환대산업 서비스종사원의 감정노동, 소진에 관한 다 집단 연구 -측정모형과 구조경로의 동일성 검증 및 이론적 함의- = Multi-group Study on Emotional Labor and Burnout of Hospitality Service Workers: Factorial and Structural Invariance Test across Multi-sample and Theoretical Elaboration

국문 초록 (Abstract)

감정노동과 소진에 대한 많은 연구에도 불구하고 이들 사이의 인과적 관계는 여전히 규명되지 못한 채로 남아 있다. 본 연구는 이와 관련된 이슈를 재 고찰하고 이의 해결을 위한 실마리를 찾는 것을 목적으로 하는 연구이다. 이를 위해 본 연구는 두 개의 명제를 제기하였다. 첫째, 감정노동의 결과를 객관적으로 예측하기 위해서는 감정노동의 심리적 양상을 고려하는 것이 필요하고, 둘째, 감정노동과 소진의 인과구조에 대한 이론적 토대를 확립하기 위해서는 표준화된 측정도구로서 소진 측정도구(MBI-HSS)의 구성타당도가 검증되어야 한다. 이상의 관점에서 다표본 방법을 이용한 실증분석이 설계되었고 다중표본(항공사 승무원집단과 카지노종사원집단) 확인요인분석과 구조방정식 분석을 이용하여 감정노동과 소진의 요인 동일성 및 구조적 동일성을 검증하였다. 실증분석결과 두 가지 주목할 만한 결과가 발견되었다. 첫째, 관광서비스 종사자의 감정노동의 결과는 표본에 따라 동일한 결과를 보이지 않고 이러한 비정형성은 감정노력 차원에서 현저하였다. 둘째, 소진의 측정도구 중 3개 차원보다 개인성취감 감소 차원이 배제된 2가지 차원이 더욱 타당하였다. 이상의 결과를 토대로 이론적 대안모형을 제안하고 관련 시사점을 논의하였다.

다국어 초록 (Multilingual Abstract)

Albeit the pervasiveness of studies on emotional labor and burnout, a causal relationship between them remains unidentified. The purpose of this study is to reexamine these issues and suggest some clues for resolving it. For this, the study raised two presuppositions: First, it is necessary to consider psychological aspects of EL to objectively predict consequences of it; Second, a configurational validity of MBI-HSS should be verified as a standardized measurement instrument to establish theoretical foundation of causal structure between EL and burnout. An empirical analysis was designed by multi-sampling methods and data were analyzed by multi-group CFA and SEM to verify factorial and structural invariance across multi-sample(airline cabin attendants and casino employees). The results revealed two significant findings: First, consequences of emotional labor of hospitality service workers are not same across different samples and this uncasuality is salient in emotive efforts; Second, two dimensions without reduced personal accomplishment of MBI-HSS are more valid than three dimensions. Based on these results, theoretical implications were discussed through by suggesting an alternative theoretical model.

참고문헌 (Reference)

1 오정학, "카지노종사원의 직무요구, 직무자원과 소진 그리고 직무만족의 관계 - 직무요구-자원(JDR)모형과 안면환류가설(FFH)의 관점에서 -" 대한관광경영학회 26 (26): 375-397, 2011

2 김영진, "정서노동, 소진 그리고 고객지향성간의 관계분석" 한국관광학회 35 (35): 319-340, 2011

3 이동명, "정서노동 및 사회적 지지가 항공사 객실승무원의 소진에 미치는 영향 연구" 한국관광학회 32 (32): 213-231, 2008

4 오정학, "소진의 원인, 결과 및 완화요인에 관한 연구: 국적항공사 객실승무원을 대상으로" 한국호텔외식경영학회 20 (20): 271-291, 2011

5 김현철, "서비스 인카운터에서 감정노동, 직무스트레스, 조직몰입, 이직의도 간의 구조적 관계 - 패밀리 레스토랑 대면접촉 종사원을 중심으로-" 한국관광학회 35 (35): 229-315, 2011

6 손해경, "개인성격 특성과 서비스 상호작용 유형에 따른정서노동 결과에 관한 연구: 특1급 호텔 레스토랑과 패밀리 레스토랑 종사자를 대상으로" 한국관광학회 33 (33): 245-265, 2009

7 김민주, "감정노동의 결과에 대한 한국과 미국간의 비교연구- 호텔종업원의 감정노동과 직무스트레스와의 관계를 중심으로 -" 한국호텔외식경영학회 15 (15): 35-57, 2006

8 Mitchell, T. R., "Why people stay : Using job embeddedness to predict voluntaryturnover" 44 (44): 1102-1121, 2001

9 Hom, P. W., "The validity of Mobley's model of employee turnover" 34 (34): 141-174, 1984

10 Green, D. E., "The three-factor structure of the Maslach Burnout Inventory" 6 (6): 453-472, 1991

11 Hochschild, A. R., "The managed heart: The commercialization of human feelings" University of California Press 1983

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

13 Rafaeli, A., "The expression of emotion in organizational life" JAI Press 11 (11): 1-42, 1989

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

15 Schaufeli, W. B., "The burnout companion for research and practice: A critical analysis of theory, assessment, research, and interventions" Taylor & Francis 1998

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

17 Maslach, C., "The Maslach burnout inventory" Consulting Psychologists Press 1981

18 Näring, G., "The Dutch questionnaire on emotional labour" Open University The Netherlands 2004

19 Brotheridge, C. M., "Testing a conservation of resources model of the dynamics of emotional labor" 7 (7): 57-67, 2002

20 Pines, A. M., "Stress and burnout : The significant difference" 39 (39): 625-635, 2005

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

22 Bandura, A., "Social foundations of thoughts and actions: A social cognitive theory" Prentice-Hall 1986

23 Lee, R. T., "On the meaning of Maslach's three dimensions of burnout" 75 (75): 743-747, 1990

24 Hair, J. F., "Multivariate data analysis" Pearson EducationInternational 2006

25 Castro, A. B., "Measuring emotional labor among young workers" 54 (54): 201-209, 2006

26 Shirom, A., "Job-related burnout: A review, In Handbook of occupational health psychology" American Psychological Association 245-264, 2003

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

28 Maslach, C., "Job burnout" 52 : 397-422, 2001

29 Maslach, C., "Historical and conceptual development of burnout, In Professional burnout: Recent developments in theory and research" Taylor & Francis 1-16, 1993

30 Adelman, P. K., "Facial efference and the experience of emotion" 40 : 249-280, 1989

31 Kruml, S., "Exploring the dimensions of emotional labor : The heart of Hochschild's work" 14 (14): 8-49, 2000

32 Mikolajczak, M., "Explaining the protective effect of trait emotional intelligence regarding occupational stress : Exploration of emotional labour process" 41 (41): 1107-1117, 2007

33 Fox, S., "Emotional value : Creating strong bonds with your customers" 54 (54): 230-234, 2001

34 Brotheridge, C. M., "Emotional labour and burnout : Comparing two perspectives of people work" 60 (60): 17-39, 2002

35 Glomb, T. M., "Emotional labour : A conceptualization and scale development" 64 (64): 1-23, 2004

36 Zerbe, W. J., "Emotional dissonance and well-being, In Emotions in the workplace: Research and practice" Quorum Books/Greenwood 189-224, 2000

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

38 Zapf, D., "Emotion work and psychological well-being : A review of the literature and some conceptual considerations" 12 (12): 237-268, 2002

39 Ashforth, B. E., "Emotion in the workplace : A reappraisal" 48 (48): 97-125, 1995

40 Chu, K. H-L., "Development and validation of the hospitality emotional labor scale" 27 (27): 1181-1191, 2006

41 Brotheridge, C. M., "Development and validation of the emotional labour scale" 76 (76): 365-379, 2003

42 Long, J. S., "Confirmatory factor analysis: A preface to LISREL. Sage university paper series on quantitative application in the social sciences" Sage 07-033, 1983

43 Maslach, C., "Burnout: The cost of caring" Prentice Hall 1982

44 Halbesleben, J. R. B., "Burnout in organizational life" 30 (30): 859-879, 2004

45 Leiter, M. P., "Burnout as a developmental process: Consideration of models, In Professional burnout: Recent developments in theory and research" Taylor & Francis 237-250, 1993

46 González-Romá, V., "Burnout and work engagement: Independent factors or opposite poles?" 68 (68): 165-174, 2006

47 Brewer, E. W., "Burnout and job satisfaction among student support services personnel" 13 (13): 169-186, 2002

48 Austin, E. J., "Associations of personality and emotional intelligence with display rule perceptions and emotional labour" 44 (44): 679-688, 2008

49 Schaubroeck, J., "Antecedents of workplace emotional labor dimensions and moderators of their effects on physical symptoms" 21 (21): 163-183, 2000

50 Cordes, C. L., "A review and an integration of research on job burnout" 18 (18): 621-656, 1993

51 Lee, R. T., "A meta-analytic examination of the correlates of the three dimensions of job burnout" 81 (81): 123-133, 1996