서비스 종업원의 내재적 동기가 감정노동과 직무성과에 미치는 효과에 관한 연구: 선행과 조절효과를 중심으로 = Exploring the Relationships between Intrinsic Motivation, Emotional Labor and Job Performance

다국어 초록 (Multilingual Abstract)

This study examines how work motivation (i.e., intrinsic motivation) influences service employees' emotional labor and job performance. More specifically, the purpose of this study is to show the mechanism through which intrinsic at work affects the job performance of service employees. Working with a sample of 281 hotel employees in South Korea, structural equation modeling is employed to test research hypotheses. The results of this research suggest that intrinsic motivation is positively related to deep acting, while intrinsic motivation has no significant effect on surface acting; deep acting is positively related to job performance. In addition, the direct effect on the relationship between intrinsic motivation and job performance also statistically significant. In sum, the relationship between intrinsic motivation and job performance is partially mediated by service employee's deep acting. Furthermore, the relationship between service employee's deep acting and job performance is moderated by service employee's intrinsic motivation. The current study broadens the conceptual work and empirical studies in work motivation and emotional labor literature by representing a fundamental mechanism of how intrinsic motivation positively affects job performance via emotional labor in services organization.

국문 초록 (Abstract)

본 연구는 서비스 종업원의 내재적 동기, 감정노동, 직무성과 간의 관계를 심층적으로 분석하는데 그 목적이 있다. 연구의 내용은 다음과 같다. 첫째, 내재적 동기가 표면행위와 내면행위에 미치는 효과를 분석하였다. 둘째, 표면행위와 내면행위가 직무성과에 미치는 효과를 분석하였다. 이를 바탕으로 내재적 동기 → 감정노동(내면행위, 표면행위) → 직무성과로 이어지는 매개효과를 분석하였다. 셋째, 내재적 동기가 감정노동과 직무성과 간 인과관계를 조절하는지 여부를 분석하였다.
특급호텔의 고객접점부서에서 근무하고 있는 직원 281명을 대상으로 우편설문조사 방식을 통해 자료를 수집하였다. 확인적 요인분석을 통하여 신뢰도와 타당성을 확인하였고, 구조방정식모형을 이용하여 제시된 가설을 검정하였다.
분석결과는 다음과 같다. 첫째, 서비스 종업원의 내재적 동기는 내면행위에 정(+)의 영향을 미쳤지만, 표면행위에는 유의미한 영향을 미치지 못하는 것으로 나타났다. 둘째, 내면행위는 직무성과에 정(+)의 영향을 미쳤으나 표면행위는 직무성과에 유의미한 영향을 미치지 못하는 것으로 나타났다. 셋째, 내면행위는 내재적동기와 직무성과간의 관계를 부분 매개하는 것으로 나타났다. 마지막으로, 내재적 동기는 감정노동이 직무성과에 미치는 정의 관계를 조절(증폭)하는 것으로 나타났다. 이와 같은 결과를 바탕으로 감정노동과 직무성과 간의 관계에 있어 내재적 동기의 구체적 역할을 밝힘으로써 이론적, 관리적 시사점을 제안하고 있다.

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