ISSN : 1229-0696
The purpose of this study aimed to investigate the relationships among emotional regulation stratrgies, emotional exhaustion, turnover intention and customer orientation, using data from 340 female home- study teachers through structural equation model(SEM). Service workers tends to perform surface or deep acting as emotional regulation strategy during interaction with their customers. Thus, surface and deep acting may affect differently on emotional exhaustion, turnover intention and customer orientation. The results were as follows; First, surface acting was positively related to emotional exhaustion while deep acting was negatively related. Second, emotional exhaustion influenced positively on turnover intention, and negatively on customer orientation. Third, emotional exhaustion fully mediated the relationship between surface acting and turnover intention and customer orientation. It also fully mediated the relationship between deep acting and turnover intention while partially mediated the relationship between deep acting and customer orientation. Finally, the moderating effects of social support on the relationship between emotional exhaustion and turnover intention were examined. Contrary to our expectation, the moderating effects of supervisor and peer group support showed opposite buffering effect on the relationship between emotional exhaustion and turnover intention.
김남기 (2011). 영업사원의 지각된 감정노동 활동이 직무소진, 직무열의에 의한 이직의도 및 고객지향성에 미치는 영향: 감성지능 조절효과. 전북대학교 박사학위논문.
김상표 (2000). 감정노동: 통제수단, 종업원의 심리적 반응, 그리고 방법론적 문제. 산업경제연구, 13(4), 195-214.
서문식, 김상희 (2004). 판매원의 긍정적 행동유발을 위한 부정적 감정조절전략에 관한 연구: 판매원의 개인특성 및 경험 감정 유형에 따른 감정조절전략의 차이. 마케팅연구, 19(1), 3-40.
신강현 (2003). 일반직 종사자를 위한 직무 소진 척도(MBI-GS)에 대한 타당화 연구. 한국심리학회지: 산업 및 조직, 16(3), 1-17.
장재윤 (2010). 직무만족과 직무에서 경험하는 정서간의 관계: 빈도가설과 긍정성 비율 가설의 비교. 한국심리학회지: 산업 및 조직, 23(2), 275-295.
홍세희 (2000). 구조방정식 모형의 적합도 지수 선정기준과 그 근거. 한국심리학회지: 임상, 19(1), 161-177.
황재선, 신강현, 허창구, 김동근 (2010). 직무 요구와 자원이 정서노동에 미치는 영향: 스트레스 대처 방식의 매개효과를 중심으로. 한국심리학회지: 산업 및 조직, 23(3), 503-523.
Abelson, M. A. (1993). Turnover cultures. Research in Personnel and Human Resources management. 11, 339-376.
Abraham, R. (1998). Emotional dissonance in organizations: Antecedents, consequences, and moderators. Genetic, Social, and General Psychology Monographs, 124(2), 229-246.
Abraham, R. (1999). The impact of emotional dissonance on organizational commitment and intention to turnover. Journal of Psychology, 133, 441-455.
Aiken, L. S., & West, S. G. (1991). Multiple regression: testing and interpreting interactions. Newbury park, CA: Sage.
Allen, T. D. (2001). Family-supportive work environments: The role of organizational perceptions. Journal of Vocational Behavior, 58, 414-435.
Allen, N. J., & Meyer, J. P. (1990). The measurement and antecedents of affective, continuance and normative commitment to the organization. Journal of Occupational Psychology, 63, 1-18.
Allen, J. A., Pugh, S. D., Grandey, A. A., & Groth, M. (2010). Following display rules in good or bad faith?: Customer orientation as a moderator of the display rule-emotional labor relationship. Human performance, 23, 101-115.
Ashforth, B. E., & Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of Management Review, 18(1), 88-115.
Brotheridge, C. M., & Grandey, A. A. (2002). Emotional labor and burnout: Comparing two perspectives of “people work”. Journal of Vocational Behavior, 60(1), 17-39.
Brotheridge, C. M., & Lee, R. T. (2002). Testing a conservation of resources model of the dynamic of emotional labor. Journal of Occupational health Psychology, 7(1), 57-67.
Brotheridge, C. M., & Lee, R. T. (2003). Development and validation of the Emotional Labor Scale. Journal of Occupational and Organizational Psychology, 76, 365-379.
Brown, S. P., Cron, W. L., & Slocum, Jr. J. (1997). Effects of Goal-Directed Emotions on Salesperson Volitions, Behavior, and Performance: A Longitudinal Study. Journal of Marketing, 61(1), 39-50.
Brown, T. J., & Mowen, J. C., Donavan, D. T., Licata, J. W. (2002). The customer orientation of service workers: Personality traits effect on self and supervisor performance ratings. Journal of marketing Research, 36, 110-119.
Chau, S. L., Dahling, J. J., Levy, P. E., & Diefendorff, J. M. (2009). A predictive study of emotional labor and turnover. Journal of organizational Behavior, 30, 1151-1163.
Cheung, F. Y., & Tang, S. S. (2009). The influence of emotional intelligence and affectivity on emotional labor strategies at work. Journal of Individual Differences, 30(2), 75 -86.
Cohen, S., & Mckay, G. (1984). Social support, stress and buffering hypothesis: A theoretical analysis. In Baum, A., Taylor, S. E., & Singer, J. E.(Eds.), Handbook of psychology and Health: Social psychological aspects, Hillsdale, NJ: lawrence Erlbaum Associates.
Cohen, S., & Wills, T. A. (1985). Stress, social support and the buffering hypothesis. Psychological Bulletin, 98, 310-357.
Côte, S. (2005). A social interaction model of the effects of emotion regulation on work strain. Academy of management Review, 30, 509-530.
Côte, 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(8), 947-962.
Diefendorff, J. M., Croyle, M. H., & Gosserand, R. H. (2005). The dimensionality and antecedents of emotional labor strategies. Journal of Vocational Behavior, 66, 339-357.
Donavan, D. T., Brown, T. J., & Mowen, J. C. (2004). International benefits of service-worker customer orientation: Job satisfaction, commitment, & organizational citizenship behaviors. Journal of Marketing, 68(1), 128-146.
Fenlason, K., & Beehr, T. (1994). Social support and occupational stress: Effects of talking to others. Journal of Organizational Behaviors, 15, 157-175.
Goolsby, J. R. (1992). A theory of role stress I boundary spanning positions of marketing organizations. Journal of the Academy of Marketing Science, 20(Spring), 155-164.
Grandey, A. A. (2000). Emotional regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 60(1), 95-110.
Grandey, A. A. (2003). When “The show must go on”: Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery. Academy of Management Journal, 46(1), 86-96.
Grandey, A. A. (2011). 감정노동: 비용과 편익 사이 균형 찾기. 국제노동 브리프, 9(5) 16- 26.
Gross, J. J., & Levenson, R. W. (1997). Hiding feelings: The acute effects of inhibiting negative and positive emotion. Journal of Abnormal Psychology, 106(1), 95-103.
Grandey, A. A., Dickter, D. N., & Sin, H. (2004). The customer is not always right: Customer aggression and emotion regulation of service employees. Journal of Organizational Behavior, 25, 397-418.
Gutek, B. A, (1999). The social psychology of service interactions. Journal of Social Issues, 55, 603-617.
Hennig-Thurau, T., Groth, M., Paul, M., & Gremler, D. D. (2006). Are all smiles created equal? how emotional contagion and emotional labor affect service relationships. Journal of Marketing, 70, 58-73.
Hobfoll, S. E. (1989). Conservation of resources: A new approach conceptualizing stress. American Psychologist, 44, 513-524.
Hochschild, A. R., (1983). The managed heart. Berkeley & Los Angeles, University of California Press.
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 OccupationalHealth Psychology, 16(3), 361-389.
Ito, J. K., & Brotheridge, C. (2004). Resources, coping strategies, and emotional exhaustion: A conservation of resources perspective. Journal of Vocational Behavior, 63, 490-509.
King, L. A., Emmons, R. A. (1990). Conflict over emotional expression: Psychological and physical correlates. Journal of Personality and Social Psychology, 58, 864-877.
Lazarus, R. S., & Folkman, S. (1984). Stress, appraisal and coping. New York: Springer.
Lee, R. T., Ashforth, B. E. (1996). A meta-analytic examination of the correlates of the three dimensions of job burnout. Journal Applied psychology, 81, 123-133.
Leiter, M. P. & Maslach, C. (1989). The impact of interpersonal environment on burnout and organizational commitment. Journal of Organizational Behavior, 9, 297-308.
Maslach, C., & Jackson, S. E. (1981a). The Maslach Burnout Inventory. Research edition. Palo Alto, CA: Consulting Psychologists Press.
Maslach, C. (1982). Understanding burnout: Definitional issues in analyzing a complex phenomenon, In W. Stewart(Ed.). Job Stress and burnout: Research, theory, and intervention perspective(29-40). Beverly Hills: Sage Publications.
Mitchell, T. R. & Lee, T. W. (2001). The unfolding model voluntary turnover and job embeddedness: Foundations for a comprehensive theory of attachment. Research in Organizational Behavior, 23, 189-246.
Mobley, W. H. (1982). Some underworked questions in turnover and withdrawal research. Academy of Management Review, 7(1), 111-116.
Morris, J. A. & Feldman, D. C. (1996). The dimension, antecedents, and consequences of emotional labor. Academy of Management Review, 21(4), 986-1010.
Morris, J. A., & Feldman, D. C. (1997). Managing emotions in the workplace. Journal of Managerial Issues, 9, 257-274.
Pizam, A., & Thomburg. S. W. (2000). Absenteeism and voluntary turnover in Cenral Florida Hotels. International Journal Hospitality Management, 19(2)
Rafaeli, A., & Sutton, R. I. (1987). Expression of emotions as part of the work role. Academy of Management Review, 12, 23-37.
Rafaeli, A., & Sutton, R. I. (1989). The expression of emotion in organizational life. In L. L. Cummings, B. M. Staw (Eds.), Research in organizational Behavior, 11, 1-42. Greenwich, CT: JAI Press.
Riolli, L., & Savicki, V. (2003). Optimism and coping as moderators of the relation between work resources and burnout in information service workers. International Journal of Stress Management, 10(3), 235-252.
Sax, R., & Weitz, B. A. (1982). The SOCO scale: A measure of the customer orientation of salespeople. Journal of Marketing Research, 19, 343-351.
Sideman Goldberg, L. S., & Grandey, A. A. (2007). Display rules versus display autonomy: Emotional regulation, emotional exhaustion, and task performance in a call center simulation. Journal of Occupational health Psychology, 12, 301-318.
Singh, J., Goolsby, J. R., & Rhoades, G. K. (1994). Behavioral and psychological consequences of boundary spanning burnout for customer service representatives. Journal of Marketing Research, 16, 558-569.
Wharton, A. S., & Erickson, R. J. (1993). Managing emotions on the job and at home: Understanding the consequences of multiple emotional roles. Academy of Management Review, 18, 457-486.