감정노동과 직무만족 및 감정소진과의 관계에서 감정지능의 조절효과
The Moderating Effect on the relationship between Emotional Labor and, Emotional Exhaustion and Job Satisfaction
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초록
본 연구는 감정노동이 직무만족이나 감정 소진을 발생시키는지를 확인하고 또 그 과정에서 개인의감정지능이 어떠한 역할을 하는지 확인한다. 분석 결과로는 첫째, 직무 만족에 미치는 감정 노동의 영향력은, 표면 행위의 경우는 통계적으로 유의미한 결과가 도출되지 않았고 내면 행위의 경우는 직무만족에 긍정적 영향을 미치는 것으로 나타났다. 둘째, 감정 소진에 미치는 감정 노동의 영향력은, 표면행위의 경우는 정의 방향으로 영향을 미치는 것으로 나타났다. 셋째, 개인의 감정지능이, 직무 만족에미치는 감정 노동의 영향력을 조절하는 지를 분석한 결과는, 표면 행위 및 내면 행위 모두 통계적으로유의미한 결과가 도출되었다. 마지막으로 감정지능이 감정노동과 감정소진과의 관계를 조절하는지를분석한 결과에 의하면, 통계적으로 유의미한 수준에서 영향력을 행사하지 못하는 것으로 나타났다.
Abstract
The purpose of this study is to verify that emotional labour would lead to job satisfaction andemotional exhaustion, and emotional intelligence would moderate the relationship betweenemotional labour and its consequences. The results are as follows; Firstly, surface acting does notinfluence job satisfaction at a statistically significant level while deep acting positively affects jobsatisfaction at a statistically significant level. Secondly, surface acting positively influencesemotional exhaustion at a statistically significant level. Thirdly, emotional intelligence moderatesthe relationship between emotional labour and job satisfaction while it does not regulate therelationship between emotional labour and job satisfaction.
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