본 연구는 상사에 대한 정서노동(표면행동, 내면행동)이 이직의도에 미치는 영향을 알아보고, 두 변인 간 관계에서 직무태도(직무탈진, 직무열의)의 매개효과를 검증하였다. 이와 더불어 성별의 조절효과도 검증하였는데, 직무탈진이 이직의도에 미치는 영향이 성별에 따라 어떻게 달라지는지 확인하고자 하였다. 이를 위해 국내 다양한 기업에서 근무하고 있는 종업원을 대상으로 온라인 설문조사를 실시하였고, 총 287명의 응답 자료가 분석에 사용되었다. 연구결과, 상사에 대한 정서노동은 직무탈진과 직무열의를 예측하였으며, 구체적으로 표면행동은 직무탈진에 정적 영향, 직무열의에 부적 영향을 미쳤고, 내면행동은 직무탈진에 부적 영향, 직무열의에 정적 영향을 미쳤다. 또한 직무탈진은 이직의도를 정적으로 예측하며 표면행동과 이직의도 사이를 완전 매개 한 반면, 직무열의와 이직의도의 관계는 유의하지 않았다. 조절효과의 경우, 남성이 여성에 비해 직무탈진이 이직의도에 미치는 정적 영향이 더 큰 것으로 나타났다. 마지막으로 본 연구의 시사점과 제한점, 향후 연구 방향을 제안하였다.
The purpose of this study was to examine the relationship between emotional labor(surface acting, deep acting) and turnover intention, focusing on a mediating effect of job attitude(burnout, work engagement). In addition, the moderating role of gender is tested within the relationship between burnout and turnover intention. A total of 287 employees working at different fields in Korea participated in an on-line survey. The results indicated that emotional labor had influence on job attitude. Specifically, surface acting was correlated positively with burnout and negatively with work engagement, while deep acting was correlated negatively with burnout and positively with work engagement. Burnout fully mediated the relationship between surface acting and turnover intention. Work engagement, on the other hand, did not predict turnover intention. Moreover, the moderating role of gender was significant. Gender showed the moderating effect on relationship between job attitude and turnover intention. Finally, the implications and future research directions were discussed.
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