통해 감정노동이 혁신 행동에 영향을 미치는 메커니즘을 밝히기 위한 목적이다. 연구모형은 Hochschild(1983)의 감정노동 이론과 Hobfoll(1989)의 자원 보존이론을 토대로 설정하였다. 표면행위는 감정 부조화를 통해 정서적 자원을 고갈시켜 혁신행동을 저해하고, 조직보호는 이러한 부정적 영향 을 완화할 것으로 가정하였다. 국내 피부미용인 256명을 대상으로 설문조사를 실시하였다. 표면행위 는 Grandey(2003), 정서적 소진은 Maslach et al.(1996), 혁신행동은 Scott & Bruce(1994), 조직보호는 Eisenberger et al.(2002)의 척도를 활 용하여 5점 리커트 척도로 측정하였다. 분석은 SmartPLS 4.0 기반 PLS-SEM을 사용하였고, 조절된 매개효과는 Hayes(2018)의 PROCESS Macro Model 14로 검증하였다. 분석 결과는 다음과 같다. 첫째, 표면행위는 정서적 소진에 유의한 정적 영향을 미쳤다(β=0.757, p<0.001). 둘째, 표면행위가 혁신행동에 미치 는 직접효과는 유의하지 않았으나(β=0.083, p=0.341), 정서적 소진은 혁 신행동에 유의한 부적 영향을 미쳤다(β=-0.313, p<0.01). 이는 정서적 소 진이 완전 매개 역할을 함을 보여준다. 셋째, 조직보호는 정서적 소진과 혁신행동의 관계를 유의하게 조절하였으며(β=0.166, p<0.001), 조절된 매 개지수 또한 통계적으로 유의하였다. 조직보호가 높은 집단에서 표면행 위의 간접효과는 약 73% 감소하였다. 연구결과의 함의를 살펴보면, 기존 감정노동 연구가 주로 이직의도, 직 무만족, 조직몰입 등 태도 변수에 초점을 맞춰 간과되었던 성과변수인 혁신행동의 중요성을 확인하였다는 점이다. 즉, 감정노동이 단순히 태도 에만 영향을 미치는 것이 아니라, 정서적 소진이라는 매개변수를 통해 조직의 경쟁력을 좌우하는 혁신행동에도 중요한 영향을 미친다는 것을 실증함으로써 감정노동의 조직적 중요성을 재조명했다는 점에서 의의가 있다. 또한 매개경로에서 조직보호라는 조절변수를 도입하여 ‘표면행위 → 정서적 소진 → 혁신행동’ 매개효과가 조직보호 수준에 따라 어떻게 달라지는지를 정밀하게 분석하였다는 점이다. 종합하면, 본 연구는 감정노동이 혁신행동에 영향을 미치는 메커니즘 을 정서적 소진을 통해 규명하고, 조직보호의 완충 효과를 실증하였다는 점에서 이론적 의의가 있다. 실무적으로는 피부미용 조직이 감정노동의 부정적 영향을 완화하기 위해 조직보호 시스템을 구축해야 함을 시사한 다.

다국어 초록 (Multilingual Abstract)

This study empirically investigates the effect of emotional labor on innovative behavior among beauty service practitioners, focusing on the mediating role of emotional exhaustion and the moderated mediation effect of perceived organizational protection. Although emotional labor has become a widespread phenomenon with the expansion of the service economy, prior research has primarily emphasized attitudinal outcomes, whereas performance-related variables such as innovative behavior have been comparatively overlooked. The beauty service industry, characterized by close physical contact, heightened appearance sensitivity, and sustained client relationships, demands a particularly intense level of emotional labor. At the same time, rapid trend shifts and fierce competition have made innovation essential for organizational survival. Therefore, understanding how emotional labor influences innovative behavior and identifying organizational interventions that can mitigate its negative effects are critical. The theoretical foundations of this study draw on Hochschild’s (1983) emotional labor theory, Hobfoll’s (1989) Conservation of Resources theory, Bakker and Demerouti’s (2007) Job Demands– Resources model, and Eisenberger et al.’s (2002) organizational support theory. Surface acting generates emotional dissonance, depletes psychological resources, and leads to emotional exhaustion. Individuals experiencing emotional exhaustion tend to avoid innovative behavior in an effort to conserve remaining resources. However, perceived organizational protection replenishes depleted resources, fosters psychological safety, and activates reciprocity norms, thereby alleviating the negative effects of emotional exhaustion. Based on these theoretical arguments, a moderated mediation model integrating surface acting, emotional exhaustion, innovative behavior, and perceived organizational protection was established, and four research hypotheses were developed. A survey was conducted with 256 practitioners employed in the Korean beauty service industry. Surface acting was measured using Grandey’s (2003) scale, emotional exhaustion using the MBI scale developed by Maslach et al. (1996), innovative behavior using the scale of Scott and Bruce (1994), and perceived organizational protection using a modified version of Eisenberger et al.’s (2002) instrument. All variables were assessed using five-point Likert scales. Data were analyzed using PLS-SEM with SmartPLS 4.0 to evaluate both the measurement and structural models, and the moderated mediation effect was assessed using Hayes’s (2018) PROCESS Macro Model 14. The findings are summarized as follows. First, surface acting had a strong positive effect on emotional exhaustion (β = 0.757, p < .001), indicating that practitioners who suppress their genuine emotions and display superficial positive expressions experience greater emotional exhaustion. Second, the direct effect of surface acting on innovative behavior was not statistically significant (β = 0.083, p = .341), suggesting that its influence occurs primarily through emotional exhaustion. Third, emotional exhaustion had a significant negative effect on innovative behavior (β = –0.313, p = .002). Together, these results confirm a full mediation effect in the relationship between surface acting and innovative behavior through emotional exhaustion. Fourth, perceived organizational protection significantly moderated the negative effect of emotional exhaustion on innovative behavior (β = 0.166, p < .001). The positive interaction coefficient indicates that higher levels of organizational protection buffer the detrimental impact of emotional exhaustion. Fifth, the moderated mediation analysis revealed that the index of moderated mediation was 0.166, with a 95% confidence interval of [0.084, 0.243], indicating statistical significance. Specifically, the indirect effect of surface acting was − 0.312 under low levels of organizational protection, but decreased to −0.083 under high levels, reflecting a 73% reduction in negative influence. This demonstrates that perceived organizational protection serves as a protective barrier that interrupts the adverse path from surface acting through emotional exhaustion to innovative behavior. The theoretical contributions of this study are as follows. First, it proposes an integrated framework connecting emotional labor and innovative behavior. Second, it clarifies the mechanism through which emotional labor affects innovative behavior via emotional exhaustion. Third, it expands emotional labor research by incorporating perceived organizational protection as a moderating variable. Fourth, it empirically validates a moderated mediation model, thereby offering a more comprehensive understanding of the complex relationships among variables. Fifth, it contributes to contextualized theory development by examining emotional labor within the specific environment of the beauty service industry. The practical implications are also significant. First, organizations should manage surface acting by providing deep acting training, introducing flexible emotional display rules, and managing customer expectations. Second, emotional exhaustion should be addressed by guaranteeing regular rest, offering psychological counseling programs, and strengthening peer support systems. Third, establishing a comprehensive organizational protection system is essential. Manuals for handling difficult customers, supportive supervisor and coworker relationships, clear problem-solving procedures, and regular recognition and feedback can enhance employees’ perceptions of protection. Notably, the findings indicate that organizational protection can reduce 73% of the negative effects of emotional labor, emphasizing that investment in such systems is a strategic choice that enhances innovation capacity and organizational competitiveness. Fourth, at the policy level, measures beyond the current Occupational Safety and Health Act provisions for customer-facing workers are required, including support for developing and disseminating organizational protection systems, best practices, standard manuals, and employee training programs. Limitations include the cross-sectional design, which restricts causal inference; the exclusive use of organizational protection as a moderator; potential common method bias due to self-report measures; and the limited generalizability associated with convenience sampling. Future studies should adopt longitudinal designs, multilevel moderation models, multimethod approaches, representative sampling, and cross-cultural comparisons to address these limitations. In conclusion, this study empirically demonstrates that surface acting among beauty service practitioners impedes innovative behavior through emotional exhaustion, and that perceived organizational protection effectively mitigates this negative process. In an era of expanding service economies and pervasive emotional labor, protecting employees’ emotional well-being while sustaining organizational innovation capacity remains both an academic and practical imperative. This study provides meaningful insights to support progress toward that goal.

목차 (Table of Contents)

• 제1장 서론 ··········································································································1
• 제1절 연구배경 및 연구목적 ·······································································1
• 제2절 연구방법 및 연구구성 ·······································································4
• 제2장 이론적 배경 및 선행연구 ································································6
• 제1절 감정노동 ·······························································································6
• 1. 감정노동의 동향과 피부미용산업 ·······················································6
• 2. 감정노동의 이론적 기반 ·········································································7
• 3. 감정조절 전략 ·························································································12
• 4. 감정노동의 연구동향 ···········································································15
• 제2절 정서적 소진 ·······················································································19
• 1. 정서적 소진의 개념 ···············································································19
• 2. 정서적 소진의 이론적 기반 ·································································21
• 3. 표면행위와 정서적 소진 ·······································································24
• 제3절 혁신행동 ·····························································································27
• 1. 혁신행동의 개념 ·····················································································27
• 2. 혁신행동의 이론적 기반 ·······································································30
• 3. 정서적 소진과 혁신행동 ·····································································32
• 제4절 조직보호 ·····························································································38
• 1. 조직보호의 개념 ···················································································38
• 2. 조직보호의 이론적 기반 ·····································································39
• 3. 조직보호에 관한 선행 연구 ·······························································41
• 제3장 연구설계 ·······························································································44
• 제1절 연구모형과 연구가설 ·······································································44
• 제2절 연구방법 ·····························································································47
• 1. 연구변인의 조작적 정의 및 설문문항 ·············································47
• 2. 연구 대상 및 자료 수집 ·····································································49
• 3. 자료분석방법 ·························································································49
• 제4장 실증분석 ·······························································································51
• 제1절 표본의 특성 ·······················································································51
• 제2절 신뢰도와 타당도 ···············································································53
• 1. 정규성 분석 ·························································································54
• 2. 신뢰도 분석 ···························································································54
• 3. 수렴타당도 분석 ···················································································56
• 4. 판별타당도 분석 ···················································································58
• 제3절 가설 검증 ···························································································62
• 1. [가설 1]의 검증 ····················································································64
• 2. [가설 2]의 검증 ····················································································65
• 3. [가설 3]의 검증 ····················································································66
• 4. [가설 4]의 검증 ····················································································68
• 5. 조절된 매개효과 분석 ·········································································69
• 6. 가설 검증 결과 종합 및 논의 ···························································70
• 제5장 결론 ········································································································72
• 제1절 연구결과 ·····························································································72
• 제2절 연구의 한계 및 향후 연구 방향 ····················································74
• 참 고 문 헌 ···································································································76
• 부록: 설문지 ··································································································84
• Abstract ··········································································································90