바로가기메뉴

본문 바로가기 주메뉴 바로가기

logo

ISSN : 1229-067X

논문 상세

이전 다음
논문 투고

Vol.38 No.4
Citation Share

정서노동으로부터 직무탈진까지의 순차적 매개경로: 표면행위와 내면행위의 대조

Sequential Mediation from Emotional Labor to Job Burnout: Contrast between Surface Acting and Deep Acting

한국심리학회지: 일반 / Korean Journal of Psychology: General, (P)1229-067X; (E)2734-1127
2019, v.38 no.4, pp.599-623
https://doi.org/10.22257/kjp.2019.12.38.4.599
박형인 (성균관대학교)
박형인. (2019). 정서노동으로부터 직무탈진까지의 순차적 매개경로: 표면행위와 내면행위의 대조. 한국심리학회지: 일반, 38(4), 599-623, https://doi.org/10.22257/kjp.2019.12.38.4.599
  • 다운로드 수
  • 조회수
PDF 다운로드

초록

본 연구는 직무탈진의 세 하위요인인 소진, 냉소, 그리고 직업비효능감에 미치는 효과의 관점에서 정서노동의 두 전략인 표면행위와 내면행위를 비교하였다. 화요일과 목요일 두 차례 실시된 온라인 설문조사를 모두 완료한 고객응대 직원 131명을 대상으로 화요일 정서노동이 목요일 직무탈진에 미치는 효과를 확인한 결과, 표면행위는 내면행위보다 소진과 냉소를 더 높이는 것으로 나타났다. 또한, 표면행위는 직업비효능감에 직접효과를 보이지 않았으나, 소진과 냉소를 순차적으로 거쳐 직업비효능감에 간접효과를 보였다. 반면, 내면행위는 간접효과 없이 직접적으로 직업비효능감을 낮추는 것으로 나타났다. 즉, 정서노동의 두 전략은 직무탈진의 하위요인들에 미치는 효과크기가 다를 뿐만 아니라, 경로도 다르게 나타났다. 이에 따라 두 전략에 대한 개입 역시 구분되어야 할 것이다.

keywords
직무탈진, 표면행위, 내면행위, 정서노동, 매개효과, job burnout, surface acting, deep acting, emotional labor, mediation

Abstract

This study compared two strategies of emotional labor, surface acting and deep acting, in terms of their effects on three facets of burnout: exhaustion, cynicism, and professional inefficacy. Participants were 131 service employees who completed two-time online surveys conducted Tuesday and Thursday. It was examined whether Tuesday emotional labor would have effects on Thursday burnout and found that surface acting increased exhaustion and cynicism more than deep acting. In addition, the sequential mediation analyses demonstrated that surface acting had a sequential indirect effect on professional inefficacy through exhaustion and cynicism, whereas deep acting only had a direct effect on professional inefficacy. In other words, pathways from emotional labor to burnout differed depending on the specific strategies of emotional labor as well. These results imply that intervention to emotional labor should be tailored to each strategy.

keywords
직무탈진, 표면행위, 내면행위, 정서노동, 매개효과, job burnout, surface acting, deep acting, emotional labor, mediation

참고문헌

1.

국가통계포털 (2019). (전국)직업별 취업자(서비스종사자). http://kosis.kr/search/search.do?query=%EC%84%9C%EB%B9%84%EC%8A%A4%EC%97%85#에서 2019, 7, 14 자료 얻음.

2.

권동균, 김명소, 한영석 (2015). 상사에 대한정서노동이 직무탈진과 직무열의에 미치는 영향: 조직지원인식의 조절효과. 한국심리학회지: 산업 및 조직, 28, 457-480.

3.

김민영, 박형인 (2016). 직장인의 정서조절에서 마음챙김, 인지적 재평가, 그리고 주의회피의 관계. 한국심리학회지: 건강, 21, 829-843.

4.

김원형, 신강현, 허창구, 이종현 (2007). 정서노동과 직무탈진: 자율성과 사회적 지지의 조절효과. 한국심리학회지: 건강, 12, 905-921.

5.

박선애 (2014). 정서노동 전략이 직무탈진 및 직무열의에 미치는 영향: 긍정심리자본의 조절효과를 중심으로. 대전대학교 대학원 석사학위 청구논문.

6.

박춘신, 장재윤 (2017). 정서노동 유형과 웰빙 및 객관적 수행: 표면 및 내면행위의 잠재 프로파일 분석. 한국심리학회지: 산업 및 조직, 30, 393-413.

7.

박형인, 남숙경, 양은주 (2011). 직무소진과 직무태도 및 이직의도와의 관계: 메타분석적 문헌 고찰. 한국심리학회지: 산업 및 조직, 24, 457-491.

8.

손수경, 김효진, 홍세희 (2019). 다수 집단의 측정동일성 검정을 위한 임의효과 모형:다층 확인적 요인분석(ML CFA)과 다층 요인혼합모형(ML FMM)의 비교. 한국심리학회지: 일반, 38, 185-218.

9.

신강현 (2003). 일반직 종사자를 위한 직무 소진 척도(MBI-GS)에 대한 타당화 연구. 한국심리학회지: 산업 및 조직, 16, 1-17.

10.

신강현, 한영석, 김완석, 김원형 (2008). 정서노동과 직무탈진 및 직무열의 관계: 정서지능의 조절효과. 한국심리학회지: 산업 및 조직, 21, 475-491.

11.

염소란, 김명소 (2017). 상사에 대한 정서노동의 잠재프로파일분석: 정서노동 유형에 따른 선행변인 및 직무효과성 차이. 한국심리학회지: 산업 및 조직, 30, 465-489.

12.

이종현, 김민재, 성하늘, 유효종 (2019). 한국직장인들의 이직 결정요인에 대한 합의적 질적 연구. 한국심리학회지: 일반, 38, 219-245.

13.

정민정, 탁진국 (2004). 성별과 직급에 따른 직무스트레스원에서의 차이: 서비스직 종사자를 중심으로. 한국심리학회지: 건강, 9, 729-741.

14.

정민정, 탁진국 (2005). 직무스트레스원과 직무스트레스간의 관계: 남녀관리자에 따른 차이. 한국심리학회지: 건강, 10, 243-258.

15.

최우성, 이종구 (2010). 콜센터 상담원의 직무탈진과 정서노동의 전후 관계 확인. 한국심리학회지: 산업 및 조직, 23, 181-200.

16.

허창구, 조중연, 신강현 (2013). 서비스 장면에서의 감정이입(정서전염, 공감배려)이 직무탈진과 직무열의에 미치는 영향. 한국심리학회지: 산업 및 조직, 26, 579-597.

17.

황선경, 이혜진, 박형인 (2018). 상사에 대한표면행위가 부하직원의 직무탈진에 미치는 효과: 상사 및 부하직원 신경증의 조절효과. 한국심리학회지: 산업 및 조직, 31, 387-408.

18.

Alarcon, G. M. (2011). A meta-analysis of burnout with job demands, resources, and attitudes. Journal of Vocational Behavior, 79, 549-562.

19.

Becker, T. E. (2005). Potential problems in the statistical control of variables in organizational research: A qualitative analysis with recommendations. Organizational Research Methods, 8, 274-289.

20.

Bianchi, R., Schonfeld, I. S., & Laurent, E. (2014). Is burnout a depressive disorder? A reexamination with special focus on atypical depression. International Journal of Stress Management, 21, 307-325.

21.

Cordes, C. L., & Dougherty, T. W. (1993). A review and an integration of research on job burnout. Academy of Management Review, 18, 621-656.

22.

Demerouti, E., Bakker, A. B., Nachreiner, F., & Schaufeli, W. B. (2001). The job demandsresources model of burnout. Journal of Applied Psychology, 86, 499-512.

23.

Dong, Y., Lioa, H., Chuang, A., Zhou, J., & Campbell, E. M. (2015). Fostering employee service creativity: Joint effects of customer empowering behaviors and supervisory empowering leadership. Journal of Applied Psychology, 100, 1364-1380.

24.

Golembiewski, R. T., Boudreau, R. A., Munzenrider, R. F., & Luo, H. (1996). Global burnout: A worldwide pandemic explored by the phase model. Greenwich, CN: Jai Press.

25.

Grandey, A. A. (2000). Emotion regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5, 95-110.

26.

Grandey, A. A., & Melloy, R. C. (2017). The state of the heart: Emotional labor as emotion regulation reviewed and revised. Journal of Occupational Health Psychology, 22, 407-422.

27.

Gross, J. J. (1998). Antecedent- and responsefocused emotion regulation: Divergent consequences for experience, expression, and physiology. Journal of Personality and Social Psychology, 74, 224-237.

28.

Gross, J. J. (2002). Emotion regulation: Affective, cognitive, and social consequences. Psychophysiology, 39, 281-292.

29.

Halbesleben, J. R. B. (2006). Sources of social support and burnout: A meta-analytic test of the conservation of resources model. Journal of Applied Psychology, 91, 1134-1145.

30.

Halbesleben, J. R. B., & Demerouti, E. (2005). The construct validity of an alternative measure of burnout: Investigating the English translation of the Oldenburg Burnout Inventory. Work & Stress, 19, 208-220.

31.

Hayes, A. F. (2009). Beyond Baron and Kenny:Statistical mediation analysis in the new millennium. Communication Monographs, 76, 408-420.

32.

Hayes, A. F. (2018). Introduction to mediation, moderation, and conditional process analysis: A regression-based approach (2nd ed.). New York, NY: The Guilford Press.

33.

Hobfoll, S. E. (1989). Conservation of resources:A new attempt at conceptualizing stress. American Psychologist, 44, 513-524.

34.

Hobfoll, S. E., & Freedy, J. (1993). Conservation of resources: A general stress theory applied to burnout. In W. B. Schaufeli, C. Maslach, & T. Marek (Eds.), Professional burnout: Recent developments in theory and research (pp. 115-133). Washington, DC: Taylor & Francis.

35.

Hülsheger, U. R., Alberts, H. J. E., Feinholdt, A., & Lang, J. W. B. L. (2013). Benefits of mindfulness at work: The role of mindfulness in emotion regulation, emotional exhaustion, and job satisfaction. Journal of Applied Psychology, 98, 310-325.

36.

Hülsheger, U. R., & Schewe, A. F. (2011). On the costs and benefits of emotional labor: A meta-analysis of three decades of research. Journal of Occupational Health Psychology, 16, 361-389.

37.

Jawahar, I. M., Stone, T. H., & Kisamore, J. L. (2007). Role conflict and burnout: The direct and moderating effects of political skill and perceived organizational support on burnout dimensions. International Journal of Stress Management, 14, 142-159.

38.

Jöreskog, K. G., & Sörbom, D. (2017). LISREL 9.30 for Windows [Computer software]. Skokie, IL: Scientific Software International, Inc.

39.

Kline, R. B. (2016). Principles and practice of structural equation modeling (4th ed.). New York, NY: Guilford Press.

40.

Lee, I. A., & Preacher, K. J. (2013, September). Calculation for the test of the difference between two dependent correlations with one variable in common [Computer software]. Available from http://quantpsy.org/corrtest/corrtest2.htm.

41.

Lee, R. T., & Ashforth, B. E. (1993). A longitudinal study of burnout among supervisors and managers: Comparisons between the Leiter and Maslach (1988) and Golembiewski et al. (1986) models. Organizational Behavior and Human Decision Processes, 54, 369-398.

42.

Lee, R. T., & Ashforth, B. E. (1996). A meta-analytic examination of the correlates of the three dimensions of job burnout. Journal of Applied Psychology, 81, 123-133.

43.

Leiter, M. P., & Maslach, C. (1988). The impact of interpersonal environment on burnout and organizational commitment. Journal of Organizational Behavior, 9, 297-308.

44.

Lesener, T., Gusy, B., & Wolter, C. (2019). The job demands-resources model: A meta-analytic review of longitudinal studies. Work & Stress, 33, 76-103.

45.

Long, E. C., & Christian, M. S. (2015). Mindfulness buffer retaliatory response to injustice: A regulatory approach. Journal of Applied Psychology, 100, 1409-1422.

46.

Maslach, C., & Jackson, S. E. (1981). The measurement of experienced burnout. Journal of Occupational Behaviour, 2, 99-113.

47.

Maslach, C., Schaufeli, W. B., & Leiter, M. P. (2001). Job burnout. Annual Review of Psychology, 52, 397-422.

48.

Neveu, J.-P. (2007). Jailed resources: Conservation of resources theory as applied to burnout among prison guards. Journal of Organizational Behaviour, 28, 21-42.

49.

Park, H. I., Jacob, A. C., Wagner, S. H., & Baiden, M. (2014). Job control and burnout:A meta-analytic test of the conservation of resources model. Applied Psychology: An International Review, 63, 607-642.

50.

Park, H. I., O’Rourke, E., & O’Brien, K. E. (2014). Extending conservation of resources theory: The interaction between emotional labor and interpersonal influence. International Journal of Stress Management, 21, 384-405.

51.

Philipp, A., & Schüpbach, H. (2010). Longitudinal effects of emotional labor on emotional exhaustion and dedication of teachers. Journal of Occupational Health Psychology, 15, 494-504.

52.

Ployhart, R. E., & Vandenberg, R. J. (2010). Longitudinal research: The theory, design, and analysis of change. Journal of Management, 36, 94-120.

53.

Schaufeli, W. B., Leiter, M. P., & Maslach, C. (2009). Burnout: 35 years of research and practice. Career Development International, 14, 204-220.

54.

Shirom, A. (2011). Job-related burnout: A review of major research foci and challenges. In J. C. Quick & L. E. Tetrick (Eds.), Handbook of occupational health psychology (2nd ed., pp. 223-242). Washington, DC: American Psychological Association.

55.

Taris, T. W., Le Blanc, P. M., Schaufeli, W. B., & Schreurs, P. J. G. (2005). Are there causal relationships between the dimensions of the Maslach burnout inventory? A review and two longitudinal tests. Work & Stress, 19, 238-255.

56.

Totterdell, P., & Parkinson, B. (1999). Use and effectiveness of self-regulation strategies for improving mood in a group of trainee teachers. Journal of Occupational Health Psychology, 4, 219-232.

57.

Ward, M. K., & Meade, A. W. (2018). Applying social psychology to prevent careless responding during online surveys. Applied Psychology: An International Review, 67, 231-263.

한국심리학회지: 일반

논문 투고 OA 정책