정서노동과 조직지원환경이 항공사 승무원의 경력만족에 미치는 영향
The Effect of Emotional Labor and Organizational Supportive Environment on Flight Attendant’s Career Satisfaction
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초록
본 연구는 자원보존이론 관점에서 정서노동 및 조직지원환경이 경력만족에 미치는 영향을 검증하였다. 추가로 직무요구－통제 모델에 입각하여 조직지원환경이 정서노동과 경력만족의 관계에서 조절역할을 하는지를 분석하였다. 연구결과는 다음과 같다. 첫째, 정서노동이 경력만족에 부정(－)적 영향을 미칠 것이라는 가설 1은 증명되지 못했다. 이는 자신의 정서 상태와는 상관없이 긍정적 정서 표현이 기대되는 승무원 직종의 특성상 정서노동을 당연한것으로 받아들여 정서노동이 경력만족에 부정적 결과를 초래하지는 않은 것으로 판단된다. 이러한연구 결과의 일반화를 위해서는 표본 대상의 확대, 다른 직종과의 비교 등의 추가 작업이 필요하다고본다. 둘째, 교육훈련, 상담, 조직지원인식을 포함하는 조직지원환경이 경력만족에 긍정(＋)적 영향을 미칠 것이라는 가설 2는 모두 증명되었다. 따라서 조직은 교육훈련, 상담제도를 강화하고, 나아가 구성원을 적극적으로 지원하고 있다는 인식을 높일 수 있도록 하는 분위기 형성 노력이 필요하다. 셋째, 정서노동과 경력만족의 관계에서 조직지원환경의 조절효과를 추가적으로 분석한 결과, 어떤정서노동과 조직지원인식의 상호작용항도 의미있는 영향을 미치지 못하는 것으로 나타났다. 따라서조직지원환경은 정서노동과 경력만족의 관계를 완화, 혹은 강화하는 보조적 기능이 아니라, 경력만족에 대한 중요한 독립변수 역할을 한다는 것을 밝혔다.
Abstract
This study is to testify the effect of emotional labor and organizational supportive environment on flight attendant’s career satisfaction in the perspective of conservation of resources that Hobfol(1988; 1989) introduced in explaining employee’s attitude such as stress, burnout, and organizational commitment. The results of this study are as follows;First, hypothesis 1 that emotional labor that is measured in surface acting that is a type of emotional labor and is a positive emotional expression without feeling it internally, as a loss of resource, has a negative effect on flight attendant’s career satisfaction is not supported. This means that flight attendants may regard emotional labor as quite natural, though surface acting needs assumption of resources. Second, hypothesis 2 that organizational supportive environment, which is divided into 3variables such as education and training, counselling, and perceived organizational support, has a positive effect on flight attendant’s career satisfaction is supported. This means that flight attendants may regard organizational supportive environment as a gain of resource. Therefore organizations should take measures that are needed in improving organizational supportive environment. Keywords
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