직무스트레스 요인과 감정노동의 직무태도와의 관계에서 직무소진의 매개효과와 사회적 지원 및 자기효능감의 조절효과 분석

다국어 초록 (Multilingual Abstract)

Employees' job burnout brings a lowering of service quality in the shape of incorrect judgment in business, loss of compassion, and careless dealing with customer caused by emotional exhaustion, impersonalization, decline of personal feeling of accomplishment as well as physical and spiritual symptoms. After all, this leads to negative impact on not only organizational performance but also job attitudes.
The purpose of his study is to investigate the effects of the employees' job stressors and emotional labor on job burnout and eventually job attitudes, examine whether job burnout is playing the role of mediating variable between the two independent variables(job stressors and emotional labor) and job attitudes, and examine whether social support and self-efficacy are playing the roles of moderating variable in the relationship between the two independent variables(job stressors and emotional labor) and job burnout.
For this study, data were collected from 297 Chinese employees of service companies in China and analyzed with hierarchical regression techniques. The data was analyzed by SPSS 19.0 and AMOS 7.0.
The results of this study are as follows:
First, the two job stressors(role conflict and role ambiguity) had positive effects on emotional exhaustion, depersonalization and reduced personal accomplishment. The role overload had positive effects on emotional exhaustion and depersonalization.
second, surface acting had positive effects on emotional exhaustion, depersonalization and reduced personal accomplishment. Deep acting had positive effects on depersonalization and reduced personal accomplishment.
Third, emotional exhaustion and depersonalization had negative effects on job satisfaction and positive effects on turnover intention.
Fourth, surface acting had negative effects on job satisfaction and positive effects on turnover intention. Deep acting had positive effects on job satisfaction and negative effects on turnover intention.
Fifth, emotional exhaustion, depersonalization and reduced personal accomplishment had negative effects on job satisfaction and positive effects on turnover intention.
Sixth, job burnout has been found to mediate the relationship between job stressors and job attitudes. Job burnout has also been found to mediate the relationship between emotional labor and job attitudes.
seventh, social support has played moderating roles in the relationship between job stressors and job burnout. Social support has also played moderating roles in the relationship between surface acting and job burnout.
Finally, self-efficacy has played moderating roles in the relationship between the two job stressors(role ambiguity and role overload) and job burnout. Self-efficacy has also played moderating roles in the relationship between emotional labor and job burnout.
The theoretical and practical implications of the findings were discussed.

Key Word: Job Stressor, Emotional Labor, Job Burnout, Job Satisfaction, Social Support, Self-efficacy

목차 (Table of Contents)

• 제 1 장 서론 1
• 1.1 연구배경 및 목적 1
• 1.1.1 연구배경 1
• 1.1.2 연구목적 4
• 1.2 연구의 범위와 방법 5
• 1.3 논문의 구성 6
• 제 2 장 이론적 배경 9
• 2.1 직무스트레스 9
• 2.1.1 스트레스 9
• 2.1.2 직무스트레스의 개념 10
• 2.1.3 직무스트레스에 대한 이론 14
• (1) Gibson, Ivancevich & Donnery의 모델 15
• (2) Matterson & Ivancevich의 모델 16
• (3) Karasek의 직무요구-통제 모델 18
• 2.1.3 직무스트레스 요인 19
• (1) 역할갈등 20
• (2) 역할모호성 22
• (3) 역할과부하 24
• 2.2 감정노동 25
• 2.2.1 감정노동의 개념 25
• 2.2.2 감정노동의 구성요소 28
• (1) 감정노동 수행전략에 초점을 두는 접근 29
• (2) 직무특성 접근 31
• 2.2.3 감정노동의 결과 34
• 2.3 직무소진 38
• 2.3.1 직무소진의 개념 38
• 2.3.2 직무소진의 과정 40
• 2.3.3 직무소진의 차원 43
• 2.3.4 직무소진의 발생원인 44
• 2.3.5 직무소진의 결과변수로서 직무만족과 이직의도 45
• 2.4 사회적 지원 48
• 2.4.1 사회적 지원의 개념 48
• 2.4.2 사회적 지원의 원천 50
• (1) 상사지원 51
• (2) 동료지원 52
• (3) 가족 및 친구의 지원 53
• 2.4.3 사회적 지원의 기능별 유형 54
• 2.5 자기효능감 56
• 2.5.1 자기효능감의 개념 56
• 2.5.2 자기효능감의 원천 58
• 2.6 직무만족 60
• 2.6.1 직무만족의 개념 60
• 2.6.2 직무만족의 중요성 61
• 2.6.3 직무만족의 선행요인 63
• 2.7 이직이도 65
• 2.7.1 이직의 정의 65
• 2.7.2 이직의 유형 65
• 2.7.3 이직의도의 정의 66
• 2.7.4 이직의도의 영향요인 67
• 제 3 장 연구 설계 70
• 3.1 연구모형 70
• 3.2 연구가설의 설정 73
• 3.2.1 직무스트레스 요인과 직무소진의 관계 73
• 3.2.2 감정노동과 직무소진의 관계 75
• 3.2.3 직무스트레스와 직무만족 및 이직의도의 관계 77
• 3.2.4 감정노동과 직무만족 및 이직의도의 관계 78
• 3.2.5 직무소진과 직무만족 및 이직위도의 관계 80
• 3.2.6 직무소진의 매개역할 82
• 3.2.7 직무소진에 대한 사회적 지원의 조절효과 85
• 3.2.8 직무소진에 대한 자기효능감의 조절효과 88
• 3.3 변수의 조작적 정의 및 측정 90
• 3.3.1 직무스트레스 요인의 측정 90
• 3.3.2 감정노동의 측정 91
• 3.3.3 직무소진의 측정 91
• 3.3.4 사회적 지원의 측정 92
• 3.3.5 자기효능감의 측정 92
• 3.3.6 직무만족의 측정 92
• 3.3.7 이직의도의 측정 93
• 3.4 조사방법 및 실증분석 방법 94
• 3.4.1 표본의 선정 및 조사방법 94
• 3.4.2 표본의 인구통계학적 특성 96
• 3.4.3 실증분석 방법 98
• 제 4 장 실증 분석 및 가설의 검증 99
• 4.1 측정도구의 타당성과 신뢰성 검증 99
• 4.1.1 탐색적 요인분석 100
• 4.1.2 측정 변수의 신뢰도 검증 103
• 4.1.3 확인적 요인분석 105
• 4.2 모형에 대한 적합도 검증 107
• 4.3 기술적 통계 및 상관관계분석 108
• 4.4 동일방법편의(common method bias)에 대한 검토 110
• 4.5 연구가설의 검증 112
• 4.5.1 가설 1의 검증 114
• 4.5.2 가설 2의 검증 116
• 4.5.3 가설 3의 검증 118
• 4.5.4 가설 4의 검증 120
• 4.5.5 가설 5의 검증 120
• 4.5.6 가설 6의 검증 123
• 4.5.7 가설 7의 검증 124
• 4.5.8 가설 8의 검증 126
• 4.5.9 가설 9의 검증 128
• 4.5.10 가설 10의 검증 132
• 4.5.11 가설 11의 검증 135
• 4.5.12 가설 12의 검증 139
• 4.5.13 가설 13의 검증 143
• 4.5.14 가설 14의 검증 156
• 4.5.15 가설 15의 검증 163
• 4.5.16 가설 16의 검증 168
• 4.6 추가적 분석 175
• 제 5 장 결론 178
• 5.1 연구결과의 요약 178
• 5.2 연구의 시사점 181
• 5.2.1 이론적 시사점 181
• 5.2.2 실무적 시사점 182
• 5.3 연구의 한계점 및 향후 연구 방향 185
• 참고문헌 187
• ABSTRACT 212
• 부록 215

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