감정규율전략들, 역할동일시, 감정고갈 : 서비스 상호작용 일상성의 조절효과 = Emotion regulation strategies, role identification, and emotional exhaustion: The moderating role of routineness in service interactions

국문 초록 (Abstract)

본 논문의 연구목적은, 첫째, 감정규율전략들(즉, 표면연기와 심층연기)이 역할동일시를 통해 감정고갈과 관련되어 있는지를 파악하는 것이다. 둘째 연구목적은 감정규율전략들과 역할동일시 사이 관계에서 서비스 상호작용 일상성의 조절효과를 검증해 본다. 이러한 연구목적들은 종합병원 한 곳에 근무하는 192명의 종업원들로부터 얻은 데이터를 통해 검증되었다. 통계 분석결과에 의하며, 심층연기는역할동일시와 정(+)의 관계를 가지며, 표면연기는 역할동일시와 부(-)의 관계를 갖는 것으로 나타났다. 역할동일시는 감정고갈과 부(-)로 관련되어 있다. 즉, 표면연기는 역할동일시를 통해 감정고갈과 정(+)의 관계를 갖고 있으며, 심층연기는 역할동일시를 통해 감정고갈과 부(-)의 관계를 갖는 것으로 나타났다. 또한, 서비스 상호작용의 일상성은 표면연기와 역할동일시 사이 부(-)의 관계를 부(-)로 조절하는것으로 나타났다. 즉, 표면연기와 역할동일시 사이의 부(-)의 관계는 서비스 상호작용 일상성이 높을 때 두드러진 것으로 나타났다. 반면에, 심층연기와 역할동일시사이 관계를 서비스 상호작용의 일상성은 조절하지 않는다. 이러한 결과들에 대한함의는 결론에서 논의된다.

다국어 초록 (Multilingual Abstract)

The first research aim of this paper is to investigate whether emotion regulation strategies(i.e., deep acting and surface acting) is related to emotional exhaustion via role identification. The second research aim is to examine whether routineness in service interactions moderates the relationships between emotion regulation strategies and role identification. These research aims were investigated using a data set drawn from a sample of 192 employees who works for a large hospital. The results showed that deep acting is positively related to role identification, but surface acting is negative related to role identification. Role identification is negatively associated with emotional exhaustion. Deep acting is negatively related to emotional exhaustion via role identification. On the other hand, surface acting is positively related to emotional exhaustion via role identification. Routineness in service interactions appears to negatively moderate the relationship between surface acting and role identification. However, routineness does not moderate the relationship between deep acting and role identification. Some implications are discussed.

목차 (Table of Contents)

• Ⅰ. 서론 Ⅱ. 이론적 배경 및 가설 Ⅲ. 연구방법 Ⅳ. 연구결과 Ⅴ. 결 론 참고문헌

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