감정부조화의 영향과 그 조절요인에 관한 실증연구 = 직무자율성과 사회적 지원의 조절효과를 중심으로

다국어 초록 (Multilingual Abstract)

Since the concept of emotional labor was first introduced by Hochschild(1983), there have been much debate about the impacts of emotional labor. Although Hochschild`s original work has focused on the negative psychological effects of expressing emotions in order to comply with job expectations, their positive consequences have also been conceptualized and empirically found by many researchers. According to these previous researches, emotional labor can serve to facilitate task performance by providing the service worker with a means to regulate the interactions with the clients and make those interactions more predictable, and thus by providing the service employee with a sense of increased self-efficacy. On the other hand, emotional labor can become dysfunctional and detrimental for the service worker especially when dissonance between felt emotions and displayed emotions is experienced. This emotional dissonance may ultimately lead to lowered self-esteem, job burnout, and job dissatisfaction. As this, a facet of emotional labor that is of both theoretical and practical interest is that of emotional dissonance. However, most of the literature on emotional dissonance so far have conceptually dealt with its negative impacts on the employee`s psychological well-being yet to be empirically tested. In this respect, this paper is aimed to investigate empirically the consequential effects of emotional dissonance. Especially this study examined the relationships between emotional dissonance and employee`s job and organizational attitudes such as job satisfaction, organizational commitment, and intention to quit. In addition, this article tries to find the factors that can protect service employee against these negative effects of emotional dissonance. The job strain and stress researches, such as job demand-control model and the conservation of resources theory, have sought to identify the factors in the work environment or in the person that might buffer against negative stress effects. These studies have documented numerous cases in which job autonomy and social supports provided by supervisors or co-workers have been found to have a buffering effect on the stress. It has been argued that emotional labor is a source of work stress and that it taxes the psychological and physiological efforts of the service employee. So, we can expect that job autonomy and social support can also buffer and alleviate the negative effects of emotional dissonance. In this respect, this paper also tested the buffering hypotheses that job autonomy and social support will moderate the impacts of emotional dissonance on job satisfaction, organizational commitment, and intention to turnover. To test these relationships, data were collected from nurses who are working in two general hospitals in Korea. In a stage of pilot research, semi-structured interviews were executed with nurses in order to get some qualitative data about their organizations and general work environments. After that, questionnaire survey has been implemented as a main stage of research. Based on the quantitative survey data from 234 respondents, a series of hierarchical regression analyses were used for the test of hypotheses. Findings are as follows. First of all, as expected in the hypotheses, nurses`s perceived emotional dissonance was negatively related to their job satisfaction and organizational commitment, whereas it was positively related to their intention to quit. So it was confirmed in our study that emotional dissonance might explain a significant amount of variance in predicting job satisfaction, organizational commitment and turnover intention of service employee like nurses in this study. In addition, we found that social supports from supervisor and especially from co-worker played a very important role in attenuating the negative impacts of emotional dissonance on their job attitudes. But we found no interaction effect of job autonomy that was expected in the hypothese

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