ISSN : 1229-0696
본 연구는 정서노동(표면행위, 내면행위)이 직무탈진(소진, 냉소)과 직무열의 (직업 효능감, 활력, 현신, 몰입)에 미치는 영향을 개인적 자원(정서지능)이 조절하는가를 알아보기 위해 백화점 종업원 189명을 대상으로 연구를 진행하였다. 정서노동 전략 중 표면행위는 직무탈진을 내면행위는 직무열의를 예측하는데 각각이 독특한 (unique) 선행변수임이 밝혀졌다. 정서지능은 정서노동 전략 중 단지 내면행위만을 예측하는데 유용하였다. 조절변수 효과 검증에서는 정서지능이 내면행위와 직무열의와의 관계에서 조절변수 역할을 함이 밝혀졌다. 그러나 직무열의와는 달리 직무탈진에서는 예상과는 달리 정서지능의 조절효과는 나타나지 않았다. 이는 정서지능이 정서노동의 전략과 부정적인 결과 사이에 완충작용을 하는 것이 아니라, 정서노동 전략 중 긍정적인 차원인 내면행위와 긍정적인 결과사이에 촉진작용을 하는 것임을 의미한다. 마지막으로 본 연구의 제한점과 향후 연구의 제안점을 제시하였다.
The purpose of this study is to examine the effect of emotional intelligence on emotional labor(surface acting, deep acting) and job burnout(exhaustion, cynicism) and job engagement (professional efficacy, vigor, dedication, absorption) using a sample of 189 workers in department store. The results were as follows. First, surface acting and deep acting were unique predictor of job burnout and job engagement, respectively. Second, emotional intelligence was positively related to deep acting, was not related to surface acting. Third, emotional intelligence showed a moderating role in a relationship between deep acting and job engagement. That is, the role of emotional intelligence was not a buffering effect, but works as a facilitator in a relationship between deep acting and job engagement. Finally, the limitations and future research issues were discussed.
노혜미 ; 신강현 ; 유태용, (2007) 정서지능과 정서노동 전략이 직무관련 태도에 미치는 영향: 개인적 성취감의 매개효과, 산업 및 조직
신강현, (2003) Job engagement and job burnout in a south korean sample. Unpublished doctorial dissertation, Kansas State University
이랑, (2006) 직무탈진과 직무열의의 요구-자원 모델에서 정서노동전략의 역할: 콜센터 상담원을 대상으로, 산업 및 조직
한지현 ; 유태용, (2007) 상사의 정서지능이 부하의 태도와 상사 과업수행에 미치는 영향, 산업 및 조직
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