정서고갈과 이직의도의 관계에 미치는 조직컴미트먼트와 조직시민행동의 매개역할
The Mediating Role of Organizational Commitment and OCB in the Relationship between Emotional Exhaustion and Turnover Intention
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초록
그 동안 정서고갈, 조직컴미트먼트, 조직시민행동, 이직의도 간에는 많은 상관성이 존재한다는 사실이 주장되어 왔음에도 불구하고 이들 모든 변수를 함께 고려하여 종합적으로 관찰한 연구는 없었다. 본 연구에서는 개인의 정서고갈이 이직의도에 악영향을 미치는 구체적 과정에 초점을 두고 정서고갈이 자동적으로 이직의도를 초래하는 것인지 아니면 그 사이에 관련 변수들의 매개과정을 거치면서 부정적 영향을 부추기는 것인지 검토하려 했다. 이를 위해 사회적 교환이론을 전제로 설정된 매개 가설들을 입증하였다. 그리고 직무요구-자원(JD-R)이론이나 자원보존이론 분야의 대부분 연구자들이 정서고갈이 직무만족이나 이직에 직접 영향을 미치는 것으로만 주장해왔으나 본 연구에서 조직컴미트먼트나 OCB에 의해 매개된다는 점을 가설로 설정하고 네 변수 간의 종합적 구조모형을 만들어 제안모형의 우수성을 입증하였다. 본 연구를 위해 대인서비스업 종사자들로부터 받은 설문자료를 분석하여 가설을 검정하는 경험적 조사방법이 사용되었다. 결과를 요약하면 이직의도는 정서고갈의 직접적인 영향도 받지만 정서고갈에 의해 좌우되는 조직컴미트먼트와 OCB에 의해서도 영향을 받고 있음이 입증되었다. 즉 정서고갈로 인하여 조직컴미트먼트가 낮아져서 이직의도가 높아지는 것 이외에도 조직컴미트먼트로 인하여 OCB의 질이 좋아지기 때문에 이직의도가 감소하는 경향도 있음을 알 수 있었다.
Abstract
This study analyze the impact of emotional exhaustion on turnover intention among emotional labor employees. The differential mediating effects of organizational commitment and organizational citizenship behavior on the associations between emotional exhaustion and turnover intention were examined. Data were collected from diverse emotional workers using a questionnaire survey in Korea. The results revealed full mediation effect for turnover intention at work places. There was a significant mediation effect for turnover intention. The first results from the regression analysis shows us that the emotional exhaustion has a strong effect on his or her organizational commitment, OCB, and turnover intention. All the hypotheses of proposed relationship among variables were accepted. The second contribution of the current results from the equation analysis of hypothetical suggestion support the proposed mediator model in which the potential effect of emotional exhaustion on turnover intention can be mediated through the organizational commitment and OCB. Thus, it would appear that organizational commitment can support maintaining a positive OCB, which has negative associations with individual turnover intention. In summary, the proposed model indicates that organizational commitment and OCB can be a useful social quality in diminution of the turnover intention. In general, emotional workers who evidence stable higher levels of emotional exhaustion tend to leave their organization, but the commitment and OCB can decrease their intention to leave. This study has several limitations. First, not all industrial groups were represented here. Second, future research should consider how differences in commitment and OCB level might play a role in the more global processes connecting stable differences in other industry. Our research has been limited to only commitment and OCB. Third, only one emotional work group was examined here and one should be cautious in generalizing the results to other occupational groups.
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