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정서적 불일치에 대한 귀인과 긍정적 기분이 정서조절 행위에 미치는 영향

The Effects of Attribution about Emotional Dissonanceand Positive Mood on the Emotional Regulation Behavior

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주제분류심리과학

초록

최근 경제사회에서는 서비스 산업이 매우 중요한 역할을 하고 있고(Zapf & Holz, 2006) 이에 육체나 지적인 노동 외에도 정서를 매개로 하는 정서노동이 주목을 받고 있다(Grandey, 2000). 정서노동에 있어 핵심이 되는 것은 조직이 요구하는 정서 표현규칙과 자신이 느끼는 정서가 다를 때 발생하는 정서적 불일치를 해소하기 위한 정서조절행위(James, 1989)이며 이에는 내면행위와 표면행위가 있다(Hochschild, 1983). 이 논문에서는 정서조절 행위의 선행요인으로 정서적 불일치에 대한 귀인과 긍정적 기분을 설정하였으며, 이 관계를 조절할 수 있는 변수로 표현규칙의 공정성에 대한 지각을 살펴보았다. 특히 이 논문에서는 정서노동이 개인 내 정서를 기제로 하고 있기 때문에 기존의 1회적이며 회고적인 방식의 설문에 문제가 있다는 점을 제기하고(Hektner, Schmidt, & Csikszentmihalyi, 2007), 이 문제점을 해결하기 위해 경험표집방법(Experience sampling method, ESM)을 통해서 표본을 수집하였으며 위계적 선형모형으로 개인 내 변수(within-individual)와 개인 간 변수(between-individual) 간의 관계를 분석하였다. 국내 금융 서비스 업체 고객접점 근무 사원 39명을 대상으로 총 7일간에 걸쳐 수집한 273개의 응답을 분석한 결과 첫째, 내부귀인을 많이 하는 종업원은 내면행위를 많이 하며 외부귀인을 많이 하는 종업원은 표면행위를 많이 하였고, 둘째, 긍정적 기분은 정서조절 행위에 부적 영향을 미쳤다. 셋째, 표현규칙의 공정성에 대한 지각은 귀인과 정서조절 행위의 관계를 조절하는 것으로 밝혀졌다. 이러한 연구결과들을 바탕으로 본 논문의 이론적, 실무적 시사점과 제한점 및 향후 연구방향을 제시하였다.

Abstract

The core aspect of emotional labor is emotional regulation behavior to resolve emotional dissonance between emotional display rules that the organizations require and employee's felt emotion. In this study, we tested attribution about emotional dissonance and positive mood as antecedents of emotional regulation behavior and display rule fairness perception as a moderator. Because emotional labor has a mechanism using emotion that change in individual everyday, we used experience sampling method to free our research from reliance on respondents'(possibly biased) recall and to resolve the problem that one time sampling has. And then, we analyzed this model by using hierarchical linear model that can explain the difference between within-individual level and between-individual level. This study tested research model using data collected from 39 employees of domestic financing service company for 7days. At first, we found that attribution about emotional dissonance has an impact on emotional regulation behavior. Employees who attribute to internal reason show deep acting and employees who attribute to external reason show surface acting. Secondly, positive mood has an impact on emotional regulation behavior. Individuals who have positive mood show deep acting less than who don't have. Thirdly, display rule fairness perception moderates relationship between attribution and emotional regulation behavior. If employees think their rules unfair, they show deep acting less and surface acting more regardless of attribution. At last, display rule fairness perception moderates relationship between positive mood and emotional regulation behavior. If employees feel their rules fair, they show deep acting more regardless of mood. Finally, the theoretical and practical implications of this study were discussed, and the limitation of this study and several directions for future research were also suggested.

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