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The Effect of Leader Emotional Labor on Followers' Work Engagement : Examining the Role of Followers' PsyCap and Quality of LMX

리더의 감정노동이 부하의 직무몰입에 미치는 영향 : 심리적 자본과 상사-부하관계의 효과 연구

  • 공준서 (경희대학교 국제대학원 국제경영학) ;
  • 우정 (경희대학교 국제대학원 국제경영학)
  • Received : 2016.10.27
  • Accepted : 2016.11.08
  • Published : 2016.12.28
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Abstract

Almost all research on emotional labor has focused on how services workers use emotional labor. However, this study examined that leaders' emotional labor influence follower's outcomes. Especially, this study tested how the leader emotional labor influence followers' work engagement and mediating role of PsyCap between leader emotional labor and followers' work engagement. In addition, this study investigated the quality of LMX as moderator the relationship between leader emotional labor and followers' work engagement. The SPSS 24.0 and AMOS 24.0 was used in this study. The results collected from 469 employees in domestic large Telecom and their related companies revealed that leader emotional labor positively influence followers' work engagement and PsyCap. Especially, leader deep acting and surface acting positively influence followers' work engagement, but not display of genuine emotion, and leader deep acting only positively influence followers' PsyCap. Furthermore, followers' PsyCap partially mediated the relationship between leader emotional labor and followers' work engagement. Finally, the quality of LMX as moderator in link between leader emotional labor and followers' work engagement showed when followers in high-quality LMX. Implication and suggestion for future study are discussed.

감정노동에 관한 연구의 대부분이 서비스 종사원의 감정노동에 집중되어져 왔다. 그렇지만 본 연구는 리더의 감정노동에 대한 선행연구를 토대로 리더의 감정노동이 부하의 직무몰입에 미치는 영향과 그러한 관계에서 부하의 심리적 자본의 매개역할을 검증하였다. 또한, 리더의 감정노동과 부하의 심리적 자본관계에서 상사-부하의 관계의 질의 조절효과를 검토하였다. SPSS24.0과 AMOS24.0프로그램을 활용하여 국내 통신서비스회사와 관련 업체를 대상으로 496명의 데이터를 수집하여 분석하였다. 그 결과 리더의 감정노동은 부하의 직무몰입과 심리적 자본에 긍정적인 영향을 미치는 것으로 확인하였다. 구체적으로 리더의 내면행위와 표면행위가 부하의 직무몰입에 긍정적인 영향을 미쳤다. 특히, 리더의 감정노동(내면행위)은 부하의 심리적자본에 유의미한 영향을 미쳤고, 리더의 감정노동과 부하의 직무몰입 관계에서 부하의 심리적 자본은 매개역할을 하는 것으로 확인하였다. 마지막으로 리더의 감정노동과 부하의 심리적 자본 관계에서 상사-부하 관계의 질의 조절효과는 관계의 질이 높은 집단에서 유의미한 효과를 확인하였다. 연구의 한계 및 향후 연구방향을 제시하였다.

Keywords

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