정서노동 유형과 웰빙 및 객관적 수행: 표면 및 내면행위의 잠재 프로파일 분석
Emotional labor actors, well-being, and objective performance: A Latent Profile Analysis of Emotional Labor Strategies
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개인은 정서 노동 요구를 수행하기 위하여 표면 및 내면 행위를 배타적으로만 사용하는 것이 아니라 조합해서 사용할 수 있다. 그러나 대부분의 정서 노동 연구는 표면 및 내면행위의 개별 효과에 초점을 두었다. 이런 변인 중심 접근은 두 전략을 독특한 방식으로 사용하는 하위 집단들을 포착하기 어렵다. 본 연구는 사람 중심 접근의 잠재 프로파일 분석을 사용하여 사교육 종사자들의 정서노동 유형을 탐색함으로써, 표면 및 내면행위의 사용 방식이 독특한 다섯 가지 정서노동 유형을 확인하였다: 잠재 내면행위자(trying yet faking), 낮은 표면행위자(some faking), 과내면행위자(high deep actors), 과조절자(high regulators), 및 중간 조절자(moderates). 그리고 정서노동 유형이 개인의 웰빙(정서고갈, 직무만족)과 객관적 수행(신규판매, 회원순증)을 다르게 예측한다는 것을 밝혔다. 본 연구는 웰빙과 수행 지표를 함께 사용함으로써, 개인 웰빙에 해롭지만 조직 이익에 이로운 정서노동 사용 방식을 확인하였다. 끝으로, 사람 중심 접근을 사용한 본 연구의 이론 및 실용적 기여를 논의하고, 한계와 후속 연구 방향을 제안하였다.
Abstract
To manage the emotional labor demands, employees may primarily rely on one strategy or the other while they may use surface and deep acting in conjunction. However, most research on emotional labor have investigated how two emotional labor strategies function to predict employee well-being separately. This variable-centered perspective is difficult to capture subpopulations of employees who may differ in their combined use of surface and deep acting. Using latent profile analysis, the current study examined potential emotional labor profiles from a person-centered perspective. We identified 5 emotional labor profiles: trying yet faking, some faking, high deep actors, high regulators, and moderates. Also this profiles differently predicted employee well-being (emotional exhaustion and job satisfaction) and objective performance (new sales and member increase). The present study captured the particular conditions in which emotional labor may lead to positive or negative outcomes for employees and organizations.
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