Effect of Private SECURITY Guards' Emotional Labor on Organizational Effectiveness -Focusing on Apartment SECURITY Guards-

Abstract

Currently, most apartments hire security guards to prevent crimes and outside intrusions and with ever rising expectation and demand not only for individual security but also for efficiency and satisfaction with living services and conveniences, residents' demands toward the apartment security guards are also multiplying. Thus, as they perform delivery and safekeeping of door-to-door express service and mails, notification of information on apartment complex, removal of snow and preventing flood, drainage work, etc. other than crime prevention and order maintenance activities, they have special characteristics different from those of general security guards or intermittent workers. Thus, with the change of social environment, it is expected that apartment security guards' emotional labor will be on steady increase and thus, basic studies are required to prepare policies to ameliorate its side effects. Therefore, this study aims to grasp the reality of apartment security guards' emotional labor, elucidate its effect on job satisfaction, organizational commitment, turnover intention and, based on study results, to suggest ways and policy implications to reduce harm and damage from apartment security guards' emotional labor and manage it effectively. In order to explore the effect of apartment security guards' emotional labor on organizational effectiveness, this study analyzed first, the difference between emotional labor and organizational effectiveness based on demographic characteristics and second, the relationship between emotional labor and organizational effectiveness(job satisfaction, organizational commitment and turnover intention). First, as the result of analysis on the difference between emotional labor and organizational effectiveness based on demographic characteristics, there were significant differences in deep acting and job satisfaction depending on monthly income. Due to characteristics of apartment security guards' job which requires both their original security work and treatment of residents' complaints, they have trouble focusing on their work as their rest periods are not even kept. Since high turnover rate from low wage, excessive work, job stress and burnout not only causes temporal and economic loss but also lowers individual and corporate performance, it is necessary to take proactive actions for insecure work environment in the long term focusing on balanced achievement of goals. Second, as the result of analysis on the effect of apartment security guards' emotional labor on organizational effectiveness, surface acting of emotional labor had negative(-) effect on job satisfaction and organizational commitment, which are sub-factors of organizational effectiveness, and had positive(+) effect on turnover intention. On the other hand, deep acting of emotional labor had positive(+) effect on job satisfaction and organizational commitment, which are sub-factors of organizational effectiveness, and had negative(-) effect on turnover intention. Results of the study imply that prevention and management of emotional labor is required on organizational level so that damages by emotional labor can be prevented in the process of apartment security guards' job performance. In addition, it is necessary to enact laws to compensate emotional labor, to improve poor labor conditions and treatment and to prepare work manuals and punishment regulations on customer wrongdoings.