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감정노동-소진과정에서 자기효능감의 조절효과

Moderating Effects Of Self-Efficiency In The Emotional Labor And Burn-Out Process

이지영
한국인적자원관리학회 (Korean Academy Of Human Resource Management)|2009.12|인적자원관리연구 (Journal of Human Resource Management Research)|제16권 제4호|pp. 237-260

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참고문헌

키워드

조절효과자기효능감감정노동moderating effectemotional labor소진self-efficiencyburn-out
주제분류경영학

초록

개인적으로 직무에 지치고 힘든 상황에서도 기업의 목표와 요구에 부응하기 위해 종사원들은 자신의 내부 감정과 갈등을 일으키며 부자연스러운 미소와 감정을 표현하는데, 이러한 종사원의 노력을 감정노동이라 한다. 감정노동으로 인하여 특히 서비스업체 종사원들은 일반 사무직 근로자보다 더 빈번히, 더 강하게 직무스트레스를 경험하게 되고, 이러한 직무스트레스는 종사원들의 소진을 유발하게 된다. 소진은 신체적, 정신적 증상은 물론 감정고갈, 비인격화, 개인성취감저하에서 비롯되는 업무판단불능, 의욕상실, 고객에 대한 무관심으로 이어지면서 서비스의 질적 저하를 초래하게 되고, 결국 자신의 업무에 불만족할 뿐만 아니라 조직성과에도 악영향을 미치게 된다. 한편, 같은 스트레스 요인에도 불구하고 잘 적응하거나 회피하는 등 사람마다 편차가 나타나는데 이는 원인과 결과 변수 사이에 개인차 등을 포괄하는 조절 변수가 작용하기 때문이다. 이에 본 연구는 자기효능감이 종업원들의 스트레스 및 소진을 완화시켜줄 수 있다는 주장을 바탕으로, 감정노동과 소진과의 관계, 그리고 감정노동으로 인한 소진과정에서 자기효능감이 조절변수로서 어떠한 효과를 가지는지를 구명하고자 한다. 이를 위해 특히 감정노동과 소진현상을 많이 경험할 것으로 예상되는 서비스업체 종업원들을 연구대상으로 제한하였고 선행연구를 토대로 가설을 설정하여 실증연구를 실시하였다. 273명을 대상으로 분석한 결과 감정노동은 소진에 유의한 영향을 미치는 것으로, 자기효능감은 감정노동과 소진간의 관계를 조절하는 것으로 확인되었다.

Abstract

Even though employees are tired with the work in a hard situation, employees should express hesitant smile and emotion causing conflict with own inner emotion to meet company's goal and requirement. This kind of employee's effort is called emotional labor. Employees are inevitably supposed to experience emotional labor in the process of accommodating and corresponding standard of emotional expression required by organization when they meet customers controling their emotion and keeping a rule that organization expects. When customers contact with employees, service company needs to manage quality of a reciprocal relationship between customer and employee to make customers have a friendly emotion about organization. Under managing of organizational image, company requires fixed standard norms about employee's emotional expression. Employees of service company from this emotional labour experience job-stress more frequent and stronger than general official worker. This job-stress causes employees' burn-out. Burn-out brings a lowering of service quality in the shape of correct judgemental incapability of business, loss of zest, and careless of customer caused by emotional exhaustion, impersonalization, decline of personal success as well as physical and spiritual symptoms. After all, this leads to negative impact on not only organizational outcome but also satisfaction of own duty. But, Stressor occurs different reaction according to a person and anyone does not experience stress in a same way and same result. While someone is very adaptable to same stressor, someone escapes. This is because moderating variable including individual variation etc.. acts between cause and result variables. In this way, as a way to get rid of stress that has a malign influence on individual or organization, a insistence that self-efficiency defuse stress and burn-out of employees was brought. It was consistently reported that self-efficiency has a various effect on result variables such as degree of immersion for each person's target level and target and choice of behavior. Under these basic researches, the purpose of this study is to investigate the relation between emotional labor and burn-out, and examine if self-efficiency has some effect as a moderating variable in the process of burn-out by emotional labor. This research specially limited to employee in service company who is expected to experience most emotional labor and burn-out, and intended to investigate moderating effect of self-efficiency in emotional labor and burn-out process.

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