Journal of the Korea Academia-Industrial cooperation Society (한국산학기술학회논문지)

The Korea Academia-Industrial cooperation Society (한국산학기술학회)
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The Effect of Subordinate's Emotional Labor on Job Attitude : The Moderating Effect of Job Crafting

상사에 대한 정서노동이 직무태도에 미치는 영향 : 직무의미창조(Job Crafting)의 조절효과

  • Kim, Myoung So (Division of Industrial Psychology, Hoseo University) ;
  • Lee, Min Joo (Division of Industrial Psychology, Hoseo University)
  • 김명소 (호서대학교 산업심리학과) ;
  • 이민주 (호서대학교 산업심리학과)
  • Received : 2017.04.14
  • Accepted : 2017.09.15
  • Published : 2017.09.30
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Abstract

The purpose of this study was to examine the effect of subordinates' emotional labor on job burnout and job engagement, and verify whether job crafting moderates the relationships between emotional labor and job related attitudes. A total of 301 employees working at various companies in Korea participated in an on-line survey and the data were examined by statistical analysis. The results showed that surface acting positively affected job burnout. It was found that deep acting positively affected job engagement, while negatively affecting job burnout. The results also demonstrated that job crafting moderated the relationship between surface acting and job engagement. It is suggested that employees' proactive behaviors designed to relieve the stress of work can mitigate the negative effect of emotional behavior. On the basis of the results, the implications and future research directions were discussed.

본 연구는 기존의 외부고객 대상의 정서노동 연구를 내부고객으로 확장하여 상사에 대한 정서노동(표면행동, 내면행동)이 직무탈진과 직무열의에 어떠한 영향을 미치는지 알아보았다. 또한 정서노동과 직무태도(직무탈진, 직무열의)의 관계에서 조직구성원들이 주도적으로 직무요구는 최소화하고 직무자원을 극대화하는 변인인 직무의미창조(Job Crafting)의 조절효과 여부를 확인하였다. 이를 위해 국내 다양한 직종에 종사하는 301명을 대상으로 온라인 설문조사를 실시하였다. 연구결과, 표면행동은 직무탈진에 정적으로 유의한 영향을 미쳤으며 내면행동은 직무탈진에 부적인 유의한 영향을, 직무열의에는 정적인 유의한 영향을 미치는 것으로 나타났다. 정서노동의 부정적 효과를 감소시키고 긍정적 효과를 강화시키는 조절변인을 탐색하기 위해 개인차원 변인인 직무의미창조(Job Crafting)의 조절효과를 위계적 회귀분석을 통해 검증하였다. 그 결과 표면행동이 직무열의에 미치는 부정적 영향을 직무의미창조가 완화시키는 것으로 나타났다. 직무의미창조가 개인차원의 자원이라는 점에서, 본 연구결과는 직무 스트레스를 주도적으로 완화시키고자 하는 개인차원의 다양한 노력들도 정서노동의 부정적 효과를 완화시킬 수 있다는 것을 시사함을 알 수 있다. 이를 바탕으로 본 연구의 다양한 시사점과 제한점, 그리고 향후 연구방향을 제안하였다.

Keywords

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