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감정노동과 이직 : 정서고갈과 인간관계의 매개역할

The Mediating Role of Emotional Exhaustion and Interpersonal Relationship between Emotional Labor and Turnover Intention

임창희
대한경영정보학회 (Daehan Academy Of Management Information Systems)|2008.12|경영과 정보연구 (Management & Information Systems Review)|제27호|pp. 173-200|DOI 10.29214/damis.2008..27.008

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참고문헌

키워드

emotional laboremotional exhaustionturnover intentioninterpersonal relationshipsocial exchange theory
주제분류경영학

초록

While recommendations and anecdotal evidence for reducing the negative impact of emotional pressure in the emotional workplace, there has been very little empirical work examining use of the social exchange theory framework. Our purpose was to extend the effort reducing the negative effect of emotional labor by introducing interpersonal relationships of employees. The purpose of this study is to prove that emotional labor influences on emotional exhaustion, and social relationship have a mediating role between emotional exhaustion and turnover intention by test of the hypotheses. The result of the empirical analysis are as follows: Emotional labor influence positively emotional exhaustion of workers and their turnover intention. The social relationships has negative relationship with emotional exhaustion and turnover intention. Finally the relationship emotional labor- turnover intention is mediated by emotional exhaustion and the quality of social relationships. The effects of latent variables on turnover intention are explained to a certain degree by our proposed mediating model. Though this study contributed both academically and practically, it has some limitations, and additional comments for future research are presented at the conclusion of this study. Assessment on variables was done by direct reports of the respondents, for example, which the objective degree of the emotional exhaustion and quality of social relationships can be different compared with respondents' self assessment. Finally, it was discussed with theoretical and managerial implications, limitations, and suggestions for the future research.

Abstract

While recommendations and anecdotal evidence for reducing the negative impact of emotional pressure in the emotional workplace, there has been very little empirical work examining use of the social exchange theory framework. Our purpose was to extend the effort reducing the negative effect of emotional labor by introducing interpersonal relationships of employees. The purpose of this study is to prove that emotional labor influences on emotional exhaustion, and social relationship have a mediating role between emotional exhaustion and turnover intention by test of the hypotheses. The result of the empirical analysis are as follows: Emotional labor influence positively emotional exhaustion of workers and their turnover intention. The social relationships has negative relationship with emotional exhaustion and turnover intention. Finally the relationship emotional labor- turnover intention is mediated by emotional exhaustion and the quality of social relationships. The effects of latent variables on turnover intention are explained to a certain degree by our proposed mediating model. Though this study contributed both academically and practically, it has some limitations, and additional comments for future research are presented at the conclusion of this study. Assessment on variables was done by direct reports of the respondents, for example, which the objective degree of the emotional exhaustion and quality of social relationships can be different compared with respondents' self assessment. Finally, it was discussed with theoretical and managerial implications, limitations, and suggestions for the future research.

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