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정서노동과 직무관련 변수들 간 관계: 메타분석(Meta-Analysis)

The Relationships between Emotional Labor and Job-related Variables: Meta-analysis

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주제분류심리과학

초록

본 연구의 목적은 국내 선행연구들에서 보고된 정서노동과 직무관련 변수(직무탈진, 이직의도, 직무만족, 조직몰입)간 관련성을 메타분석을 통해 체계적으로 통합하는 것이다. 이를 위해 2012년 2월까지 국내의 학위논문 및 학술지에 게재된 총 43개의 연구들을 대상으로 Hunter와 Schmidt(2004), 그리고 Borenstein 등(2009)이 제안한 절차에 따라 무선효과모형(random-effects model)을 적용한 메타분석을 하였다. 분석 결과, 정서노동이 표면행위와 내면행위로 분류되었을 때 관련된 준거변수와 서로 다른 관계를 가지는 것을 확인하였다. 즉, 정서노동의 표면행위는 조직의 입장에서 바람직하지 못한 변수인 정서적 소진, 비인격화, 그리고 이직의도와 정적인 진상관을 보이고, 내면행위는 비인격화와는 부적인 진상관을, 그리고 조직의 입장에서 바람직한 변수인 조직몰입과는 정적인 진상관을 보였다. 또한 서비스 전문성 유형과 학술지 게재여부에 따라 정서노동과 직무관련 변수 간 관계에서 차이가 있는 것으로 나타났다. 본 연구와 서구에서 실시한 메타분석 결과를 비교해 보았을 때, 한국에서는 정서노동의 내면행위 전략을 취할 때 직무탈진 변수, 직무만족, 조직몰입과의 효과크기와 방향이 조직에 바람직한 결과를 가지는 것을 알 수 있다. 마지막으로 본 연구결과를 토대로 시사점과 제한점 및 향후 연구의 방향에 대해 논의하였다.

Abstract

The purpose of this study is to meta-analyze the relationships between the emotional labor and job-related variables such as burnout, turnover intention, job satisfaction, and organizational commitment among Korean emotional workers. In total, there were 11835 employees from 43 studies that were meta-analysed in the present study using Hunter and Schmidt(2004)’s and Borenstein et al.(2009)’s procedures. It was revealed that emotional labors, depending on whether they were surface acting or deep acting, have different relationships with criterion variables. That is, the surface acting was positively related with emotional exhaustion, depersonalization, and turnover intention. In contrast, the deep acting was negatively related with emotional depersonalization and positively related with organizational commitment. It was revealed that professionality of service was a thoretical moderator and source of papers was a methodological moderator. Comparing with a meta-analytic study in Western literature, it was shown that deep acting strategy would bring desirable results to organizations in terms of the relationships between emotional labors and criterion variables such as burnout, job satisfaction, and organizational commitment. Lastly, implications and limitations of the study, and directions for future research were discussed.

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