관료조직 구성원의 감정노동 수행전략의 선행요인과 결과에 관한 연구 = A Study on an Antecedent and Consequences of Emotional Labor in Bureaucratic Organization: Relations among Self-Consciousness, Emotional Labor Strategies and Attitudes

다국어 초록 (Multilingual Abstract)

Emotions have been getting much attention in industrial/organizational(I/O) psychology and management fields in the past two decades. And more and more organizational researchers are interested in the topics of emotions and its relationship with organizational behavior. One area within the emotional arena receiving increased research attention is emotional labor, management of feeling to create a publicly observable facial and bodily display. In recent years, there have been increasing numbers of studies in the area of emotional labor, especially in service industries which embody sanctioned norms concerning the appropriate display of emotion.
The main purpose of this paper is to investigate the relations between self-consciousness and emotional labor strategies, and futhermore to verify the effects of emotional labor on attitudes of organizational members in bureaucratic organization. The empirical study has been done using data collected from 262 NCOs(Non-Commissioned Officers) in ROKAF(Republic of Korea Air Force) as a bureaucratic organization.
Twelve hypotheses were set up and tested. First, private self-awareness of organizational members is positively related to suppressed display of emotions. Second, private self-awareness of organizational members is negatively related to faked display of emotions. Third, private self-awareness of organizational members is negatively related to genuine display of emotions. Fourth, public self-awareness of organizational members is negatively related to suppressed display of emotions. Fifth, public self-awareness of organizational members is positively related to faked display of emotions. Sixth, public self-awareness of organizational members is positively related to genuine display of emotions. Seventh, suppressed display of emotions is negatively related to organizational commitment. Eighth, faked display of emotions is negatively related to organizational commitment. Ninth, genuine display of emotions is positively related to organizational commitment. Tenth, suppressed display of emotions is positively related to turnover intention. Eleventh, faked display of emotions is positively related to turnover intention. Twelfth, genuine display of emotions is negatively related to turnover intention.
The items which related to self-consciousness, emotional dissonance, commitment and turnover intention were analyzed using principal component factor analysis with varimax rotation. The factor analysis identified two factors for self-consciousness, which are private self-consciousness and public self-consciousness. And three factors for emotional labor, suppressed, faked, genuine display of emotions, were found from factor analysis. The Cronbach alphas obtained for all the scales used in this study ranged from .823 to .887. To test the hypotheses, multiple regression analysis was conducted. Age, rank, job category and tenure were controlled in the model.
The results of the research are follows. First, private self-consciousness has positive effects on both faked and genuine display of emotions while private self-consciousness has no effects on suppressed display of emotions. Second, public self-consciousness has positive effects on both suppressed and faked display of emotions while public self-consciousness has no effects on genuine display of emotions. Third, suppressed display of emotions has negative effects on organizational commitment while genuine display of emotions has positive effects on organizational commitment. However, faked display of emotions has no impacts on organizational commitment. Fourth, both suppressed and faked display of emotions have positive impacts on turnover intention while genuine display of emotions has negative impacts on turnover intention as hypothesized. In summary, the empirical result shows that the type of emotional labor depends on the type of individual self-consciousness. And it also indicates that attitudes such as commitment and turnover intent...

국문 초록 (Abstract)

본 연구는 감정노동 수행전략의 선택에 영향을 주는 선행요인과 결과에 관한 것으로 특히, 감정노동 수행전략에 영향을 주는 개인특성 변수로 개인의 자의식의 영향정도를 살펴보았으며, 이러한 관계가 조직몰입과 이직의도에 미치는 효과를 살펴보았다. 감정노동 수행전략으로 고려된 변수들은 감정억압, 감정연기, 실제감정 등이며, 자의식은 사적자의식과 공적자의식에 대하여 살펴보았다. 연구대상은 공군부사관을 대상으로 하였다. 연구결과 개인의 자의식에 따라 감정부조화에 미치는 영향과 유형에 차이가 나타났으며, 감정부조화의 유형에 따라 조직몰입과 이직의도 역시 그 효과가 다른 것으로 나타났다.
기존의 감정노동에 관한 연구들이 주로 서비스업종에서 고객과의 관계에서 발생하는 상황을 고려하였으나, 관료조직 내부의 구성원 상․하 간 관계에서도 발생할 수 있다는 점을 확인하였다는 데 의의가 있다고 하겠다. 또한 감정 부조화의 선행요인으로 고려되던 다양한 성격특성 중 기존 연구들에서 고려되지 않았던 자의식이 조직 내 감정노동의 연구에서 의미 있는 선행변수임을 확인한 점도 본 연구의 주요 성과라 하겠다.

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