표면행위의 감정노동이 심리적 웰빙에 미치는 영향: 조직기반자긍심의 매개효과와 TMX의 조절효과를 중심으로

다국어 초록 (Multilingual Abstract)

The recent proliferation of non-face-to-face services and the rise of platform labor have led to a growing social interest in emotional labor. Emotional labor is a core characteristic of the work process, requiring interaction with customers. Workers performing emotional labor are forced to conceal their inner feelings and externally express the emotions required by the organization, placing them in a state of emotional dissonance. Therefore this study investigates how emotional labor's surface acting impacts service workers' psychological well-being, mediated by organization-based self-esteem (OBSE), and moderated by team-member exchange (TMX). Analyzing 336 service workers, findings confirm surface acting negatively affects psychological well-being and OBSE. Higher OBSE, in turn, positively influences psychological well-being. A pivotal discovery is TMX's paradoxical moderating role: high TMX intensifies surface acting's negative effect on OBSE. This suggests strong team cohesion can amplify the perceived cost of emotional dissonance, hurting organizational pride and subsequently psychological well-being. The study underscores surface acting's complex psychological toll beyond individual well-being to organizational identification, advocating for nuanced emotional labor management and a careful approach to team support systems.