ISSN : 1229-0696
이 연구의 목적은 정서지능이 내면행동을 예측하는 데 있어서의 역할을 알아보고, 정서노동 전략(표면행동, 내면행동)이 직무관련 태도에 미치는 영향에 있어서 개인적 성취감의 매개효과를 검증하는 데 있었다. 이를 위해 병원의 원무과 직원, 간호사, 백화점 판매사원 등 서비스 직무에 근무하고 있는 253명의 종사자들을 대상으로 설문 조사를 실시하였다. 연구 결과, 첫째, 개인의 정서사용 및 관리 능력인 정서지능이 표면행동보다는 인지적 과정이 요구되는 내면행동을 유의하게 예측하는 것으로 밝혀졌다. 둘째, 개인적 성취감이 내면행동과 직무관련 태도 변수들 간의 관계를 매개하는 것으로 나타났다. 반면 표면행동과 직무관련 태도 변수들 간에는 개인적 성취감의 매개효과가 발견되지 않았다. 이러한 구성개념들 간의 관계를 모두 포함하여 구조방정식 모형을 통해 분석한 결과, 정서지능이 높은 개인은 정서노동 장면에서 내면행동을 하며, 그러한 내면행동은 개인적 성취감을 증가시키고, 개인적 성취감을 통해 직무만족과 조직몰입을 경험할 것이라는 전체적인 과정 모형의 타당성이 검증되었다. 이러한 연구결과를 토대로 연구의 의의와 시사점, 앞으로의 연구 과제를 논의하였다.
The purposes of this study was to identify the role of emotional intelligence in predicting deep acting, and the mediating role of personal accomplishment in a relationship between emotional labor strategies (i.e., surface acting and deep acting) and job related attitudes such as job satisfaction and organizational commitment. A total of 253 employees in service industry were surveyed in order to examine the relationships among these constructs. The results showed as follows. First, emotional intelligence was a positive predictor of deep acting after controlling big five personality and positive/negative affectivity. Second, personal accomplishment was fully mediated the relationship between deep acting and job related attitude variables. However, in case of surface acting, it was not. Additionally, it was confirmed a model that emotional intelligence leads to deep acting, which in turn make an effect on personal accomplishment, and finally leads positive job satisfaction and organizational commitment. Based on these results, the implication and limitation of this study and the direction for future research were discussed.
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