감정조절전략이 조직시민행동에 미치는 차별적 효과:직무소진의 매개효과를 중심으로

다국어 초록 (Multilingual Abstract)

The purpose of this study is to examine whether emotional regulation strategy
(surface acting, deep acting) have a differential effect on employee’s burnout and
organizational citizenship behavior and to investigate the mediating effects of burnout
in the relationship between emotional regulation strategy and organizational citizen-
ship behavior. To empirically test these relationships, data were collected from 470 respondents
who interacted with customers in the service sector. In particular, we examined two aspects of burnout: emotional exhaustion and depersonalization. To test the hypotheses, a series of hierarchical regressions were used.
Findings are as follows. First, surface acting increases burnout whereas deep acting decreases burnout. Also, it was confirmed that surface acting decreases organizational citizenship behavior, whereas deep acting increases organizational citizenship behavior. Second, the mediating effect of burnout in the relationship
between emotional labor (surface acting, deep acting) and organizational citizenship
behavior has been supported, although only through depersonalization aspect ofburnout. While surface acting increased depersonalization, resulting in reducedoganizational citizenship behavior, deep acting decreased depersonalization whichresulted in increased organizational citizenship behavior. Contrary to prior study,
the effect of emotional exhaustion on organizational citizenship behavior did not
show statistically significant result.Managerial implications and limitations are presented in the discussion.

참고문헌 (Reference)

1 김상희, "판매원의 감정지능과 탈진감 및 고객 지향적 판매행동의 관계에 관한 연구" 韓國經營學會 경영학연구 35 (1) : 183 ~ 225, 2006

2 김일성, "직무스트레스 요인과 감정노동의 직무만족과의관계에서 직무소진의 매개 효과 및 사회적 지원의조절 효과 연구" 인적자원개발연구 15 (2) : 1 ~ 36, 2012

3 김경석, "조직시민행동의 하위차원에 대한 고찰-연역적 분류틀의 정립을 위한 탐색적 연구-" 조직과 인사관리연구 30 (1) : 143 ~ 171, 2006

4 이동명, "정서노동과 소진의 관계에서 정서부조화의 매개효과" 조직과 인사관리연구 31 (3) : 131 ~ 153, 2007

5 김영조, "서비스 직원의 감정노동 수행과 직무소진의 관계에 관한 연구" 조직과 인사관리연구 32 (3) : 95 ~ 128, 2008

6 홍세희, "구조방정식모형의 다양한 모형" S&M 리서치그룹, 고급연구 방법론워크샵, 2011

7 박상언, "감정표현요구와 감정부조화, 그리고 심리적 반응 간의 관계에 관한 연구" 조직과 인사관리연구 32 (1) : 25 ~ 53, 2008

8 박상언, "감정부조화와 감성지능이 서비스직 사원의 비과업행동에 미치는 영향" 경영학연구 39 (4) : 963 ~ 994, 2010

9 임효창,정무관,최항석, "감정노동의 결과에 관한 연구 -콜센터종사자를 대상으로-" 서비스경영학회지 9 (2) : 319 ~ 345, 2008

10 한진환, "감정노동과 조직시민행동간 조직지원의 조절효과" 인적자원관리연구 19 (2) : 83 ~ 102, 2012

11 장재규,장재규, "감정노동(emotional labor)의 역동성에 관한 연구" 高麗大學校 大學院 고려대학교, 2011

12 임창희, "감정노동 작업장에서의 유머와 신뢰의 역할: 직무요구-자원 모형의 확장" 조직과 인사관리연구 33 (2) : 111 ~ 143, 2009

13 Montgomery, A. J., "Work-family interference, emotional labor and burnout" Journal of Managerial Psychology 21 (1) : 36 ~ 51, 2006

14 Grandey, A. A., "When the Show Must Go On: Surface Acting and Deep Acting as Determinants of Emotional Exhaustion and Peer-rated Service Delivery" Academy of Management Journal 46 (1) : 86 ~ 96, 2003

15 Bakker, A. B., "Using the job demands resources model to predict burnout and performance" Human Resource Management 43 (1) : 83 ~ 104, 2004

16 Diefendorff, J. M., "Understanding the emotional labor Process: A Control theory Perspective" Journal of Organizational Behavior 24 (8) : 945 ~ 959, 2003

17 Colquitt, J. A., "Trends in theory building and theory testing: A five-decade study of the Academy of Management Journal" Academy of Management Journal 50 (6) : 1281 ~ 1303, 2007

18 Silvestro, R., "Towards a Classification of Service Processes" International Journal of Service Industry Management 3 (3) : 62 ~ 75, 1992

19 Cropanzano, R., "The relationship of emotional exhaustion to work attitudes, job performance and organizational citizenship behaviors" Journal of Applied Psychology 88 (1) : 160 ~, 2003

20 Baron, R. M., "The moderator-mediator variable distinction in social psychological research, Conceptual, strategic, and statistical considerations" Journal of Personality and Social Psychology 51 (6) : 1173 ~ 1182, 1986

21 Maslach, C., "The measurement of experienced burnout" Journal of Organizational Behavior 2 (2) : 99 ~ 113, 1981

22 Ilies, R., "The interactive effects of personal traits and experienced states onintra individual patterns of citizenship behavior" Academy of Management Journal 49 (3) : 561 ~ 575, 2006

23 Morris, J. A., "The dimensions, Antecedents, and Consequences of Emotional Labor" Academy of Management Review : 986 ~ 1010, 1996

24 Diefendorff, J. M., "The dimensionality and antecedents of emotional labor strategies" Journal of Vocational Behavior 66 (2) : 339 ~ 357, 2005

25 Hochschild, A. R., "The Managed Heart: Commercialization of Human Feeling" University of California Press, 1983

26 Gross, J. J., "The Emerging Field of Emotion Regulation : An Integrative Review" Review of General Psychology 2 (3) : 271 ~, 1998

27 Kiffin-Petersen, S. A., "The Big Five, Emotional Exhaustion and Citizenship Behaviors in Service Settings: The Mediating Role of Emotional Labor" Personality and Individual Differences 50 (1) : 43 ~ 48, 2011

28 Moorman, R. H., "Relationship between organizational justice and organizational citizenship behaviors: Do fairness perceptions influence employee citizenship?" Journal of Applied Psychology 76 (6) : 845 ~ 855, 1991

29 Van Maanen, J., "Real feelings: Emotional Expression and Organizational Culture" Research in Organizational Behavior 11 : 43 ~ 103, 1989

30 Borman, W. C., "Personnel Selection in Organizations" Jossey-Bass : 71 ~ 98, 1993

31 O’Reilly, C. A., "People and Organizational Culture : A Profile Comparison Approach to Assessing Person-Organization Fit" Academy of management journal 34 (3) : 487 ~ 516, 1991

32 Lee, K., "Organizational citizenship behavior and workplace deviance : The role of affect and cognitions" Journal of Applied Psychology 87 (1) : 131 ~, 2002

33 Brief, A. P., "Organizational behavior: Affect in the workplace" Annual review of psychology 53 (1) : 279 ~ 307, 2002

34 Schnake, M., "Organizational Citizenship: A Review, Proposed Model, and Research Agenda" Human Relations 44 (7) : 735 ~ 759, 1991

35 Grandey, A. A., "Must service with a smile. Be stressful? The moderating role of personal control for American and French employees" Journal of Applied Psychology 90 (5) : 893 ~ 904, 2005

36 Hair, J. F., "Multi-Variate Data Analysis" Prentice Hall, 1995

37 Salami, S. O., "Moderating effect of emotional intelligence on the relationship between emotional labour and organizational citizenship behavior" European Journal of Social Science 5 (2) : 142 ~ 150, 2007

38 Maslach, C., "Maslach Burnout Inventory Manual" Consult. Psychol. Press, 1996

39 Wharton, A. S., "Managing emotions on the job and at home:Understanding the consequences of multiple emotional roles" Academy of Management Review 18 (3) : 457 ~ 486, 1993

40 Morris, J. A., "Managing emotions in the workplace" Journal of managerial issues 9 (3) : 257 ~ 274, 1997

41 Kim, H. J., "Hotel service provider's emotional labor : The antecedents and effects on burnout" International Journal of Hospitality Management 27 (2) : 151 ~ 161, 2008

42 Allen, J. A., "Following Display Rules in Good or Bad Faith? : Customer Orientation as a Moderator of the Display Rule-Emotional Labor Relationship" Human Performance 23 (2) : 101 ~ 115, 2010

43 Rafaeli, A., "Expression of Emotion as Part of the Work Role" Academy of Management Review 12 (1) : 23 ~ 37, 1987

44 Kruml, S. M., "Exploring the Dimensions of Emotional Labor: The Heart of Hochschild's Work" Management Communication Quarterly 14 (1) : 8 ~ 49, 2000

45 Mulaik, A. A., "Evaluation of goodness-of-fit indices for structural equation modeling" Psychological Bulletin 105 (3) : 430 ~ 445, 1989

46 Mowday, R. T., "Employee-organization linkages; The psychology of commitment, absenteeism and turnover" Academic press, 1982

47 Ashforth, B. E., "Emotional labor in service roles: The influence of identity" Academy of Management Review 18 (1) : 88 ~ 115, 1993

48 Brotheridge, C. M., "Emotional labor and burnout: Comparing two perspectives of “people work.”" Journal of Vocational Behavior 60 (1) : 17 ~ 39, 2002

49 Othman, A. K., "Emotional Intelligence, Emotional Labour and Work Effectiveness in Service Organizations: A Proposed Model" Vision: The Journal of Business Perspective 12 (1) : 31 ~ 42, 2008

50 Goldman, "Emotional Intelligence" Bantman Books, 1996

51 Wright, T. A., "Emotional Exhaustion as a Predictor of Job Performance and Voluntary Turnover" Journal of Applied Psychology 83 (3) : 486 ~ 493, 1998

52 Hochschild, A. R., "Emotion work, feeling rules, and social structure" American Journal of Sociology 85 (3) : 551 ~ 575, 1979

53 Grandey, A. A., "Emotion Regulation in the Workplace : A New Way to Conceptualize Emotional Labor" Journal of Occupational Health Psychology 5 (1) : 95 ~ 110, 2000

54 Ho, W., "Effects of job rotation and role stress among nurses on job satisfaction and organizational commitment" BMC Health Services, Research 9 (8) : 1 ~ 10, 2009

55 Goldberg, L. S., "Display rules versus display autonomy : Emotion regulation, emotional exhaustion, and task performance in a call center simulation" Journal of Occupational Health Psychology 12 (3) : 301 ~, 2007

56 Brotheridge, C. M., "Development and validation of the emotional labour scale" Journal of Occupational and Organizational Psychology 76 (3) : 365 ~ 379, 2003

57 Bolino, M. C., "Citizenship and Impression Management : Good Soldiers or Good Actors?" Academy of Management Review 24 (1) : 82 ~ 98, 1999

58 Scott, B. A., "Chameleonic or consistent? A multilevel investigation of emotional labor variability and self-monitoring" Academy of management journal 55 (4) : 905 ~ 926, 2012

59 Kruml, S. M., "Catching fire without burning out: Is there an ideal way to perform emotional labor" Emotions in the workplace, Research, theory, and practice : 177 ~ 188, 2000

60 Miles, D. E., "Building an integrative model of extra role work behaviors: A comparison of counterproductive work behavior with organizational citizenship behavior" International Journal of Selection and Assessment 10 (1) : 51 ~ 57, 2002

61 Hennig-Thurau, T., "Are all smiles created equal? How emotional contagion and emotional labor affect service relationships" Journal of Marketing 70 (3) : 58 ~ 73, 2006

62 Walkey, F. H., "An exhaustive examination of the replicable factor structure of the Maslach Burnout Inventory" Educational and Psychological Measurement 52 (2) : 309 ~ 323, 1992

63 Spector, P. E., "An emotion-centered model of voluntary work behavior: Some parallels between counterproductive work behavior and organizational citizenship behavior" Human Resource Management Review 12 (2) : 269 ~ 292, 2002

64 Podsakoff, P. M., "A second generation measure of organizational citizenship behavior" Indiana University, 1989

65 Cordes, C. L., "A review and an integration of research on job burnout" Academy of Management Review 18 (4) : 621 ~ 656, 1993

66 Scott, B. A., "A multilevel field investigation of emotional labor, affect, work withdrawal, and gender" Academy of Management Journal 54 (1) : 116 ~ 136, 2011

67 Lee, R. T., "A meta analytic examination of the correlates of the three dimensions of job burnout" Journal of applied Psychology 81 (2) : 122 ~ 133, 1996

68 Organ, D. W., "A Meta-Analttic Review of Attitudinal and Dispositional of Organizational Citizenship Behavior" Personnel Psychology 48 (4) : 775 ~ 802, 1995