ISSN : 1229-0696
감정노동에 장기간 종사하게 되면 개인의 직무 중과 직무 외 정서 경험과 정서조절 전략은 어떠한 특징을 가지게 될까? 본 연구에서는 국내 항공사에서 1개월에서 16년 이상까지의 근무경력을 가진 165명의 객실 승무원을 대상으로, 감정노동의 근무연수에 따른 개인의 정서반응 차이를 알아보았다. 먼저, 회귀분석을 통해 감정노동의 근무기간에 따른 개인의 정서경험의 차이를 알아본 결과, 근무 연수가 높을수록 부정적 정서 경험이 적은 선형회귀 형태를 보이는 것으로 나타났다. 그러나 근무연수와 긍정적 정서 경험은 곡선회귀의 형태를 보였는데, 즉, 근무기간이 증가할수록 긍정적 정서 경험이 줄어드나 근무연수 8년 이상의 노동자들은 근무기간에 따라 긍정적 경험 정도가 다시 증가하는 것으로 나타났다. 이러한 곡선적 회귀관계는 근무연수와 인지적 재평가에서도 발견되었다. 근무 연수가 증가할수록 인지적 재평가를 더 적게 하는 것으로 나타났으나, 근무연수 8년 이상의 노동자들은 근무연수에 따라 인지적 재평가를 더 많이 하는 것으로 나타났다. 다음으로, 조절효과 모델을 통해 근무연수에 따라 정서조절 전략이 직무 중에서 직무 외로 전이되는 정도에 차이가 있는지를 알아보았다. 그 결과, 근무연수가 적은 노동자들은(-1SD) 직무 중과 직무 외 인지적 재평가가 더 큰 관련성을 보이지만, 근무연수가 긴 노동자들은(+1SD) 직무 중과 직무 외 인지적 재평가가 상대적으로 낮은 관련성을 보였다. 이러한 결과는 감정노동의 초기에 직무 중에서 직무 외로 정서조절 전략의 전이가 많이 이루어진다는 것을 제안한다. 본 연구의 결과의 이론적 함의와 감정노동자 회복 프로그램을 위한 제언을 논의하였다.
This study investigated emotional experience and emotion regulations among emotional laborers at work and off work across work years. In order to make a cross-sectional approach, 165 cabin crews were recruited from a commercial airline in Korea, whose work experiences varies from 1 month to longer than 16 years. The results of regression analysis showed that negative emotional experiences were explained by work years. However, positive emotional experiences reduced among laborers with up to around 8 work years and then increased. Such curvlinear pattern was also found in cognitive reappraisal, which is a type of emotion regulation strategies. In addition, we conducted moderation analyses to investigate the association between emotion regulation at work and off work in terms of work years. The results showed that the association between cognitive reappraisal at work and off work were stronger among laborers with short work years than those with long work years. These findings suggest that the maladaptive consequences of emotional labor such as less positive emotional experiences, less cognitive reappraisal, and more spillover effect may tone down at some point of work years. Theoretical implications and suggestions for practitioners were included.
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