콜센터 상담원의 감정노동이 소진에 미치는 영향: 회복 탄력성과 사회적 지지의 조절효과 = The Effect of Call Center Consultant ’s Emotional Labor on Burnout: The Moderating Effect of Resilience and Social Support

다국어 초록 (Multilingual Abstract)

Background: The purpose of this study was to examine the moderating effect of resilience and social support to analyze that call center consultants’ emotional labor impacts on the burnout.
Methods: A survey questionnaire was conducted to people who work at call center in Gwangju and Deagu. The data from 444 were analyzed.
Results: The result from the hierarchical multiple regression is as follows. First, deep acting decreased burnout, but surface acting of emotional labor increased burnout. Also, frequency of emotion display, variety of emotion required to be expressed and attentiveness to required display rules increased burnout. Second, Resilience had moderating effect between deep acting and burnout. Third, the moderate effect of interaction of social support from leader with surface action was found at burnout. Also, moderating effect of social support from leader were shown in frequency of emotion display with burnout and attentiveness to required display rules with burnout. Fourth, social support from colleague did not have buffering effect on emotional labor and burnout.
Conclusions: It is expected that the moderator variables identified in this study can be used for prevention and treatment of burnout caused by emotional labor.

국문 초록 (Abstract)

본 연구의 목적은 콜센터 상담원의 감정노동과 소진의 관계에서 회복 탄력성과 사회적 지지의 조절 효과를 확인하는 것이다. 콜센터 상담원을 대상으로 한 설문조사를 통해 총 444명의 자료를 수집하였으 며, 감정노동이 소진을 예측하는지 확인하였고, 회복 탄력성과 사회적 지지의 조절효과를 탐색하였다. 연구 결과, 감정노동의 하위요인 중 내면 행위는 소진을 감소시켰고, 반대로 표면행위, 감정표현의 빈도, 다양성, 주의 정도는 소진을 증가시켰다. 조절변인인 회복 탄력성과 상사의 사회적 지지는 부분적으로 감정노동과 소진의 관계에서 완충효과가 나타났으나, 동료의 지지는 조절효과가 나타나지 않았다. 감정 노동으로 야기되는 소진에 대한 예방 및 치료를 위해 본 연구에서 확인된 조절변인을 활용할 수 있을 것으로 기대된다.

참고문헌 (Reference)

1 윤선영, "항공사 콜센터 상담원의 감정노동과 소진 및 이직의도에 관한 연구" 한국항행학회 14 (14): 1-10, 2010

2 이정현, "특수학교 교사의 심리적 소진 및 직무만족도와 회복탄력성의 관계연구" 단국대학교 대학원 2013

3 신강현, "직무탈진과 직무열의의 요구-자원 모델에서 정서노동전략의 역할 - 콜센터 상담원을 대상으로 -" 한국산업및조직심리학회 19 (19): 573-596, 2006

4 곽묘묘, "중국 통신회사 직원의 감정노동이 직무소진에 미치는 영향 : 사회적 지지의 조절효과를 중심으로" 한국산업경제학회 27 (27): 1257-1283, 2014

5 김원형, "정서노동과 직무탈진:자율성과 사회적 지지의 조절효과" 한국건강심리학회 12 (12): 905-921, 2007

6 박선애, "정서노동 전략이 직무탈진 및 직무열의에 미치는 영향: 긍정심리자본의 조절효과를 중심으로" 한국산업및조직심리학회 27 (27): 781-804, 2014

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

8 백다원, "임상간호사의 감정노동과 소진의 관계에서 사회적지지와 감성지능의 효과" 간호행정학회 18 (18): 271-280, 2012

9 최혜윤, "상담자의 완벽주의 성향, 사회적 지지와 심리적 소진" 한국건강심리학회 8 (8): 279-300, 2003

10 서영석, "상담심리 연구에서 매개효과와 조절효과 검증: 개념적 구분 및 자료 분석 시 고려 사항" 한국상담심리학회 22 (22): 1147-1168, 2010

11 권혜진, "보육교사의 정서노동과 소진 -정서적 부조화의 매개효과에 대한 탐색" 한국인간발달학회 15 (15): 93-113, 2008

12 주시각, "감정노동이 직무스트레스, 직무소진, 이직의도에 미치는 영향에 관한 연구 : 콜센터 상담사를 중심으로" 한양대학교 대학원 2013

13 정무관, "감정노동의 결과에 관한 연구 - 콜센터 종사자를 대상으로 -" 한국서비스경영학회 9 (9): 319-345, 2008

14 허창구, "감정노동과 직무소진의 관계에서 지각된 고객관련 스트레스요인의 매개효과" 한국산학기술학회 15 (15): 3524-3533, 2014

15 김인순, "간호사의 감정노동과 소진, 이직의도와의 관계에서 자기효능감과 사회적 지지의 역할" 간호행정학회 15 (15): 515-526, 2009

16 Lim CH, "study on the influence of abusive supervision of supervisors on organizational effectiveness" Chungang University 2012

17 House JS., "Work stress and social support" Addison-Wesley Pub. Co 1981

18 A. A. Grandey, "WHEN "THE SHOW MUST GO ON": SURFACE ACTING AND DEEP ACTING AS DETERMINANTS OF EMOTIONAL EXHAUSTION AND PEER-RATED SERVICE DELIVERY." Academy of Management 46 (46): 86-96, 2003

19 Robert I. Sutton, "Untangling the Relationship between Displayed Emotions and Organizational Sales: The Case of Convenience Stores" Academy of Management 31 (31): 461-487, 1988

20 Christina Maslach, "The measurement of experienced burnout" Wiley 2 (2): 99-113, 1981

21 Hochschild AR, "The managed heart: Commercialization of human feeling" University of Californian Press 1983

22 Choi YG, "The influence of emotion labor on burnout: centered on the stress coping strategy and moderating effect of social support" Kyungpook National University 2011

23 Roh HM, "The effects of emotional states and emotional intelligence on emotional labor strategies and job-related attitudes in the context of emotional labor" Kwangwoon University 2005

24 Park JH, "The Relationship between Resilience, Optimism, Positive Illusions and Psychosocial Adaptation in Broken family Adolescents." Korea University 2011

25 Hwang SW, "The Relationship between Emotional Labor Behavior and Job Burnout among Service Worker's- Moderating Effect of Leader's Emotional Leadership and Trust" Yeongnam University 2012

26 Margot Van der Doef, "The Job Demand-Control (-Support) Model and psychological well-being: A review of 20 years of empirical research" Informa UK Limited 13 (13): 87-114, 1999

27 Iplik FN, "The Effects of Emotional Labor on Job Attitudes of Hotel Employees: Mediating and Moderating Roles of Social Support and Job Autonomy" 4 (4): 175-186, 2014

28 J. Andrew Morris, "The Dimensions, Antecedents, and Consequences of Emotional Labor" Academy of Management 21 (21): 986-, 1996

29 Suniya S. Luthar, "The Construct of Resilience: A Critical Evaluation and Guidelines for Future Work" Wiley 71 (71): 543-562, 2000

30 Cohen S, "Stress, Social Support and the buffering hypothesis" 98 (98): 310-357, 1985

31 Herbert J. Freudenberger, "Staff Burn-Out" Wiley 30 (30): 159-165, 1974

32 Statistics Korea, "Social indicators in Korea" Statistics Korea 2014

33 Choi HY, "Relations between job stress, job burnout and turnover intention, in call center - focusing on moderating effect of leadership" Busan University 2010

34 Choi WS, "Predictors of Turnover Intention of Call Center Employees and Identification of Sequential Relationship between Job Burnout and Emotional labor" Daegu University 2009

35 Aiken LS, "Multiple regression: Testing and interpreting interactions" Sage 1991

36 Seligman MEP, "Learned optimism" Pocket Books 1998

37 Sim SA, "Influence of Ego-Resiliency and Social Support on the Burnout of Daycare Teachers" Sookmyung Women's University 2007

38 Susan M. Kruml, "Exploring the Dimensions of Emotional Labor" SAGE Publications 14 (14): 8-49, 2016

39 Mary Jo Bitner, "Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses" SAGE Publications 54 (54): 69-, 1990

40 Scheid TL, "Emotional labor and burnout among mental health professionals" 11 : 169-194, 1999

41 Blake E. Ashforth, "Emotional Labor in Service Roles: The Influence of Identity" Academy of Management 18 (18): 88-, 1993

42 Céleste M. Brotheridge, "Emotional Labor and Burnout: Comparing Two Perspectives of “People Work”" Elsevier BV 60 (60): 17-39, 2002

43 Grandey AA, "Emotion regulation in the workplace: A new way to conceptualize emotional labor" 5 (5): 95-110, 2000

44 Kim JY, "Effects of Tour Conductors Emotional Labor on Emotional Dissonance and Burnout-Comparison of emotional labor focused on employee and emotional labor focused on job." Keimyung University 2012

45 Cohen J, "Applied multiple regression/correlation analysis for the behavioral sciences" NJ, Erlbaum 2003

46 Korea Research Institute for Vocational Education & Training, "Analysis on Emotional Labor by Job" Korea Research Institute for Vocational Education & Training 2013

47 Donileen R. Loseke, "Actors in Search of a Character: Student Social Workers' Quest for Professional Identity" Wiley 9 (9): 245-258, 1986

48 Kim HJ, "A study on Resilience and Emotional Labor of Agents in Call Center" Kwangju Women's University 2012

49 Cohen J, "A power primer" 112 (112): 155-, 1992

50 Park JW, "A Study to Development a Scale of Social Support" Yonsei University 1985

51 Cho SE, "A Study on the Influence of the Customer Orientation and Job Satisfaction as a Result of the Consultant's Emotional Exhaustion at the Call Center" Hoseo University 2011

52 Samsung Economic Research Institute, "A Study on the Characteristics and Improvement of the Korean Service Industry" Samsung Economic Research Institute 2009

53 Cynthia L. Cordes, "A Review and an Integration of Research on Job Burnout" Academy of Management 18 (18): 621-, 1993