직무수행 과정에서 지각된 정서적 안녕(Affective Well-Being)이 직무요구-자원 모형에서 수행하는 역할에 대한 실증연구 = An Empirical Study on the Role of Job-Related Affective Well-Being in the Context of Job Demand-Resources Model

국문 초록 (Abstract)

본 연구에서는 직무수행 과정에서 사원들이 경험하는 정서적 안녕에 영향을 미치는 선행 요인은 무엇이며, 또 이러한 정서적 안녕이 자신의 조직에 대해 갖는태도 면에는 어떠한 영향을 미치는 지를 ‘직무요구-자원 모형’의 맥락에서 실증해 보고 있다. 그간 ‘직무요구-자원 모형’을 활용하여 다양한 직무특성들과 조직구성원의 심리적 안녕간의 관계를 분석한 연구가 많이 제기되어 왔다. 하지만, 이들 연구는 대부분 직무소진 등 부정적인 차원의 심리적 안녕 변수를 결과변수로 많이 활용해 온 특징이 있다. 따라서 본 연구에서는 최근 긍정적 조직행동 논의에서 많은 관심을 끌고 있는 긍정적 정서 개념의 중요성에 착안하여, 긍정적인 차원의 심리적 안녕 변수인 사원들의 정서적 안녕 변수를 ‘직무요구-자원 모형’의 맥락에 도입해 봄으로써 그간의 연구를 보완해 보고자 시도하고 있다.
고객접점에서 근무하는 서비스직 사원 158명을 대상으로 한 설문조사 결과, 다음과 같은 분석결과를 확인할 수 있었다. 먼저, 양적인 차원의 직무요구인 업무부하는 서비스직 사원들이 직무수행과정에서 경험하는 정서적 안녕에 매우 부정적인 영향을 미치는 것을 확인하였다. 반면, 직무자율성, 분배공정성과 상호작용공정성 등 일련의 직무자원 요인들은 공히정서적 안녕과 정(+)의 영향관계에 있음이 확인되었다. 또 정서적 안녕은 조직몰입과 정(+)의 영향관계, 그리고 이직의 향과는 부(-)의 영향관계를 나타내었다. 아울러, 정서적 안녕은 업무부하로 인해 사원들이 이직의향을 갖게 되는 과정을 완전 매개하며, 분배 및 상호작용공정성 등 직무자원 요인이 조직몰입과 이직의향에 미치는 영향을 부분 매개한다는 사실이 확인되었다. 이러한 분석결과가 시사해 주는 경영관리적 함의와 향후 연구과제들이 함께 토론되었다.

다국어 초록 (Multilingual Abstract)

During past three decades, many studies which were based on the Job Demand-Control model or the Job Demands-Resources model, have shown that various job characteristics can have a profound impact on employee well-being. But the vast majority of previous studies have been restricted to a limited set of predictor variables, and have focused on negative outcome variables, including job burnout, ill health, and repetitive strain, etc.
Recently, a group of positive psychologists has given special attention on the positive aspects of people, contending that an individual's positive experiences and effects are likely to have an impact not only on their personal lives but also on their work lives. On the basis of these arguments, the field of organizational behavior has started to embrace the positive psychology movement, developing a positive approach to organizational behavior: Positive Organizational Behavior(POB). Besides, the following empirical studies have continuously reported that positive effect and positive psychological well-being of employees are positively related with various types of job attitudes and performance, including job satisfaction, creativity, problem solving, organizational commitment and so forth.
On the basis of these theoretical backgrounds, this study aims to investigate several possible job demand/resource variables in order to extend the Job Demands-Resources model, and to introduce the positive psychological indicator of employee well-being as an outcome variable to address the void in the previous job demands-resources researches. To achieve these research purposes, two demanding aspects of service job(e.g. workload, surface acting) and three kinds of job resources(e.g. job autonomy, distributive and interactional justice) were incorporated to build a research model of this study. This research also introduced job-related affective well-being of service employee which represents their job-related affective experiences. The scale of job-related affective well-being that is used in this study has some differences in contrast to the more commonly used attitudinal and/or affective scales. First of all, it measures pure job-related effect as opposed to belief-oriented or attitude-based scales generally used in job satisfaction researches. Second, it measures context-specific effect, in this case, specific affective states experienced in response to job conditions. In this respect, this is in contrast to scales such as PANAS that were developed to assess context-free emotions or emotional dispositions.
In addition, a few attitudinal variables such as organizational commitment and turnover intention are also included in the research model as dependent variables. So, one of the aims of this study is to replicate the Job Demands-Resources model using the customer-contact employees to whom emotional labor becomes a prevalent component of their jobs. Another main research question of this study is to explore the possible mediating role that job-related affective well-being of service employee may play in the relationships between the job demand/resource variables and organizational attitudes such as organizational commitment and turnover intention.
A total of 158 employees in Korean service firms participated in the study. Results showed that workload as a quantitative job demand was negatively related to job-related affective well-being of service employee, whereas three job resources influenced positively to it. But the buffering hypothesis of job resources was not supported. An employee's affective well-being was positively related to the organizational commitment, whereas it was negatively related to their intention to quit. Further, affective well-being at work mediated the relationship between workload and turnover intention of service employees.

목차 (Table of Contents)

• <초 록>
• Ⅰ. 서 론
• Ⅱ. 이론적 배경과 연구가설
• Ⅲ. 연구방법
• Ⅳ. 분석 결과
• Ⅴ. 토론 및 시사점
• 참고문헌
• ABSTRACT

참고문헌 (Reference)

1 김상희, "행복한 판매원은 더 고객지향적인가?" 한국경영학회 36 (36): 855-896, 2007

2 구재선, "행복은 심리적 자원을 형성하는가" 한국사회및성격심리학회 23 (23): 165-179, 2009

3 김주엽, "행복: 조직행동의 새로운 지평" 12 (12): 123-141, 2009

4 김상희, "판매원의 감정부조화와 심리적·행동적 반응의 관계: 감정지능과 사회적 지원의 조절효과를 중심으로" 한국경영학회 37 (37): 989-1038, 2008

5 박상언, "직무요구와 직무소진(Job Burnout) 그리고 조직공정성 요인간의 관계에 관한 연구" 한국경영학회 35 (35): 367-388, 2006

6 이지영, "조직에서의 긍정 심리학의 적용: 긍정 조직학의 현주소와 지향점" 한국산업및조직심리학회 21 (21): 677-703, 2008

7 이동섭, "긍정심리학의 응용을 통한 인사조직연구의 새로운 접근" 한국인사조직학회 17 (17): 307-339, 2009

8 임창희, "감정노동 작업장에서의 유머와 신뢰의 역할: 직무요구-자원 모형의 확장" 한국인사관리학회 33 (33): 111-143, 2009

9 박상언, "‘직무자원’으로서의 신뢰(Trust)의 효과: 사무관리직 노동자들을 대상으로" 한국산업노동학회 13 (13): 53-81, 2007

10 Bakker, A. B., "Work engagement : An emerging concept in occupational health psychology" 22 (22): 187-200, 2008

11 Myers, D. G., "Who is happy?" 6 : 10-19, 1995

12 Grandey, A. A., "When"the show must go on" : Surface and deep acting as determinants of emotional exhaustion and peer-rated service delivery" 46 : 86-96, 2003

13 Fredrickson, B. L., "What good are positive emotions in crises? A prospective study of resilience and emotions following the terrorist attacks on the United States on September 11th, 2001" 84 : 365-376, 2003

14 Thoits, P. A., "Volunteer work and well-being" 42 (42): 115-131, 2001

15 Bakker, A. B., "Using the job demand resources model to predict burnout and performance" 43 : 83-104, 2004

16 Van Katwyk, P. T., "Using the Job-related Affective Well-being Scale(JAWS)to investigate affective responses to work stressors" 5 (5): 219-230, 2000

17 de Boer, E. M., "Unfairness at work as a predictor of absenteeism" 23 : 181-197, 2002

18 Fineman, S., "Understanding emotion at work" Sage 2003

19 McGee, G. W., "Two(or More?)Dimensions of Organizational Commitment : Reexamination of the Affective and Continuance Commitment Scales" 72 : 638-642, 1987

20 Luthans, F., "The “point” of positive organizational behavior" 30 : 291-307, 2009

21 Romero, E. J., "The use of humor in the workplace" 20 : 58-69, 2006

22 Wright, T. A., "The role of psychological well-being in job performance : A fresh look at an age-old quest" 33 (33): 338-351, 2004

23 Fredrickson, B. L., "The role of positive emotions in positive psychology" 56 : 218-226, 2001

24 Seo, M., "The role of affective experience in work motivation" 29 (29): 423-439, 2004

25 Halbesleben, J. R. B., "The relative roles of engagement and embeddedness in predicting job performance and intention to leave" 22 (22): 242-256, 2008

26 Luthans, F., "The need for and meaning of positive organizational behavior" 23 : 695-706, 2002

27 Baron, R. M., "The moderator-mediator variable distinction in social psychological research : Conceptual, strategic, and statistical considerations" 51 (51): 1173-1182, 1986

28 Demerouti, E., "The loss spiral of work pressure, work-home interference and exhaustion : Reciprocal relations in a three-wave study" 64 : 131-149, 2004

29 Van der Doef, M., "The job demand-control(-support) model and psychological well-being: A review of 20 years of empirical research" 13 (13): 87-114, 1999

30 Morris, J. A., "The dimensions, antecedents, and consequences of emotional labor" 21 : 986-1000, 1996

31 Wall, T. D., "The demandscontrol model of job strain : A more specific test" 69 : 153-166, 1996

32 Lyubomirsky, S., "The benefits of frequent positive affect : Does happiness lead to success?" 131 : 803-855, 2005

33 Thorensen, C. J., "The affective underpinnings of job perceptions and attitudes: A metaanalyticreview and integration" 129 (129): 914-945, 2003

34 de Lange, A. H., "The Very Best of Millennium: Longitudinal Research and the Demand-Control-(Support) Model" 8 : 282-305, 2003

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

36 Bakker A. B., "The Job Demands-Resources model: state of the art" 22 (22): 309-328, 2006

37 Hakanen, J. J., "The Job Demands-Resources model: A three-year cross-lagged study of burnout, depression, commitment, and work engagement" 22 (22): 224-241, 2008

38 Demerouti, E., "The Job Demands-Resources model of burnout" 86 (86): 499-512, 2001

39 Ashkanasy, N. M., "The Effect of Affect in Organizational Settings" Elsevier 2005

40 Llorens, S., "Testing the robustness of the Job Demands-Resources model" 13 : 378-391, 2006

41 Diener, E., "Subjective well-being: Three decades of progress" 125 (125): 276-302, 1999

42 Diener, E., "Subjective well-being : The science of happiness and a proposal for a national index" 55 : 34-43, 2000

43 Diener, E., "Subjective well-being" 95 (95): 542-575, 1984

44 Cohen, S., "Stress, social support, and the buffering hypothesis" 98 : 310-357, 1985

45 Frese, M., "Social support as a moderator of the relationship between work stressors and psychological dysfunctioning : A longitudinal study with objective measures" 4 (4): 179-192, 1999

46 de Lange, A. H., "Should I stay or should I go? Examining longitudinal relations among job resources and work engagement for stayers versus movers" 22 (22): 201-223, 2008

47 Griffeth, , R. W., "Retaining valued employees" Sage Publications 2001

48 Thompson, C. A., "Relationships among organizational family support, job autonomy, perceived control, and employee well-being" 10 (10): 100-118, 2005

49 Moorman, R. H., "Relationship between organizational justice and organizational citizenship behavior : Do fairness perceptions influence employee citizenship?" 76 : 845-855, 1991

50 Wright, T. A., "Psychological well-being and job satisfaction as predictors of job performance" 5 (5): 84-94, 2000

51 Ong, A. D., "Psychological resilience, positive emotions, and successful adaptation to stress in later life" 91 : 730-749, 2006

52 Seligman, M. E. P., "Positive psychology, positive prevention, and positive therapy, In Handbook of Positive Psychology, 1" Wiely 3-9, 2002

53 Bakker, A. B., "Positive organizational behavior : Engaged employees in flourishing organizations" 29 : 147-154, 2008

54 Luthans, F., "Positive organizational behavior : Developing and managing psychological strengths" 16 (16): 57-72, 2002

55 Fredrickson, B. L., "Positive emotions, In Handbook of Positive Psychology" Oxford Univ. Press 120-134, 2005

56 Bakker, A. B., "Patients demands, lack of reciprocity, and burnout : A five year longitudinalstudy among general practitioners" 21 : 425-441, 2000

57 Greenberg, J., "Organizational Justice: Yesterday, Today, and Tomorrow" 16 : 399-432, 1990

58 Brief, A. P., "Organizational Behavior: Affect in the workplace" 53 : 279-307, 2002

59 Cook, J., "New Work Attitude Measures of Trust, Organizational Commitment and Personal Need Nonfulfillment" 53 : 39-52, 1980

60 Aiken, L. S., "Multiple regression: Testing and interpreting interactions" Sage 1991

61 Bakker, A. B., "Job resources buffer the impact of job demands on burnout" 10 (10): 170-180, 2005

62 Karasek, R. A., "Job demands, job decision latitude, and mental strain: Implications for job redesign" 24 : 285-311, 1979

63 Schaufeli, W. B., "Job demand, job resources, and their relationship with burnout and engagement : A multi-sample study" 25 : 293-315, 2004

64 Siegrist, J., "Job control and reward: Effects on well-being, In The Oxford Handbook of Organizational Well-Being" Oxford Univ. Press 109-132, 2009

65 de Jonge, J., "Job characteristics and employee wellbeing : A test of Warr’s Vitamin Model in health care workers using structural equation modeling" 19 : 387-407, 1998

66 Sheldon, K. M., "It’s not just the amount that counts : Balanced need satisfaction also affects well-being" 91 (91): 331-341, 2006

67 Bies, R. J., "Interactional justice: Communication criteria of fairness, In Research in Negotiations in Organizations, 1" JAI Press 43-55, 1986

68 Masterson, S. S., "Integrating justice and social exchange : The differing effects of fair procedures and treatment on work relationships" 43 (43): 738-748, 2000

69 Korczynski, M., "Human resource management in service work" Palgrave MacMillan 2002

70 Karasek, R. A., "Healthy Work: Stress, Productivity, and the Reconstruction of Working Life" Basic Books 1990

71 Price, J. L., "Handbook of Organizational Measurement" Pitman Publishing Inc 1986

72 Brown, K. W., "Fostering healthy self-regulation from within and without: A self-determination theory perspective, In Positive Psychology in Practice" Wiley 105-124, 2004

73 Dunn, J. R., "Feeling and believing: The influence of emotion on trust" 88 : 736-748, 2005

74 Janssen, O., "Fairness perceptions as a moderator in the curvilinear relationships between job demands, and job performance and job satisfaction" 44 : 1039-1050, 2001

75 Van den Broeck, A., "Explaining the relationships between job characteristics, burnout, and engagement: The role of basic psychological need satisfaction" 22 (22): 277-294, 2008

76 Staw, B. M., "Employee positive emotion and favorable outcomes at the workplace" 5 : 51-71, 1994

77 Ashforth, B. E., "Emotions in the workplace: A reappraisal" 48 : 97-125, 1995

78 Muchinsky, P. M., "Emotions in the workplace : The neglect of organizational behavior" 21 : 801-805, 2000

79 Van Dijk, P. A., "Emotional labour and negative job outcomes : An evaluation of the mediating role of emotional dissonance" 12 (12): 101-115, 2006

80 Brotheridge, C. M., "Emotional labor and burnout: Comparing two perspectives of people work?" 60 : 17-39, 2002

81 Abraham, R., "Emotional dissonance in organizations : Antecedents, consequences and moderators" 124 : 229-246, 1998

82 Zapf, D., "Emotion work and psychological strain : A review of the literature and some conceptual considerations" 12 : 237-268, 2002

83 Gooty, J., "Emotion research in OB : The challenges that lie ahead" 30 : 833-838, 2009

84 Karl, K. A., "Does workplace fun buffer the impact of emotional exhaustion on job dissatisfaction? : A study of health care workers" 7 (7): 128-137, 2006

85 Van Yperen, N. W., "Do high job demands increase intrinsic motivation or fatigue or both? The role of job control and job social support" 46 (46): 339-348, 2003

86 Hackman, J. R., "Development of the Job Diagnostic Survey" 60 : 159-170, 1975

87 Spector, P. E., "Development of four self-report measures of job stressors and strain : Interpersonal Conflict at Work Scale, Organizational Constraints Scale, Quantitative Workload Inventory, and Physical Symptoms Inventory" 3 : 356-369, 1998

88 이정연, "Common method biases in behavioral research: A critical review of the literature and recommended remedies" AMER PSYCHOLOGICAL ASSOC 88 (88): 879-903, 200310

89 Konovsky, M. A., "Citizenship behavior and social exchange" 37 (37): 656-669, 1994

90 Hakanen, J. J., "Burnout engagement among teachers" 43 : 495-513, 2006

91 Bakker, A. B., "Burnout contagion processes among teachers" 30 : 289-308, 2000

92 Miles, D. E., "Building an integrative model of extra role work behaviors : A comparison of counterproductive work behavior with organizational citizenship behavior" 10 : 51-57, 2002

93 Judge, T. A., "Affect, satisfaction and performance, In Research Companion to Emotion in Organizations" Edward Elgar Publishing 136-169, 2008

94 Amabile, T. M., "Affect and creativity at work" 50 : 367-403, 2005

95 de Rijk, Le Blanc, P. M., "Active coping and need for control as moderators of the job-demand-control model : Effects on burnout" 71 : 1-18, 1998

96 Chau, S. L., "A predictive study of emotional labor and turnover" 30 : 1151-1163, 2009

97 de Jonge, J., "A critical examination of the demandcontrol- support model from a work psychological perspective" 4 : 235-258, 1997

98 Spector, P. E., "A control theory of the job stress process" OxfordUniv. Press 153-169, 1998

99 Meyer, J. P., "A Three-Component Conceptualization of Organizational Commitment" 1 : 61-89, 1991