콜센터 상담원의 직무탈진과 정서노동의 전후 관계 확인
Identification of Sequential Relationship between Job Burnout and Emotional Labor of Call Center Employees
0
조회
0
다운로드
17
인용
0
참고문헌
키워드
초록
본 연구의 목적은 콜센터 상담원을 대상으로 정서노동과 직무탈진의 전후관계를 확인하는데 있다. 이를 위해 정서노동을 하게 되어 직무탈진에 이르게 되는가 아니면 직무탈진의 결과로 표면적 정서노동을 하게 되는가에 관한 2개의 경쟁적 구조방정식 모형을 설정하고 모형의 부합도를 비교하고자 하였다. Schaufeli와 Bakker(2004)의 요구-자원 모형, 이랑, 김완석, 신강현(2006)의 요구-자원모델에서 정서노동의 역할에 관한 모형을 통합하여 본 연구의 가설적 모형을 수립하였다. 가설적인 구조방정식 모형에서 외생변수는 직무요구(고객관련 스트레서, 직무과부하), 직무자원(공동체, 통제력, 보상, 가치, 공정성)이다. 직무탈진과 직무열의는 외생변수들에 의해 영향을 받고, 이들 변수들은 정서노동에 영향을 주는 것으로 가설화되었다. 여성 콜센터 상담원 478명이 조사에 참여하였다. 정서노동과 직무탈진의 전후관계가 다른 경쟁적 구조방정식 모형들에 대한 검증 결과 직무탈진은 표면행위에, 직무열의는 내면행위에 영향을 주는 것으로 가설화된 모형의 부합도가 정서노동이 직무탈진이나 직무열의에 영향을 주는 것으로 가설화된 모형의 부합도보다 더 좋은 것으로 나타났다. 정서노동전략이 어느 시점에서 나타나느냐에 대한 논쟁이 모형에 대한 한 번의 부합도 비교를 토대로 단정짓기 어렵기 때문에 추가 이론적, 논리적 검토와 현장관찰을 통한 보다 정교한 모형설정과 모형검증노력이 뒤따라야 할 것이다.
Abstract
The purpose of this study was to investigate the sequential relationship between job burnout and emotional labor. For this purpose, We hypothesized two structural equation models and compared their fit indices to examine whether emotional labor elicited job burnout or surface acting was resulted from job burnout. Hypothetical models of this study was based on Schaufeli & Bakker(2004)'s job demand -resource model and job burnout models of Yi et al.(2006)'s. Exogenous variables in this hypothetical models were job demands(which includes customer-related social stressor, work overload) and job resources(which includes community, control, reward, value and fairness). 478 female call center employees participated in the study. The results of structural equation modeling revealed that the fit indices of the model which hypothesized the effects of job burnout on surface acting and job engagement on deep acting was better than the model which hypothesized the effects of emotional labor on job burnout and engagement. In addition, not only customer-related social stressor, work overload and job engagement had a direct effect on job burnout and engagement, but it also had a significant indirect effect on emotional labor mediated by job burnout and job engagement. Limitations of the study and the directions for future study were discussed.
참고문헌 (35)
- 신강현, "정서노동과 직무탈진 및 직무열의 관계: 정서지능의 조절효과", 한국심리학회지: 산업 및 조직, 21(3), pp.475~491 (2008), 한국산업및조직심리학회
- 이 랑, "직무탈진과 직무열의의 요구-자원 모델에서 정서노동전략의 역할: 콜센터 상담원을 대상으로", 석사, pp.2006
- 신강현, "직무탈진과 직무열의의 요구-자원 모델에서 정서노동전략의 역할 - 콜센터 상담원을 대상으로 -", 한국심리학회지: 산업 및 조직, 19(4), pp.573~596 (2006), 한국산업및조직심리학회
- 장성희, "서비스 종업원의 정서특성이 직무탈진과 업무열의에 미치는 영향: 정서노동전략의 매개효과", 석사, pp.2009
- Bakker, A. B., "Work engagement: An emerging concept in occupational health psychology", Work & Stress, 22(3), pp.187~200 (2008)
- Bakker, A. B., "How job demands, resources, and burnout predict objective performance: A constructive replication", Anxiety, Stress, & Coping, 21(3), pp.309~324 (2008)
- Bowen, D. E., "Service management effectiveness: Balancing strategy, organization and human resources, operations, and marketing" (1990), Jossey-Bass
- Bowen, D. E., "Service marketing and management: Implications for organizational behavior", Research in Organizational Behavior, 101, pp.43~80 (1988)
- Brotheridge, C. M., "Emotional labor and burnout: Comparing for perspectives of people work", Journal of Vocational Behavior, 60, pp.17~39 (2002)
- Brotheridge, C. M., "Testing a conversation of resources model of the dynamics of emotional labor", Journal of Occupational Health Psychology, 7, pp.55~67 (2002)
- Cherniss, C., "Professional burnout in human service organizations" (1980), Praeger
- Cherniss, C., "Staff burnout: Job stress in the human services" (1987), Sage Publications
- Cordes, C. L., "A review and an integration of research on job burnout", The Academy of Management review, 18(4), pp.621~656 (1993)
- Demerouti, E., "The job demands -resources model of burnout", Journal of Applied Psychology, 86, pp.499~512 (2001)
- Dormann, C., "Customer-related social stressors and burnout", Journal of Occupational Health Psychology, 9(1), pp.61~82 (2004)
- Grandey, A., "Emotion regulation in the workplace: A new way to conceptualize emotional labor", Journal of Occupational Health Psychology, 15(1), pp.95~110 (2000)
- Grandey, A., "When “The show must go on”. Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery", Academy of Management Journal, 46(1), pp.86~96 (2003)
- Grandey, A., "The emotion regulation behind the customer service smile. in : Emotions at work" (2002), Jossey-Bass
- Hochschild, A., "The managed heart: Commercialization of human feeling" (1983), University of California Press
- Jones, J. W., "Preliminary Manual: The Staff Burnout Scale for Health Professionals" (1980), London House
- Koeske, G. F., "Construct validity of the maslach burnout inventory: A critical review and reconceptualization", Journal of Applied Behavioural Science, 25, pp.131~144 (1989)
- Kruml, S. M., "Exploring the dimensions of emotional labor: The heart of Hochschild's work", Management Communication Quarterly, 14(1), pp.8~49 (2000)
- Maslach, C., "The client role in staff burnout", Journal of Social Issues, 34, pp.111~124 (1978)
- Maslach, C., "The measurement of experienced burnout", Journal of Occupational Behavior, 2, pp.99~113 (1981)
- Maslach, C., "Maslach Burnout Inventory manual (3rd ed.)" (1996), Consulting Psychologists Press
- Maslach, C., "The truth about burnout: How organizations cause personal stress and what to do about it", pp.1997, Jossey-Bass
- Maslach, C., "Early Predictors of Job Burnout and Engagement", Journal of Applied Psychology, 93(4), pp.498~512 (2008)
- Maslach, C., "Historical and conceptual development of burnout. in : Professional burnout: Recent bevelopments in theory and research", pp.1~16 (1993), Taylor & Francis
- Maslach, C., "Job burnout", Annual Review of Psychology, 52, pp.397~422 (2001)
- O'Driscoll, M., "Sources and management of excessive job stress and burnout. in : Psychology at work(4th ed.)", pp.188~223 (1996), Penguin
- Schaufeli, W. B., "Job demands, Job resources and their relationship with burnout and engagement: A multi- sample study", Journal of Organizational Behavior, 25, pp.293~315 (2004)
- Schaufeli, W. B., "The burnout companion to study and practice: A critical analysis" (1998), Taylor & Francis
- Schaufeli, W. B., "The MBI-general survey. in : Maslach Burnout Inventory manual (3rd ed.)", pp.19~26 (1996), Consulting Psychologists Press
- Schaufeli, W. B., "Work Engagement: An emerging Psychological concept and its implications, Research in Social Issues in Management(Volume 5): Managing social and Ethical Issues in Organizations" (2005), Information Age Publishers
- Schaufeli, W. B., "The measurement of engagement and burnout: A two sample confirmatory factor analytic approach", Journal of Happiness Studies, 3, pp.71~92 (2002)