정서고갈과 이직의도의 관계에 미치는 조직컴미트먼트와 조직시민행동의 매개역할 = The Mediating Role of Organizational Commitment and OCB in the Relationship between Emotional Exhaustion and Turnover Intention

다국어 초록 (Multilingual Abstract)

This study analyze the impact of emotional exhaustion on turnover intention among emotional labor employees. The differential mediating effects of organizational commitment and organizational citizenship behavior on the associations between emotional exhaustion and turnover intention were examined. Data were collected from diverse emotional workers using a questionnaire survey in Korea. The results revealed full mediation effect for turnover intention at work places. There was a significant mediation effect for turnover intention. The first results from the regression analysis shows us that the emotional exhaustion has a strong effect on his or her organizational commitment, OCB, and turnover intention. All the hypotheses of proposed relationship among variables were accepted. The second contribution of the current results from the equation analysis of hypothetical suggestion support the proposed mediator model in which the potential effect of emotional exhaustion on turnover intention can be mediated through the organizational commitment and OCB. Thus, it would appear that organizational commitment can support maintaining a positive OCB, which has negative associations with individual turnover intention. In summary, the proposed model indicates that organizational commitment and OCB can be a useful social quality in diminution of the turnover intention. In general, emotional workers who evidence stable higher levels of emotional exhaustion tend to leave their organization, but the commitment and OCB can decrease their intention to leave. This study has several limitations. First, not all industrial groups were represented here. Second, future research should consider how differences in commitment and OCB level might play a role in the more global processes connecting stable differences in other industry. Our research has been limited to only commitment and OCB. Third, only one emotional work group was examined here and one should be cautious in generalizing the results to other occupational groups.