감정노동에 따른 공항서비스 직원의 심리적 메커니즘에 관한 실증연구
An Empirical Study on the Airline Service Employees’ Psychological Mechanism according to the Emotional Labor
0
조회
0
다운로드
3
인용
0
참고문헌
키워드
초록
Purpose – Service employees who work at airline check-in counters in airport are typically employed to undergo emotional labor. Emotional labor of airport service employees is an important managerial issue that must be solved. This study attempts to examine the underlying mechanism of emotional labor on turnover intention. It focuses on the consequences of emotional labor of service employees. The purpose of this study is to examine and empirically test how the two-types of emotional labor(deep-acting & surface-acting) of service employees differently affect the level of their job satisfaction and job stress. It also investigates the relationship between job satisfaction, job stress, and turnover intention. For this purpose, first, this study identified the structural relationship between emotional labor, job satisfaction, job stress, and turnover intention. Second, it investigated the mediating effects of job satisfaction between deep-acting and turnover intention. Research design, data, and methodology – To empirically test these structural relationships among research variables, data were collected by a interview from service manager of domestic airline companies and survey from 179 service employees who are working at single domestic airline check-in counters in airports in Korea using a self-rating questionnaire with total 19 items dealing with emotional labor, job satisfaction, job stress, and turnover intention. To test the research hypotheses, collected data were analyzed by confirmatory factor analysis (CFA) and structure equation model (SEM). Results – This study obtains meaningful research results. The results from this study are as follows. First, deep-acting has a positive effect on job satisfaction, whereas, deep-acting has a negative effect on job satisfaction. Second, surface-acting has a positive effect on job stress, whereas, the effects of surface-acting on job satisfaction did not show statistically significant result. Also, job satisfaction has partial mediating roles to the relationship between deep-acting and turnover intention. Conclusions – Based on the results of this empirical study, emotional labor of service employees is one of the key factors influencing their job satisfaction and job stress. In particular, deep-acting is the important factor in emotional labor to increase job satisfaction and reduce job stress. Finally, theoretical, managerial implications, and research limitations are mentioned in discussion parts.
Abstract
Purpose – Service employees who work at airline check-in counters in airport are typically employed to undergo emotional labor. Emotional labor of airport service employees is an important managerial issue that must be solved. This study attempts to examine the underlying mechanism of emotional labor on turnover intention. It focuses on the consequences of emotional labor of service employees. The purpose of this study is to examine and empirically test how the two-types of emotional labor(deep-acting & surface-acting) of service employees differently affect the level of their job satisfaction and job stress. It also investigates the relationship between job satisfaction, job stress, and turnover intention. For this purpose, first, this study identified the structural relationship between emotional labor, job satisfaction, job stress, and turnover intention. Second, it investigated the mediating effects of job satisfaction between deep-acting and turnover intention. Research design, data, and methodology – To empirically test these structural relationships among research variables, data were collected by a interview from service manager of domestic airline companies and survey from 179 service employees who are working at single domestic airline check-in counters in airports in Korea using a self-rating questionnaire with total 19 items dealing with emotional labor, job satisfaction, job stress, and turnover intention. To test the research hypotheses, collected data were analyzed by confirmatory factor analysis (CFA) and structure equation model (SEM). Results – This study obtains meaningful research results. The results from this study are as follows. First, deep-acting has a positive effect on job satisfaction, whereas, deep-acting has a negative effect on job satisfaction. Second, surface-acting has a positive effect on job stress, whereas, the effects of surface-acting on job satisfaction did not show statistically significant result. Also, job satisfaction has partial mediating roles to the relationship between deep-acting and turnover intention. Conclusions – Based on the results of this empirical study, emotional labor of service employees is one of the key factors influencing their job satisfaction and job stress. In particular, deep-acting is the important factor in emotional labor to increase job satisfaction and reduce job stress. Finally, theoretical, managerial implications, and research limitations are mentioned in discussion parts.
참고문헌 (37)
- Ashforth, B. E., "Emotional labor in service roles : The influence of identity", Academy of Management Review, 18, pp.88~115 (1993)
- Ashforth, B. E., "Emotion in organizations", pp.184~203 (2000)
- Babakus, E., "An empirical assessment of the SERVQUAL scale", Journal of Business Research, 24(3), pp.253~268 (1992)
- Bono, J. E., "Emotions in organizational behavior", pp.213~233 (2005), Erlbaum
- Brent, A. Scott., "A multi-level field investigation of emotional labor, affect, work withdrawal, and gender", Academy of Management Journal, 54(1), pp.116~136 (2011)
- Brotheridge, C. M., "Emotional labor and burnout : comparing two perspectives of"People Work"", Journal of Vocational Behavior, 60, pp.17~39 (2002)
- Brotheridge, C. M., "Testing a conservation of resources model of the dynamics of emotional labor", Journal of Occupational Health Psychology, 7, pp.57~57 (2002)
- Brotheridge, C. M., "Development and validation of the emotional labour scale", Journal of Occupational and Organizational Psychology, 76, pp.365~379 (2003)
- Churchill Jr, Gilbert A., "The determinants of salesperson performance : a meta analysis", Journal of marketing research, 22(2), pp.103~118 (1985)
- Diefendorff, J. M., "The dimensionality and antecedents of emotional labor strategies", Journal of Vocational Behavior, 66(2), pp.339~ (2005)
- Dormann, Christian, "Customer-related social stressors and burnout", Journal of Occupational Health Psychology, 9(1), pp.61~82 (2004)
- Franke, G. R., "Salesperson adaptive selling behavior and customer orientation", Journal of Marketing Research, 21(1), pp.1~31 (2006)
- Grandey, A. A., "Emotional regulation in the workplace : A new way to conceptualize emotional labor", Journal of Occupational Health Psychology, 5(1), pp.95~110 (2000)
- Grandey, A. A., "When the show must go on : Surface and deep acting as determinants of emotional exhaustion and peer-rated service delivery", Academy of Management Journal, 46(1), pp.86~96 (2003)
- Grandey, A., "Must"service with a smile"be stressful? The Moderating Role of Personal Control for American and French Employees", Journal of Applied Psychology, 90(5), pp.893~904 (2005)
- Grandey, A. A., "Interactions with the public : Bridging job design and emotional labor perspectives", Journal of Organizational Behavior, 31(2), pp.338~350 (2010)
- Hochschild, A. R., "The Managed Heart:Commercialisation of Human Feeling" (1983), University of California Press
- 김종진, "Effects of Ethical Management on Job Satisfaction and Turnover in the South Korean Service Industry", 산경연구논집, 6(1), pp.17~26 (2015), 한국유통과학회
- 김태성, "KTX승무서비스 종사자의 감정노동이 감정소진과 이직의도에 미치는 영향", 한국철도학회논문집, 16(1), pp.71~77 (2013), 한국철도학회
- Yong-Min Kim, "Effects of SNS Characteristics upon Consumers’ Awareness, Purchase Intention, and Recommendation", 산경연구논집, 5(1), pp.27~37 (2014), 한국유통과학회
- 고보경, "항공사 승무원의 감정노동과 직무만족 및 직무성과와의 관계에서 감정소진의 매개효과", 관광레저연구, 25(8), pp.337~353 (2013), (사)한국관광레저학회
- Law, K. S., "The construct and criterion validity of emotion intelligence and its potential utility for management studies", Journal of Applied Psychology, 89(3), pp.483~372 (2004)
- 이준섭, "감정노동의 긍정적 효과에 관한 연구: 영업사원의 목표지향성, 감정노동 및 적응적 판매행동의 구조적 관계", 서비스경영학회지, 17(4), pp.1~21 (2016), 한국서비스경영학회[DOI]
- Lewig, K. A., "Emotional dissonance, emotional exhaustion and job satisfaction in call centre workers", European Journal of Work and Organizational Psychology, 12(4), pp.366~392 (2003)
- Mayer, J. D., "An Emerging Understanding of the reflective experience of mood", Journal of Research in Personality, 28, pp.351~373 (1994)
- Mayer, J. D., "Emotional intelligence as a standard intelligence", Emotion, 1, pp.232~242 (2001)
- Mobley, W. H., "Some underworked questions in turnover and withdrawal research", Academy of Management Review, 7(1), pp.111~116 (1982)
- Morris, J. A., "The dimensions, antecedents, and consequences of emotional labor", Academy of Management Review, 21(4), pp.986~1010 (1996)
- Nunnally, J. C., "Psychometic Theory" (1994), McGraw-Hill
- Parkinson, B., "Emotional stylists : Strategies of expressive management among trainee hairdressers", Cognition and Emotion, 5, pp.419~434 (1991)
- Preacher, K. J., "Addressing moderated mediation hypotheses : theory, methods, and prescriptions", Multivariate Behavioral Research, 42(1), pp.185~227 (2007)
- Rafaeli, A., "Expression of emotion as part of the work role", The Academy of Management Review, 12(1), pp.23~37 (1987)
- Chung-Sub Shin, "The Impact of Korean Franchise Coffee Shop Service Quality and Atmosphere on Customer Satisfaction and Loyalty", The East Asian Journal of Business Management, 5(4), pp.47~57 (2015), 한국유통과학회
- Tett, R. P., "Job satisfaction, organizational commitment, turnover intention, and turnover : path analyses based on meta-analytic findings", Personnel Psychology, 46(2), pp.215~233 (1993)
- Wasmuth, W. J., "Managing employee turnover", Cornell Hotel and Restaurant Quarterly, 23(4), pp.15~22 (1983)
- Zhao, X., "Examining the relationship of work-family conflict to job and life satisfaction : A case of hotel sales manager", International Journal of Hospitality Management, 30, pp.46~54 (2011)
- Zapf, D., "Emotion work and psychological well-being : A review of the literature and some conceptual consider actions", Human Resource Management Review, 12, pp.237~268 (2002)