서비스 직원의 감정노동 수행과 직무소진의 관계에 관한 연구

다국어 초록 (Multilingual Abstract)

  This paper is aimed to examine two different types of emotional labor and their impacts on the job burnout of service employees. In addition, this paper tests the buffering hypothesis that social support will moderate the impact of emotional labor on job burnout. Data were collected from 220 service employees of 8 companies. The participants included four occupational groups of customer-contact employees including bank tellers, hotel service-employees, call-center operators, and department store salesclerks.<BR>  The result showed significant occupational differences in the use of two types of emotional labor - surface acting and deep acting - and the level of job burnout. Second, two types of emotional labor had different impacts on job burnout. The use of deep acting significantly lowered the experience of job burnout, whereas surface acting significantly increased it. Third, the buffering hypothesis of social support was not supported. Only supervisor"s support had a direct negative impact on job burnout. The implications of these findings and the future research direction were discussed.

참고문헌 (Reference)

1 조임현, "호텔종업원의 소진에 관한 연구" 22 (22): 277-294, 1999

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

3 박상언, "직무요구-통제 모형에 의한 간호사의 소진(Burnout)에 관한 연구" 한국병원경영학회 11 (11): 32-60, 2006

4 신강현, "일반직 종사자를 위한 직무 소직 척도(MBI-GS)에 대한 타당화 연구" 한국산업및조직심리학회 16 (16): 1-17, 2003

5 안선희, "영아 및 유아 보육교사의 개인적 특성, 근무여건, 사회적 지지가 소진에 미치는 영향" 한국열린유아교육학회 12 (12): 147-164, 2007

6 장민경, "서비스 직원의 감정부조화가 부정적 직무성향에 미치는 영향" 세종대학교 대학원 2005

7 유성경, "상담환경의 위험요소, 지각된 사회적 지지가 상담자의 심리적 소진에 미치는 영향" 한국상담심리학회 14 (14): 389-400, 2002

8 권이경, "상담종결경험, 사회적 지지, 자기효능감이 놀이치료자의 심리적 소진에 미치는 영향" 한국놀이치료학회 8 (8): 1-15, 2005

9 최혜윤, "상담자의 완벽주의 성향, 사회적 지지와 심리적 소진" 한국건강심리학회 8 (8): 279-300, 2003

10 박재순, "병원 근무 간호사의 소진과 영향요인" 8 (8): 550-558, 2002

11 유정이, "교육환경의 위험요소와 사회적 지지가 초등학교 교사의 심리적 소진에 미치는 영향" 한국초등교육학회 15 (15): 315-328, 2002

12 김상표, "개인 특성, 고객과의 상호작용 특성 그리고 관리기제가 감정노동 수행전략에 미치는 효과" 한국경영학회 36 (36): 355-384, 2007

13 김우진, "감정적 부조화가 직무만족과 정신적 고갈에 미치는 영향" 서강대학교 대학원 1999

14 김민주, "감정노동의 결과에 대한 한국과 미국간의 비교연구- 호텔종업원의 감정노동과 직무스트레스와의 관계를 중심으로 -" 한국호텔외식경영학회 15 (15): 35-57, 2006

15 윤세준, "감정노동: 조직의 감정표현 규범에 관한 질적 연구" 6 (6): 215-254, 2000

16 Kirmeyer, S.L., "Work Load, Tension, and Coping: Moderating Effects of Supervisor Support" 41 : 125-139, 1988

17 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

18 Bakker, A.B, "Using a Job Demand Resources Model to Predict Burnout and Performance" 43 (43): 83-104, 2004

19 Jackson, S.E, "Toward an Understanding of the Burnout Phenomenon" 71 (71): 630-640, 1986

20 Demerouti, E., "The job Demands-Resources Model of Burnout" 86 (86): 499-512, 2001

21 Maslach, C., "The Measurement of Experienced Burnout" 2 : 99-113, 1981

22 Hochschild, A.R., "The Managed Heart: The Commercialization of Human Feelings" Univ. of California Press 1983

23 Stetz, T.A, "The Importance of Self-Efficacy in the Moderating Effects of Social Support on Stressor-Strain Relationships" 20 (20): 49-59, 2006

24 Leiter, M.P., "The Impact of Interpersonal Environment on Burnout and Organizational Commitment" 9 (9): 297-308, 1988

25 Abraham, R., "The Impact of Emotional Dissonance on Organizational Commitment and Intention to Turnover" 133 (133): 441-455, 1999

26 Morris, J.A., "The Dimensions, Antecedents, and Consequences of Emotional Labor" 21 (21): 986-1010, 1996

27 Diefendorff, J.M, "The Dimensionality and Antecedents of Emotional Labor Strategies" 66 : 339-357, 2005

28 Wright, T.A., "The Contribution of Burnout to Work Performance" 18 : 491-499, 1997

29 Wharton, A.S., "The Affective Consequences of Service Work: Managing Emotions on the Job" 20 (20): 205-232, 1993

30 Cohen, S., "Stress, Social Support, and the Buffering Hypothesis" 98 (98): 310-357, 1985

31 Rutter, D.R., "Sources of Occupational Stress: An Examination of British Prison Officers" 2 : 291-299, 1988

32 Pugh, S.D., "Service with Smile: Emotional Contagion in the Service Encounter" 44 (44): 1018-1027, 2001

33 Kobasa, S.C.O., "Personality and Social Resources in Stress Resistance" 45 (45): 839-850, 1983

34 Eisenberger, R., "Perceived Organizational support" 71 (71): 500-507, 1986

35 Maslach, C., "Maslach Burnout Inventory, 2nd ed." Consulting Psychologists Press 1986

36 Russell, D.W, "Job-Related Stress, Social Support, and Burnout among Classroom Teachers" 72 (72): 269-274, 1987

37 Ross, R.R, "Job Stress, Social Support, and Burnout among Counseling Center Staff" 36 (36): 464-470, 1989

38 Maslach, C., "Job Burnout" 52 : 397-422, 2001

39 Rafaeli, A., "Expression of Emotion as Part of the Work Role" 12 (12): 23-37, 1987

40 Hochschild, A.R., "Emotional Work, Feeling Rules, and Social Structure" 85 (85): 551-575, 1979

41 Zapf, D., "Emotional Work and Psychological Well-Being: A Review of the Literature and Some Conceptual Considerations" 12 : 237-268, 2002

42 Gross, J.J., "Emotional Suppression: Physiology, Self-Report, and Expressive Behavior" 64 (64): 970-986, 1993

43 Ashforth, B.E., "Emotional Labor in Service Roles: The Influence of Identity" 18 (18): 88-115, 1993

44 Brotheridge, C.M., "Emotional Labor and Burnout: Comparing Two Perspectives of 'People Work'" 60 : 17-39, 2002

45 Wright, T.A., "Emotional Exhaustion as a Predictor of Job Performance and Voluntary Turnover" 83 (83): 486-493, 1998

46 Lewig, K.A., "Emotional Dissonance, Emotional Exhaustion and Job Satisfaction in Call Centre Workers" 12 (12): 366-392, 2003

47 Bakker, A.B., "Emotional Dissonance, Burnout, and In-role Performance among Nurses and Police Officers" 13 (13): 423-440, 2006

48 Heuven, E., "Emotional Dissonance and Burnout among Cabin Attendants" 12 (12): 81-100, 2003

49 Gosserand, R.H., "Emotional Display Rules and Emotional Labor: The Moderating Role of Commitment" 90 (90): 1256-1264, 2005

50 Chu, K.H., "Development and Validation of the Hospitality Emotional Labor Scale" 27 : 1181-1191, 2006

51 Kruml & Geddes, "Catching Fire without Burning Out: Is There an Ideal Way to Perform Emotional Labor?" 1998

52 Maslach, C., "Burnout: The Cost of Caring, Englewood Cliffs" Prentice-Hall 1982

53 Cordes, C.L., "A Review and an Integration of Research on Job Burnout" 18 (18): 621-658, 1993

54 Lee, R.T., "A Meta-Analytic Examination of the Correlates of the Three Dimensions of Job Burnout" 81 (81): 123-133, 1996

55 Parasuraman, A., "A Conceptual Model of Service Quality and Its Implications for Future Research" 49 (49): 41-50, 1985