직무 요구와 자원이 정서노동에 미치는 영향: 스트레스 대처방식의 매개효과를 중심으로
The effects of job demand and resource on emotional labor: The mediating effect of stress coping strategies
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초록
본 연구는 미국 호텔 종업원 520명을 대상으로, 다양한 직무요구와 직무자원이 주어지는 직무환경에서 스트레스 대처방식의 선택에 따라 정서노동 수행방식도 차이가 있음을 검증하고자 하였다. 직무요구는 정서 중심적 대처방식을 통하여 표면행동을 증가시키고, 직무자원은 문제 중심적 대처방식을 통하여 내면행동을 증가시킨다는 모형을 제안하였다. 각각의 매개모형을 검증한 후 가설적 통합 모형을 검증한 결과, 정서 중심적 대처는 직무요구와 표면행동 간에 완전매개 역할을 하였고, 문제 중심적 대처는 직무자원과 내면행동 간에 부분매개 역학을 하는 것으로 나타났다. 또한, 통합 모형을 여러 경쟁모형들을 설정하여 비교한 결과 두 개의 매개모형이 서로 영향을 미치지 않고 독립적으로 이루어지는 것을 밝혔으며, 연구자의 가설적 통합모형이 호텔의 직무 환경을 가장 적합하게 설명하고 있는 것으로 나타났다. 끝으로 결론에서는 직무자원의 중요성과 문제 중심적 대처방식의 훈련 필요성 등 조직차원에서의 시사점과 연구의 제한점이 논의되었다.
Abstract
This study of 520 participants from hotels investigated that stress coping strategies mediates the relationships between job demand-resource and emotional labor strategies. The hypothesis underlying this study was that job demand-resource would use different coping strategies, with different outcomes in terms of surface acting and deep acting. Structural equation model results indicated that emotion-oriented coping fully mediated the relationships between job demand and surface acting, while problem-oriented coping partially mediated the relationships between job resource and deep acting. The results showed that high job demands elevate levels of surface acting and this effect was found to be mediated by emotion-oriented coping. Results also showed that high job resources elevate levels of deep acting and this effect was found to be mediated by problem-oriented coping. In addition, hypothetical integration model was compared to other competing models, demonstrating the independent effect of job demand-resource on coping strategies and emotional labor strategies in the hypothetical integration model. Overall, the study found how cognitive process(coping strategies) can influence employee's emotion regulation process(emotional strategies). Implications of these results for study and practice are discussed.
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