상사에 대한 정서노동이 직무탈진과 직무열의에 미치는 영향: 조직지원인식의 조절효과 = The effect of subordinate’s emotional labor on job burnout and job engagement: the moderating effect of perceived organizational support

국문 초록 (Abstract)

본 연구에서는 정서노동 연구의 대상을 기존의 외부고객에서 내부고객으로 확장하여 상사에 대한 정서노동(표면행동, 내면행동)이 직무탈진과 직무열의에 어떠한 영향을 미치는지 알아보고, 정서노동과 각 각의 직무관련 태도 준거 간 관계에서 조직지원인식의 조절효과 여부를 확인하고자 하였다. 이를 위해 국내 다양한 직종의 종사자 547명을 대상으로 온라인 설문조사를 실시하였고, 불성실한 응답자 52명을 제외한 495명의 자료가 분석에 사용되었다. 연구결과, 표면행동은 직무탈진에 정적으로 유의한 영향을 미쳤고, 직무열의에는 부적으로 유의한 영향을 미치는 것으로 나타났다. 반면 내면행동은 직무탈진에 통계적으로 유의한 영향을 미치지 않았으나, 직무열의에는 정적으로 유의한 영향을 미쳤다. 한편, 조직지원인식의 조절효과는 표면행동과 직무탈진 간 정적인 관계를 완화하였고, 내면행동과 직무열의 간의 정적인 관계를 강화하는 것으로 나타났다. 마지막으로 본 연구의 시사점과 제한점, 그리고 향후 연구방향을 제안하였다.

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