감정노동의 개념화 및 선행변수에 관한 연구 = A Study on the Conceptualization and Component of Emotional Labor

다국어 초록 (Multilingual Abstract)

The goal of the present study is to integrate or classify the conceptualization of emotional labor and its components through the examination of the previous studies, presenting domestic researchers subsequent academic discussions. Some subtle differences were found in between the concept of emotional labor and its components as suggested in the first previous study, differing in the perspectives from the point of view from any direction and not being completely contradictory to each other. Moreover, The differences might be recognized as a conceptual refinement and the expansion of the range of each study based on previous investigations.
Every studies has been developed in a way that complements the shortcomings of previous studies by showing new ideas and direction. In this context, the concepts of emotional labor are divided into five categories in the study on the basis of many theories. The components of emotional labor integrated from many researcher’s previous results are classified into six groups. The six components of emotional labor include the frequency of emotional expression, the degree of attention required for the expression of emotion norms, positive and negative affectivity, customer’s attitude, the role-performer’s power, diversity of emotional expressions.

국문 초록 (Abstract)

본 연구는 기존 여러 연구자들의 선행연구의 이론적 고찰을 통하여 감정노동의 개념화 및 구성요소에 관한 주장들을 비교분석함으로써 국내 연구자들의 후속적 연구에 학술적 담론을 제시하는데 목적을 두었다.
감정노동은 1983년 Hochschild에 의해 처음으로 개념화된 이후 최근까지 많은 학자들에 의해서 다양한 이론들이 개발되고 발전해 왔다. 여러 연구자들에 의해 제시되고 있는 감정노동의 개념들은 서로 다소의 차이점들을 발견할 수 있었지만 완전히 서로 상반되기 보다는 특정 현상을 어떤 측면에서 바라보느냐 하는 관점상의 문제와 선행연구에 기초한 개념적 정련화 및 확대상의 문제로 인식되어야 할 것이다. 각 연구들은 선행연구의 미흡한 점을 보완하기 위해 새로운 아이디어 및 방향을 제시하며 발전되어 왔고 이러한 맥락에서 본 연구도 선행연구의 개념들을 통합하고 정련화시키는데 초점을 맞추었다.
또한, 선행연구에서 다루어진 감정노동의 구성요소들에 기초하여 6가지로 통합․분류하였다. 감정노동의 6가지 구성요소로는 감정표현의 빈도, 감정표현규범에 요구되어지는 주의정도, 긍정적 및 부정적 정서성, 고객태도, 역할 수행 대상자의 권력, 감정표현의 다양성이 포함되었다.

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