감정표현규칙 인식, 감정규율전략, 직무만족 및 직무불안 사이 관계에 대한 연구

국문 초록 (Abstract)

본 연구는 감정표현규칙 인식이 직무만족 및 직무긴장에 어떠한 과정을 거쳐 영향을 미치는지 파악하는 것을 목적으로 한다. 이를 위해 통제 이론을 이론적 기반으로 하여 연구 모형을 제시한다. 연구 모델에 의하면, 종업원들이 감정표현규칙을 인식하면, 그 감정표현규칙에 부응하는 감정을 표현하기 위해 여러 상이한 감정규율전략(즉, 표면적 행위, 심층적 행위, 순수감정표현)을 사용한다. 하지만, 어떠한 감정규율전략을 사용했느냐에 따라 종업원 자신이 느끼는 직무만족이나 직무불안이 달라진다. 이때, 종업원들의 고객서비스에 대한 몰입 정도에 따라 그들이 사용하는 감정규율전략의 정도가 달라진다. 연구 결과에 의하면, 감정표현규칙 인식은 표면적 행위, 심층적 행위, 순수감정표현과 모두 긍정적(+)으로 관련되어 있다. 표면적 행위는 직무긴장과 긍정(+)의 관련성을 갖고 있는 반면, 심층적 행위와 순수감정표현은 직무만족과는 긍정(+)의 관련성을 갖고 직무긴장과는 부정(-)의 관련성을 갖고 있는 것으로 나타났다. 이때, 표면적 행위, 심층적 행위, 순수감정표현은 감정표현 규칙 인식과 직무만족 및 직무긴장 사이를 완전히 매개한다. 또한 고객서비스에 대한 몰입은 감정표현규칙 인식과 표면적 행위 사이를 부정적(-)으로 조절하는 반면에, 감정표현규칙 인식과 심층적 행위 사이 그리고 감정표현규칙 인식과 순수감정표현 사이를 긍정적(+)으로 조절하는 것으로 나타났다. 본 연구 결과에 대한 함의 및 한계는 논의에서 다루어진다.

다국어 초록 (Multilingual Abstract)

The aim of this study is to explore the process by which perceptions of emotional display rules affect job satisfaction and job-induced tension. The research model is presented on the basis of control theory. According to the research model, when employees perceive emotional display rules, in order to meet the rules, they engage in several different emotional labor strategies such as surface acting, deep acting, and expression of naturally felt emotions. The different strategies employees use affect their job satisfaction and job-induced tension differently. However, employees’ commitment to customer service moderates the relationship between perceptions of emotional display rules and emotional labor strategies. The results show that perceptions of emotional display rules are positively related to surface acting, deep acting, and expression of naturally felt emotions. In turn, surface acting is positively related to job-induced tension. Deep acting and expression of naturally felt emotions are positively related to job satisfaction and negatively related to job-induced tension. Here, three different emotional labor strategies appeared to fully mediate the relationship between perceptions of emotional display rules and job satisfaction/job-induced tension. Commitment to customer service negatively moderated the relationship between perceptions of emotional display rules and surface acting, but it positively moderated the relationship between perceptions of emotional display rules and deep acting as well as the relationship between perceptions of emotional display rules and expression of naturally felt emotions. Some implications for the results are discussed.

목차 (Table of Contents)

• Ⅰ. 서론
• Ⅱ. 이론적 배경과 가설 설정
• Ⅲ. 연구 방법
• Ⅳ. 분석 절차 및 연구 결과
• Ⅴ. 논의
• 참고문헌
• abstract

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