open access
메뉴
open access
메뉴
호텔 서비스직 종사자(191명)를 대상으로 실시된 본 연구는 Schaufeli와 Bakker(2004)의 직무요구-자원 모형에 기초하여, 개별 정서표현규칙이 주요하게 다루는 정서의 유형과 조절 방식에 따라 상반되는 직무태도에 어떤 영향을 미치는지 알아보고 그 과정에서 정서노동 전략의 차별적 매개역할을 검증하였다. 그리고 개별 매개모형의 결과를 종합하여 통합모형을 제시하고 경로의 유의미성과 적합도를 살펴보았다. 결과는 표현규칙의 하위 유형 중 긍정표현규칙이 내면행위 전략을 거쳐 긍정적 직무태도인 직무열의를 정적으로 예측하는 것으로 나타나 요구-자원 모형 내에서 직무자원으로써 기능함을 알 수 있었다. 하지만 부정억제규칙의 경우 직무탈진에 직접적으로 유의한 영향을 미치지 않는 것으로 나타났고, 다만 매개변인을 고려하였을 때는 표면행위를 유의하게 증가시켜 직무탈진을 높이는 것으로 나타나 직무요구로써 기능함을 알 수 있었다. 구조방정식을 이용한 통합모형 검증을 통해 이러한 결과를 모두 지지하는 것을 재확인 하였고, Bootstrap을 통해 두 간접효과의 유의미성이 지지되었다. 끝으로 본 연구에서 나타난 결과의 시사점과 제한점에 대하여 논의하였다.
The purpose of this study was to examine the influences of individual display rules on job burnout and engagement, and separated mediating roles of emotional labor strategies on the several process models which was based on Job Demand-Resource(JD-R) model in a sample of 191 American hotel service employees. Thus, the general model that combine the individual mediation effects was proposed, and its path coefficient and fit indices were inspected. The result indicates that Display positive emotions(DPE) stir up the deep acting(DA) and consequently bring about the job engagement significantly. Hiding negative emotions(HNE), however, didn't have an effct on the job burnout directly, but in the case of supposing mediation variable, it enhance the burnout through the surface acting(SA). These results reflect DPE works as resource and HNE, on the contrary, has a function as demand in the JD-R model, and DA and SA are mediating variables that works exclusively between the display rules and job attitudes. The result was confirmed through the SEM path analysis and was supported the significance of 2-indirect effects by bootstrap method. Lastly, the implication and limitations were discussed.
김원형, 신강현, 허창구, 이종현 (2007). 정서노동과 직무탈진: 자율성과 사회적 지지의 조절효과. 한국심리학회지: 건강, 12(4), 905-921.
박혜남 (1998). 스트레스와 정신건강. 인사관리연구, 22(2), 231-260.
신강현, 한영석, 김완석, 김원형 (2008). 정서노동과 직무탈진 및 직무열의의 관계: 정서지능의 조절효과. 한국심리학회지: 산업 및 조직, 21(3), 475-491.
이랑, 김완석, 신강현 (2006). 직무탈진과 직무열의의 요구-자원 모델에서 정서노동전략의 역할: 콜센터 상담원을 대상으로. 한국심리학회지: 산업 및 조직, 19(4), 573-596.
이종목, 이은희 (1997). 직무스트레스와 조직행동 간의 인과적 관계모형 검증 연구: 제약 영업직 근로자들을 중심으로. 한국심리학회지: 건강, 2(1), 127-156.
홍세희 (2008). 구조 방정식 모형: 고급방법. 고급연구방법론 워크샵 시리즈4.
Adelmann, P. K., & Zajonc, R. B. (1989). Facial efference and the experience of emotion. Annual Review of Psychology, 40, 249-280.
Ashforth, Be. E., & Humphrey, R. H. (1993). Emotional Labor in Service Roles: The influence of identity. Academy of Management Review, 18, 88-115.
Bakker, A. B., Demerouti, E., & Euwema, M. C. (2005). Job Resources Buffer the Impact of Job Demands on Burnout. Journal of Occupational Health Psychology, 10(2), 170-180.
Barger, P., & Grandey, A. (2006). “Service with a smile” and encounter satisfaction: Emotional contagion and appraisal mechanism. Academy of Management Journal.
Baron, R. M., & Kenny, D. A. (1986). The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51, 1173-1182.
Baumeister, R., Bratslavsky, E., Muraven, M., & Tice, D. (1998). Ego depletion: Is the active self a limited resource? Journal of Personality and Social Psychology, 74, 1252-1265.
Baumeister, R., Bratslavsky, E., Muraven, M., & Tice, D. (1998). Ego Depletion: Is the Active Self a Limited Resource? Roy F. Baumeister. (Eds.), The Self in Social Psychology(pp. 317-336). Case Western Reserve University, Cleveland, OH.
Baumeister, R., & Leary, M. R. (1995). The need to belong: Desire for interpersonal attachments as a fundamental human motivation. Psychological Bulletin, 117, 497-529.
Best, R. G., Downey, R. G., & Jones, R. G. (1997, April). Incumbent perceptions of emotional work requirements. Paper presented at the 12th annual conference of the Society for Industrial and Organizational Psychology, St. Louis, MO.
Bradley, H. B. (1969). Community-based treatment for young adult offenders. Crime and Delinquency, 15, 359-370.
Brotheridge, C., & Grandey, A., (2002). Emotional labor and burnout: Comparing two perspectives of “people work.” Journal of Vocational Behavior, 60, 17-39.
Brotheridge, C. M., & Lee, R. T. (2002). Testing a conservation of resources model of the dynamics of emotional labor. Journal of Occupational Health Psychology, 7, 55-67.
Costanzo, M., & Archer, D. (1989). Interpreting the expressive behavior of others: The Interpersonal Perception Task. Journal of Nonverbal Behavior, 13(4), 225-245.
Cote, S., & Morgan, L. M. (2002). A Longitudinal Analysis of the Association between Emotion Regulation, Job Satisfaction, and Intention to Quit. Journal of Organizational Behavior, 23, 947-962.
Davidson, R. J. (1998). Affective style and affective disorders: Perspectives from affective neuroscience. Cognition and Emotion, 12, 307-330.
Deci, W. L., & Ryan, R. M. (1985). Intrinsic motivation and self-determination in human behavior. New York: Plenum.
Demerouti, E., Bakker, A. B., Nachreiner, F., & Schaufeli, W. B. (2001). The Job Demands -Resources Model of Burnout. Journal of Applied Psychology, 86(3), 499-512.
Diefendorff, J M., Croyle, M. H., & Gosserand, R. (2005). The dimensionality and antecedents of emotional labor strategies. Journal of Vocational Behavior, 66, 339-357.
Diefendorff, J. M., & Gosserand, R. (2003). Understanding the emotional labor process: A control theory perspective. Journal of Organizational Behavior, 24, 945-959.
Diefendorff, J. M., & Richard, E. (2003). Antecedents and consequences of emotional display rule perceptions. Journal of Applied Psychology, 88, 284-294.
Ekman, P., & Friesen, W. V. (1971). Constants across cultures in the face and emotion. Journal of Personality and Social Psychology, 17, 124-129.
Ekman, P., & Friesen, W. V. (1975). Unmasking the face: A guide to recognizing emotions from facial clues. Engleweed Cliffs, NJ: Prentice Hall.
Ekman, P., Friesen, W. V., & O'Sullivan, M. (1988). Smiles when lying. Journal of Personality and Social Psychology, 54, 414-420.
Fineman, S. (2006). On being positive: Concerns and counterpoints. Academy of Management Review, 31(2), 270-291.
Frese, M. (1985). Stress at work and psychosomatic complaints: A causal interpretation. Journal of Applied Psychology, 70, 314-328.
Freudenberger, H. J. (1974). Staff Burn-out. Journal of Social Issues, 30, 159-165.
Funder, D. C., & Harris, M. J. (1986). On the several facets of personality assessment: The case of social acuity. Journal of Personality, 54(3), 528-550.
Gardner, H. (1983). Frames of mind: The theory of multiple intelligences. New York: Basic Book.
Goldberg, L. S., & Grandey, A. A. (2007). Display Rules Versus Display Autonymy: Emotion Regulation, Emotinal Exhaustion, and Task Performance in a Call Center Simulation. Journal of Occupational Health Psychology, 12(3), 301-318.
Grandey, A. A. (2000). Emotion regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5, 95-110.
Grandey, A. (2003). When “the show must go on”: Surface and deep acting as predictors of emotional exhaustion and service delivery. Academy of Management Journal, 46, 86-96.
Gross, J. J. (1998). Antecedent-and response -focused emtion regulation: divergent consequences for experience, expression, and physiology. Journal of Personality and Social Psychology, 74, 224-237.
Gross, J. J. (1999). Emotion and emotion regulation. In L. A. Pervin, & O. P. John (Eds.), Handbook of personality: theory and research (2nd edn, pp.525-552). New York: Guilford.
Hackman, J. R., & Oldham, G. R. (1975). Development of the job diagnostic survey. Journal of Applied Psychology, 60, 159-170.
Harter, S. (1978). Effectance motivation reconsidered: Toward a developmental model. Human Development, 1, 661-669.
Higgins, E. T. (1997). Beyond pleasure and pain. American Psychologist, 52, 1280-1300.
Hochschild, A. R. (1983). The Managed Heart. Berkeley: University of California Press.
Ickes, W., Stinson, L., Bissonette, V., & Garcia, S. (1990). Naturalistic social cognition: Empathic accuracy in mixed-sex dyads. Journal of Personality and Social Psychology, 59, 730-742.
Isen, A. M. (1999). Positive affect. In T. Dagleish, & M. Power (Eds.), Handbook of cognition and emotion (pp.521-539). New york: Wiley.
Jones, F., & Fletcher, B. C. (1996). Job control and health. In M. J Schabracq, J. A. M. Winnubst, & C. L. Cooper (Eds.), Handbook of work and health psychology (pp.33-50). Chichester: Wiley.
Kanfer, R., & Ackerman, P. L. (1989). Motivation and cognitive abilities: An integrative/ aptitude-treatment interaction approach to skill acquisition Journal of Applied Psychology, 64, 657-704.
Karasek, R. A. (1989). Control in the workplace and its health-related aspects. In S. L. Sauter, J. J. Hurrell, & C. L. Cooper(Eds.), Job Control and Worker Health, (pp.129-160). Chickester: Wiley.
Martin, J., Knopoff, K., & Beckman, C. (1998). An alternative to bureaucratic impersonality and emotional labor: bounded emotionality at The Body Shop. Administrative Science Quarterly, 43(2), 429-469.
Maslach, C. (1982). Burnout. The Cost of Caring. Englewood Cliffs, NJ: Prentice-Hall.
Maslach, C., & Jackson, S. E. (1986). Maslach Burnout Inventory. Manual (2nd ed.). Palo Alto, CA: Consulting Psychologists Press.
Maslach, C., & Leiter, M. P. (1997). The truth about Burnout: How Organizations cause Personal Stress and What to do about it. San Fancisco, CA: Jossey-Bass.
Maslach, C., Schaufeli, W. B., & Leiter, M. P. (2001). Job Burnout. Annual Review of Psychology, 52, 397-422.
Matsumoto, D., Yoo, S. H, Hirayama, S., & Petrova, G. (2005). Development and validation of a measure of display rule knowledge: The display rule assessment inventory. Emotion, 5, 23-40.
Meijman, T. F., & Mulder, G. (1998). Psychological aspects of workload. In P. J D. Drenth, & H. Thierry (Eds.), Handbook of work and organizational psychology: Work psychology (Vol. 2, pp.5-33). Hove, U.K.: Psychology Press.
Milkovich, G. T., & Boudreau, J. W. (1997). Human resources management, 8th ed, Homewood, IL: Richard Irwin.
Morgeson, F. P., & Campion, M. A. (1997). Social and cognitive sources of potential inaccuracy in job analysis. Journal of Applied Psychology, 82, 627-655.
Morgeson, F. P., & Delaney-Klinger, K., & Hemingway, M. A. (2005). The Importance of Job Autonomy, Cognitive Ability, and Job-Related Skill for Predictivng Role Breadth and Job Performance. Journal of Applied Psychology, 90(2), 399-406.
Muraven, M., & Baumeister, R. (2000). Self-regulation and depletion of limited resource: Does self-control resemble a muscle? Psychological Bulletin, 126, 247-259.
Morris, J. A., & Feldman, D. C. (1996). The Dimensions, Antecedents, and Consequences of Emotional Labor. Academy of Management Review, 21(4), 986-1010.
Pugh, S. D. (2001). Service with a smile: Emotional contagion in the service encounter. Academy of Management Journal, 44, 1018-1027.
Preacher, K. J., & Hayes, A F. (2008). Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models. Behavior Research Methods, 40(3), 879-891.
Richards, J. M., & Gross, J. J. (1999). Composure at any cost? The cognitive consequences of emotion suppression. Personality and Social Psychology Bulletin, 25, 1033-1044.
Schaubroeck, J., & Jones, J. R. (2000). Antecedents of Workplace Emotional Labor Dimensions and Moderators of Their Effects on Physical Symptoms. Journal of Organizational Behavior, 21(2), 163-183.
Schaufeli, W. B., & Bakker, A. B. (2004). Job demands, job resources, and their relationship with burnout and engagement: a multi-sample study. Journal of Organizational Behavior, 25, 293-315.
Schaufeli, W. B., & Enzmann, D. (1998). The Burnout Companion to Study and Practice: A Critical Analysis.
Schaufeli, W. B., Leiter, M. P., Maslach, C., & Jackson, S. E. (1996). The Maslach Burnout Inventory-Test Manual (3rd edn). Consulting Psychologists Press, Palo Alto, CA.
Schaufeli, W. B., Salanova, M., Gonzalez-Roma, V., & Bakker, A. B. (2002). The Measurement of Engagement and Burnout: A Two Sample Confirmatory Factor Analytic Approach. Journal of Happiness Studies, 3, 71-92.
Shirom, A., Nirel, N., & Vinokur, A. D. (2006). Overload, Autonomy, and Burnout as Predictors of Physicians’Quality of Care. Journal of Occupational Health Psychology, 11(4), 328-342.
Snyder, M. (1974). The self-monitoring of expressive behavior. Journal of Personality and Social Psychology, 30, 526-537.
Sosick, J. J., & Megerian, L. E. (1999). Understanding Leader Emotional Intelligence and Performance. Group & Organization Management, 24(3), 367-390.
Troyer, L., Mueller, C. W., & Osinsky, P. I. (2000). Who's the Boss?: A Role-Theoretic Analysis of Customer Work. Work and Occupations, 27(3), 406-427.
Tsi, W-C, & Huang, W-M. (2002). Mechanism linking employee affective delivery and customer behavioral intentions. Journal of Applied Psychology, 87, 1001-1008.
Wegner, D. M., Erber, R., & Zanakos, S. (1993). Ironic processes in the mental control of mood and mood related thought. Journal of Personality and Social Psychology, 65, 1093-1104.
