정서노동과 직무탈진:자율성과 사회적 지지의 조절효과 = Emotional Labor and Burnout: The Moderating Effect of Autonomy and Social Supports

다국어 초록 (Multilingual Abstract)

The purpose of this study is to find the effect of emotional labor(surface acting, deep acting) on burnout(exhaustion, cynicism) and to examine the moderating effect of job resources(autonomy, social supports) in hotel service job. Exhaustion and cynicism were influenced by surface acting. The relation between surface acting and exhaustion was moderated by autonomy, while the relation between surface acting and cynicism was moderated by support of coworkers. But, deep acting did not influence on exhaustion and cynicism. This results consist with previous studies that deep acting bring more positive effect than surface acting and suggest that autonomy and social supports influence on exhaustion and cynicism separately. Research limitations and several suggestions are discussed.

국문 초록 (Abstract)

본 연구는 정서노동(표면행동, 내면행동)이 직무탈진(소진, 냉소)에 미치는 영향을 직무자원(자율성, 사회적 지지)이 조절하는가를 알아보기 위해 호텔 종업원 174명을 대상으로 연구를 진행하였다. 정서노동 전략 중 표면행동은 직무탈진의 하위요인인 소진과 냉소에 영향을 미치고 있었으며, 표면행동이 소진에 미치는 영향은 자율성이 조절하고 있었다. 한편, 표면행동이 냉소에 미치는 영향은 동료지지가 조절해주는 것으로 나타났는데, 이는 직무탈진 하위요소 직무와 관련이 높은 소진에 대해서는 직무의 자율성이 조절효과를 보이고, 사람과 관련이 높은 냉소에 대해서는 사회적 지지가 조절효과를 보인 것으로 보인다. 또한 사회적 지지 중 동료지지에서만 조절효과가 나타난 점은 호텔서비스직 종사자의 직무특성 상 상사보다는 동료로부터의 지지가 중요하게 여겨지기 때문으로 해석할 수 있다. 그러나 표면행동과 달리 내면행동은 소진과 냉소에 미치는 주효과 및 직무자원과의 조절효과가 나타나지 않았다. 이는 표면행동과 내면행동이 직무탈진에 미치는 영향이 일관적이지 않다는 이전 연구와 일치하는 결과이다. 본 연구의 제한점과 향후 연구의 제안점을 제시하였다.

참고문헌 (Reference)

1 한국개발연구원(KDI)경제정보분석팀, "경제이슈-서비스업, 우리 경제에 어떤 영향을 미치고 있나"

2 Montgomery, A. J., "Work-family interference, emotional labor and burnout" 21 (21): 36-51, 2006

3 Totterdell, P., "Use and effectiveness of self-regulation strategies for improving mood in a group of trainee teachers" 4 : 219-232, 1999

4 Maslach C., "Understanding Burnout: Definitional Issues in Analyzing a complex phenomenon, In Job stress and burnout" Sage 29-40, 1982

5 Maslach C., "The truth about burnout: How organization cause personal stress and what to do about it" Jossey-Bass 1997

6 Van Veldhoven, M., "The measurement of psychosocial work demands with a questionnaire: The questionnaire experience and judgment of work (VBBA)" NIA 1994

7 Hochschild, A. R., "The managed heart: Commercialization of human feeling" University of California Press 1983

8 Van der Doef, M., "The job demand–control(–support)model and psychological well-being : A reviewof 20 years of empirical research" 13 : 87-114, 1999

9 Demerouti, E., "The job demands resources model of burnout" 86 : 499-512, 2001

10 Grandey, A. A., "The effects of emotional labor: Employee attitudes, stress and performance" Colorado State University 1999

11 Morris J. A., "The dimensions, antecedents, and consequences of emotional labor" 21 (21): 986-1010, 1996

12 Pugliesi, K., "The consequences of emotional labor : Effects on work stress, job satisfaction, and well-being" 23 : 125-154, 1999

13 Schaufeli, W. B., "The burnout companion to research and practice: A critical analysis" Taylor & Francis 1998

14 Wharton, A. S., "The affective consequences of service work : Managing emotions on the job" 20 (20): 205-232, 1993

15 Schaufeli, W. B., "The Maslach Burnout Inventory. General Survey, In Maslach Burnout Inventory: Manual" Consulting Psychologists Press 19-26, 1996

16 Maslach, C., "The Maslach Burnout Inventory" Consulting Psychologists 1981

17 Brotheridge, C. M., "Testing a conversation of resources model of dynamicsof emotional labor" 7 : 55-67, 2002

18 Cohen, S., "Stress, social support, and the buffering hypothesis" 98 : 310-350, 1985

19 Kahn, R. L., "Stress in organizations, In Handbook of industrial and organizational psychology, 4" Consulting Psychologists Press 571-650, 1992

20 Kahn, R. L., "Stress in organizations, In Handbook of industrial and organizational psychology, 3" Consulting Psychologists Press 571-650, 1992

21 Freudenberger, H. J, "Staff burn-out" 30 : 159-165, 1974

22 Schwartz, J., "Sources of Social Support and Burnout, Job Satisfaction, and Productivity" 7 (7): 84-93, 2002

23 Stemmler, G., "Selective activation of traits: Boundary conditions for the activation of anger" 22 : 213-220, 1997

24 Demerouti, E., "Reliability and Validity of The Maslach Burnout Inventory(MBI) : A critical approach" 50 : 32-38, 1996

25 Buunk, B. P., "Psychological aspects of occupational stress, In Handbook of work and organizational psychology: Vol. 2. Work Psychology" Psychology Press 145-182, 1998

26 Guffman, E., "Presentation of Self in Everyday Life" The Overlook Press 1959

27 Lee, R. T., "On the meaning of Maslach's three dimensions of burnout" 71 : 630-640, 1990

28 Haines, V. A., "Occupational stress, social support, and the buffer hypothesis" 18 : 212-235, 1991

29 Maslach, C., "Maslach Burnout Inventory, Manual" Consulting Psychologists Press 1996

30 Zapf, D., "Longitudinal studies in organizational stress research : A review of the literature with reference to methodological issues" 1 : 145-169, 1996

31 Schaufeli, W. B., "Job demands, job resources and their relationship with burnout and engagement : A multi-sample study" 25 : 293-315, 2004

32 Bakker, A. B., "Job demands and job resources as predictors of absence duration and frequency" 62 : 341-356, 2003

33 Bakker, A. B., "Job Resources Buffer the Impact of Job Demands on Burnout" 10 (10): 170-180, 2005

34 Spector, P. E., "Industrial and Organizational Psychology: Research and Practice" John Wiley 2004

35 Erickson, R. J., "Inauthenticity and depression : Assessing the consequences of interactive social work" 24 : 188-213, 1997

36 Grove, S. J., "Impression management in services marketing: A dramaturgical perspective, In Impression Management in the Organization" Lawrence Erlbaum Associates 427-438, 1989

37 Maslach C., "Historical and conceptual development of burnout, In Prefessional burnout: Recent development of theory and research" Taylor & Francis 1-16, 1993

38 Gross, J., "Hiding feelings : The acute effects of inhibiting negative and positive emotions" 106 : 95-103, 1997

39 Pugliesi, K., "Gender, jobs, and emotional labor in a complex organization" 4 : 283-316, 1997

40 Ashforth, B. E., "Emotional labor in service roles : The influence of identity" 18 : 88-115, 1993

41 Scheid, T. L., "Emotional labor and burnout among mental health professionals" 11 : 169-194, 1999

42 Erickson, R. J., "Emotional Labor, Burnout, and Inauthenticity: Does Gender Matter?" 64 (64): 146-163, 2001

43 Brotheridge, C. M., "Emotional Labor and Burnout : Comparing Two Perspectives of"People Work"" 60 (60): 17-39, 2002

44 Hochschild, A. R., "Emotion work, feeling rules, and social structure" 85 (85): 551-575, 1979

45 Grandey, A. A., "Emotion regulation in the workplace : A new way to conceptualize emotional labo" 5 (5): 95-110, 2000

46 Karasek, R. A., "Demand/control model: A social, emotional, and physiological approach to stress risk and active behaviour development, In Encyclopaedia of occupational health and safety, 34" International Labour Organization 6-14, 1998

47 Bradley H. B, "Community-based treatment for young adult offenders" 15 : 359-370, 1969

48 Doty, D. H., "Common method bias : Does common methods variance really bias results?" 1 : 374-406, 1998

49 Marchese, C. M., "Capitalizing on the benefits of utilizing part-time employees through job autonomy" 15 (15): 549-560, 2001

50 Gross, J., "Antecedent-and response-focused emotion regulation: Divergent consequences for experience, expression, and physiology" 74 : 224-237, 1998

51 Tolich, M. B, "Alienating and liberating emotions at work : Supermarket clerks' performance of customer service" 22 (22): 361-381, 1993

52 Van Dijk, P. A., "A model of the moderating influence of emotional intelligence on the relationship between emotional labor, burnout and the service experience"

53 Fisher, C. D., "A meta-analysis of the correlates of role conflict and role ambiguy" 68 (68): 320-333, 1983