서비스 종업원의 감정적 노동의 선행 및 결과변수에 대한 연구
The Antecedents and Consequences of Service Employee’s Emotional Labor
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초록
본 연구에서는 요즘 사회적인 이슈로 많이 대두되고 있는 서비스 종업원들의 감정 노동에 관하여 살펴보고자 한다. 먼저 감정노동의 하부차원인 표면행위(surface acting)와 내면행위(deep acting)를 결정하는 요인으로 직무과부하(work overload)를 제시하여 이들간의 유의적 관계가 있는가에 대해 파악하였다. 또 서비스 종업원이 경험한 감정노동이 종업원의 감정적, 인지적 반응에 어떤 영향을 미치는가를 이해하기 위해서 감정적 고갈(emotional exhaustion)을 매개변수로 제시해, 종업원들의 직무만족(job satisfaction)이나 조직몰입(organizational commitment)에 결과적으로 어떤 영향을 미치는가에 대해 가설을 제시하여 검증하였다. 특히 종업원의 감정노동(emotional labor)과 감정적 고갈(emotional exhaustion)간의 관계를 조절하는 조절변수로 서비스 종업원들이 인식하는 직무 불안정성(job insecurity)을 제시하여, 이 변수의 변화에 따라 감정노동과 감정적 고갈간의 관계가 어떻게 변화하는가에 대해 검증하였다. 본 연구를 위해 국내에 소재한 은행에 종사하는 서비스 종업원들로부터 설문조사를 실시하여 자료를 수집하였다. 분석결과 직무 과부하는 서비스 종업원의 표면행위를 증가시키는 동시에 내면행위는 감소시키는 것으로 나타났다. 다음으로 감정노동과 서비스 종업원의 감정적 고갈간의 관계를 보면, 표면행위는 감정노동을 증가시키지만, 내면행위는 감정노동을 감소시키는 것으로 나타났다. 서비스 종업원이 지각하는 직무 불안정성은 종업원이 표면행위가 감정적 고갈에 미치는 효과를 더욱 강화시키며, 내면행위가 감정적 고갈에 미치는 효과는 약화시키는 것으로 나타났다. 마지막으로 서비스 종업원의 감정적 고갈은 직원들의 직무만족과 조직몰입에 부정적인 영향을 미치는 것으로 나타났다. 본 연구에서는 서비스 종업원이 경험하는 감정노동의 영향요인과 결과 변수들간의 관계를 바탕으로 감정노동의 부정적 효과를 감소시킬 수 있는 학문적 시사점과 실무적 시사점을 도출하였다.
Abstract
In this research, emotional labor theories are extended by developing and testing a theoretical model of the effect of work overload on service employee emotional exhaustion, which subsequently increases job satisfaction and organizational commitment. We also suggested emotional labor (surface and deep acting) as a mediators between work overload and emotional exhaustion. Further, the study examines the moderating effects of job insecurity on relationships between emotional labor and emotional exhaustion. Using the sample of 518 service employees in the bank industries, this study shows that employee’s work overload negatively influences on deep acting and positively influences on surface acting. Results also indicate that each type of emotional labor differentially influence employees’ emotional exhaustion, which decrease employee’s job satisfaction and organizational commitment. Moderating effects of job insecurity are supported.
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