감정표현요구와 감정부조화, 그리고 심리적 반응 간의 관계에 관한 연구

다국어 초록 (Multilingual Abstract)

  As the service jobs grow in number in accordance with the rapidly growing service sector, emotional labor becomes a more and more prevalent component of most works. Since the concept of emotional labor was first introduced by Hochschild(1983), there have been many researches that investigated the antecedents and consequences of emotional labor.<BR>  The purpose of this study is to investigate empirically the consequential effects of emotional labor. Especially this study examined the relationships among the variables such as the perceived requirement to display positive emotions, emotional dissonance, job burnout and intention to turnover. To test these relationships, data were collected from nurses who are working in two general hospitals in Korea. In a stage of pilot research, semi-structured interviews were executed with nurses in order to get some qualitative data about their general work environments. After that, questionnaire survey has been implemented as a main stage of research. Based on the quantitative survey data from 234 respondents who are working in the sample hospitals, a series of hierarchical regression analyses were used for the test of hypotheses. Findings are as follows.<BR>  First of all, employee"s perceived demands to express positive emotions were positively related to their emotional dissonance as expectedly. And it was confirmed in our study that emotional dissonance affected job burnout and intention to quit positively like many other previous researches. That is, emotional dissonance explained a significant amount of variance in predicting job burnout and intention to turnover.<BR>  In addition, we found that emotional dissonance fully mediated the relationship between perceived display rule demands and the exhaustion component of burnout on the one hand, and intention to turnover on the other. These results of the present study are consistent with the view of some previous researches that emotional demands of work do not necessarily lead to job burnout but do so through their relationship with emotional dissonance.<BR>  The implications of these findings for management of organizations and the limitations of this study are then discussed.

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