정서노동과 직무탈진:자율성과 사회적 지지의 조절효과
Emotional Labor and Burnout: The Moderating Effect of Autonomy and Social Supports
신강현 (아주대학교)
허창구 (아주대학교)
이종현 (아주대학교)
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초록
본 연구는 정서노동(표면행동, 내면행동)이 직무탈진(소진, 냉소)에 미치는 영향을 직무자원(자율성, 사회적 지지)이 조절하는가를 알아보기 위해 호텔 종업원 174명을 대상으로 연구를 진행하였다. 정서노동 전략 중 표면행동은 직무탈진의 하위요인인 소진과 냉소에 영향을 미치고 있었으며, 표면행동이 소진에 미치는 영향은 자율성이 조절하고 있었다. 한편, 표면행동이 냉소에 미치는 영향은 동료지지가 조절해주는 것으로 나타났는데, 이는 직무탈진 하위요소 직무와 관련이 높은 소진에 대해서는 직무의 자율성이 조절효과를 보이고, 사람과 관련이 높은 냉소에 대해서는 사회적 지지가 조절효과를 보인 것으로 보인다. 또한 사회적 지지 중 동료지지에서만 조절효과가 나타난 점은 호텔서비스직 종사자의 직무특성 상 상사보다는 동료로부터의 지지가 중요하게 여겨지기 때문으로 해석할 수 있다. 그러나 표면행동과 달리 내면행동은 소진과 냉소에 미치는 주효과 및 직무자원과의 조절효과가 나타나지 않았다. 이는 표면행동과 내면행동이 직무탈진에 미치는 영향이 일관적이지 않다는 이전 연구와 일치하는 결과이다. 본 연구의 제한점과 향후 연구의 제안점을 제시하였다.
- keywords
- emotional labor, surface acting, deep acting, burnout, autonomy, social supports, emotional labor, surface acting, deep acting, burnout, autonomy, social supports, 정서노동, 표면행동, 내면행동, 직무탈진, 자율성, 사회적 지지
Abstract
The purpose of this study is to find the effect of emotional labor(surface acting, deep acting) on burnout(exhaustion, cynicism) and to examine the moderating effect of job resources(autonomy, social supports) in hotel service job. Exhaustion and cynicism were influenced by surface acting. The relation between surface acting and exhaustion was moderated by autonomy, while the relation between surface acting and cynicism was moderated by support of coworkers. But, deep acting did not influence on exhaustion and cynicism. This results consist with previous studies that deep acting bring more positive effect than surface acting and suggest that autonomy and social supports influence on exhaustion and cynicism separately. Research limitations and several suggestions are discussed.
- keywords
- emotional labor, surface acting, deep acting, burnout, autonomy, social supports, emotional labor, surface acting, deep acting, burnout, autonomy, social supports, 정서노동, 표면행동, 내면행동, 직무탈진, 자율성, 사회적 지지
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