본 연구는 정서노동 장면에서 개인적 정서특성(예, 정서지능)의 역할과는 별도로 상호적 정서특성인 감정이입(정서전염, 공감배려)이 종업원이 경험하는 직무탈진과 직무열의에 대해 추가적인 설명력을 보여줄 것으로 가정하고, 서비스직 종사자들의 감정이입이 이들의 직무탈진과 직무열의에 어떠한 영향을 미치는지 알아보았다. 이동통신사 콜센터 상담원을 226명을 대상으로 하였으며, 이들의 주 업무는 고객과의 일반상담, 해지상담, 연체상담 등이었다. 연구의 주요결과는 첫째, 감정이입은 정서지능과 정서노동(표면행동, 내면행동)을 통제한 후에도 직무탈진과 직무열의에 유의한 영향력을 보여주었다(가설 1, 2 채택). 둘째, 표면행동이 직무탈진에 미치는 영향에 대한 정서전염의 조절효과 검증에서는 정서전염의 수준과 상관없이 표면행동이 높을수록 직무탈진이 증가했다(가설 3 기각). 셋째, 정서노동 장면에서 공감배려가 높은 노동자는 내면행동을 증가시켜 결과적으로 직무열의를 높게 경험하고 있었다(가설 4 채택). 넷째, 정서전염과 공감배려의 관계에서, 높은 공감배려는 정서전염이 직무탈진에 미치는 영향을 감소시키고 있었다(가설 5 채택). 마지막으로 연구의 시사점 및 제한점과 추후연구 제안을 논의하였다.
This study was intended to examine the influence of service worker’s empathy(emotional contagion, empathic concern) on their burnout and engagement. We hypothesized empathy as interactive emotional trait would have incremental interpretation over emotional intelligence and PANAS as individual emotional trait. The participants were 226 employees of a call center. The primary implications were followings. First, empathy significantly influenced on burnout and engagement even after control of emotional intelligence and emotional labors(surface acting, deep acting). Second, there is no moderating effect of emotional contagion on the relation between surface acting and burnout that high surface acting influenced high burnout regardless of the emotional contagion level. Third, deep acting mediated between empathic concern and engagement. Forth, empathic concern reduced the influence of emotional contagion on burnout. Finally, the implications and limitations were discussed.
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