정서노동 예측시 성격 5요인과 직무환경변수의 역할: 미국 호텔업 종사자를 대상으로 = The role of Big Five personality and job environment variablesin prediction of emotional labor: Hotel employee case in US

다국어 초록 (Multilingual Abstract)

This study was intended to examine the concept of emotional labor with regard to emotional display rules, and identified to the role of Big Five personality and job environment variables in predicting emotional labor. Using mailing survey, 176 hotel employees in U. S. were surveyed. Several variables were included; Big Five personality, job characteristics, organizational emotional display rules as predictors, emotional labor (surface acting and deep acting) as criteria. Results showed that both Big Five personality and job environment variables were related to emotional labor. In specific, neuroticism and the suppression of negative emotion were positively related to surface acting, and agreeableness and the expression of positive emotion had a positive relationship with deep acting. Finally, the implications and limitations were discussed.

국문 초록 (Abstract)

본 연구는 정서노동의 개념을 조직의 정서표현규범과 관련하여 살펴보고, 성격 5요인과 직무환경변수가 정서노동을 수행하는 방식에 어떠한 영향을 미치는지를 알아보고자 하였다. 우편설문을 통해 미국 서부 지역의 호텔 종사자 176명을 대상으로 조사가 진행되었다. 연구에 포함된 변수로는 예측변수로 성격 5요인, 직무특성, 정서표현규범, 준거변수로는 정서노동(표면행위, 내면행위)이 사용되었다. 연구결과, 성격 5요인과 직무환경변수 모두 정서노동과 관련이 있는 것으로 나타났다. 흥미롭게도 이들은 두 유형의 정서노동과 관련해 각각 중요도 면에서 다른 유형을 보였다. 표면행위에 있어서는 신경증과 부적 정서 억압이, 내면행위에 있어서는 호감성과 정적 정서 표현이 중요한 변수로 밝혀졌다. 마지막으로 결과가 갖는 시사점과 제한점이 논의되었다.

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