감정노동, 직무소진, 조직냉소주의의 관계에서 회복탄력성의 역할: 고용센터 종사자를 대상으로 = The Role of Resilience in the Relationship Between Emotional Labor, Job Burnout, and Organizational Cynicism: A Study of Employment Center Workers

다국어 초록 (Multilingual Abstract)

This study examines, in a public employment-service context, the pathway from emotional labor to organizational cynicism via job burnout and investigates how resilience operates within this process through paradoxical moderation and moderated mediation. Survey data were collected from 608 employment service officers, and analyses using SPSS 29.0 and the PROCESS Macro revealed three main findings. First, emotional labor significantly increased both job burnout and organizational cynicism. Second, job burnout partially mediated the relationship between emotional labor and organizational cynicism, supporting the mechanism whereby sustained conformity to emotional display rules depletes affective resources and, in turn, fosters cynicism. Third, resilience functioned not as a buffer but as an amplifying moderator on the emotional labor → burnout link; consequently, the indirect effect of emotional labor on organizational cynicism via burnout was significantly stronger at higher levels of resilience, indicating a moderated mediation pattern.
These results extend the boundary conditions of the Job Demands–Resources (JD-R) and Conservation of Resources (COR) frameworks by demonstrating that, in high emotional-demand contexts, resilience—typically viewed as a positive psychological resource—can catalyze over-adaptation and over-commitment, thereby accelerating cumulative resource loss. Practically, the findings underscore the limitations of stress-management interventions focused solely on individual capacity building. Organizations should align rewards with emotional labor intensity, guarantee recovery time and job rotation, institute supervision and peer support, and embed structural resources such as psychological safety mechanisms and early warning systems for overload. In parallel, during digital transformation and the introduction of counseling-support technologies, work should be redesigned to redistribute counselors’ emotional burdens, and monitoring systems should be established for emerging emotion-demand patterns in hybrid human–AI interactions.