참고문헌
- 김성은.김철희(2014), "비서의 감정노동, 직무만족, 이직의도와 회복탄력성간의 관련성에 대한 연구", 경영과 정보연구, 33(5), 261-283.
- 정현우(2011), "감성지능과 논리지능이 조직시민행동에 미치는 영향: 감정노동의 조절효과", 경영과 정보연구, 30(3), 107-132
- 홍용기(2008), "감정노동, 감성지능이 종업원의 감정고갈에 미치는 영향에 관한 연구", 경영과 정보연구, 25, 243-273.
- Chen, Z., Sun, H., Lam, W., Hu, Q., Huo, Y. and J. A. Zhong(2012), "Chinese hotel employees in the smiling masks: Roles of job satisfaction, burnout, and supervisory support in relationships between emotional labor and performance", The International Journal of Human Resource Management, 23(4), 826-845. https://doi.org/10.1080/09585192.2011.579918
- Day, D. V. and Bedeian, A. G.(1991), "Predicting job performance across organizations: The interaction of work orientation and psychological climate", Journal of Management, 17(3), 589-600. https://doi.org/10.1177/014920639101700304
- Diefendorff, J. M., Croyle, M. H., and R. H. Gosserand(2005), "The dimensionality and antecedents of emotional labor strategies", Journal of Vocational Behavior, 66(2), 339-357. https://doi.org/10.1016/j.jvb.2004.02.001
- Duke, A. B., Goodman, J. M., Treadway, D. C., and J. W. Breland(2009), "Perceived organizational support as a moderator of emotional labor/outcomes relationships", Journal of Applied Social Psychology, 39(5), 1013-1034. https://doi.org/10.1111/j.1559-1816.2009.00470.x
- Eisenberger, R., Huntington, R., Hutchison, S., and D. Sowa(1986), "Perceived organizational support", Journal of Applied Psychology, 71(3), 500-525. https://doi.org/10.1037/0021-9010.71.3.500
- Eisenberger, R., Stinglhamber, F., Vandenberghe, C., "Sucharski, I. L., and L. Rhoades(2002), Perceived supervisor support: Contributions to perceived organizational support and employee retention", Journal of Applied Psychology, 87(3), 565-582. https://doi.org/10.1037/0021-9010.87.3.565
- Goldberg, L. S., and A. A. Grandey(2007), A. A., "Display rules versus display autonomy: emotion regulation, emotional exhaustion, and task performance in a call center simulation", Journal of Occupational Health Psychology, 12(3), 301-333. https://doi.org/10.1037/1076-8998.12.3.301
- Grandey, A. A.(2003), "When 'the show must go on': Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery", Academy of Management Journal, 46(1), 86-96. https://doi.org/10.2307/30040678
- Grandey, A. A.(2000), "Emotional regulation in the workplace: A new way to conceptualize emotional labor", Journal of Occupational Health Psychology, 5(1), 95-110. https://doi.org/10.1037/1076-8998.5.1.95
- Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., and R. L. Tatham(2006), Multivariate Data Analysis, 6th Edition, New Jersey, NJ: Prentice Hall.
- Halbesleben, J. R.(2006), "Sources of social support and burnout: a meta-analytic test of the conservation of resources model", Journal of Applied Psychology, 91(5), 1134-1145. https://doi.org/10.1037/0021-9010.91.5.1134
- Han, S. J., and M. S. Choe(2018), "The effect of customer incivility on emotional exhaustion through negative affectivity", Journal of the Korea Academia-Industrial Cooperation Society, 19(1), 486-496. https://doi.org/10.5762/KAIS.2018.19.1.486
- Hobfoll, S. E., Freedy, J. R., Green, B. L., and S. D. Solomon(1996), "Coping in reaction to extreme stress: The roles of resource loss and resource availability", In M. Zeidner & N. S. Endler(Eds.), Handbook of Coping: Theory, Research, Applications(pp. 322-349). Oxford, England: John Wiley & Sons.
- Hochschild, A. R.(1983), The managed heart: Commercialization of human feeling, Berkeley, CA: University of California Press.
- Holman, D., Martinez-Inigo, D., and P. Totterdell(2008), "Emotional labour and employee well-being: an integrative review", Research Companion to Emotion in Organizations, 301-315.
- Hulsheger, U. R., and A. F. Schewe(2011), "On the costs and benefits of emotional labor: A meta-analysis of three decades of research", Journal of Occupational Health Psychology, 16(3), 361-389. https://doi.org/10.1037/a0022876
- Hulsheger, U. R., Lang, J. W., and G. W. Maier(2010), "Emotional labor, strain, and performance: Testing reciprocal relationships in a longitudinal panel study", Journal of Occupational Health Psychology, 15(4), 505-523. https://doi.org/10.1037/a0021003
- Hur, W. M., Han, S. J., Yoo, J. J., and T. W. Moon(2015), "The moderating role of perceived organizational support on the relationship between emotional labor and job-related outcomes", Management Decision, 53(3), 605-624. https://doi.org/10.1108/MD-07-2013-0379
- Kammeyer-Mueller, J., Wanberg, C., Rubenstein, A., and Song, Z.(2013). "Support, undermining, and newcomer socialization: Fitting in during the first 90 days", Academy of Management Journal, 56(4), 1104-1124. https://doi.org/10.5465/amj.2010.0791
- Kim, H. J.(2008), "Hotel service providers' emotional labor: The antecedents and effects on burnout", International Journal of Hospitality Management, 27(2), 151-161. https://doi.org/10.1016/j.ijhm.2007.07.019
- Lee, J., and R. Peccei(2007), "Perceived organizational support and affective commitment: the mediating role of organization‐based self‐esteem in the context of job insecurity", Journal of Organizational Behavior: The International Journal of Industrial, Occupational and Organizational Psychology and Behavior, 28(6), 661-685. https://doi.org/10.1002/job.431
- Lynch, P. D., Eisenberger, R., and S. Armeli(1999), "Perceived organizational support: Inferior versus superior performance by wary employees", Journal of Applied Psychology, 84(4), 467-483. https://doi.org/10.1037/0021-9010.84.4.467
- Maslach, C., and S. E. Jackson(1981), "The measurement of experienced burnout", Journal of Organizational Behavior, 2(2), 99-113. https://doi.org/10.1002/job.4030020205
- Meyer, J. P., Allen, N. J., and N. J. Allen(1997), Commitment in the Workplace, Sage Publications.
- Morris, J. A., and D. C. Feldman(1996), "The dimensions, antecedents, and consequences of emotional labor", Academy of Management Review, 21(4), 986-1010. https://doi.org/10.5465/amr.1996.9704071861
- Nunnally, J. C., and I. H. Bernstein(1994), Psychometric Theory, 3th Edition, New York, NY: McGraw-Hill.
- Penney, L. M., and P. E. Spector(2005), "Job stress, incivility, and counterproductive work behavior(CWB): The moderating role of negative affectivity", Journal of Organizational Behavior: The International Journal of Industrial, Occupational and Organizational Psychology and Behavior, 26(7), 777-796. https://doi.org/10.1002/job.336
- Pugh, S. D., Groth, M., and Hennig-Thurau, T.(2011), "Willing and able to fake emotions: A closer examination of the link between emotional dissonance and employee well-being", Journal of Applied Psychology, 96(2), 377. https://doi.org/10.1037/a0021395
- Rhoades, L., and R. Eisenberger(2002), "Perceived organizational support: a review of the literature", Journal of Applied Psychology, 87(4), 698-714. https://doi.org/10.1037/0021-9010.87.4.698
- Sagie, A., and M. Koslowsky(1994), "Organizational attitudes and behaviors as a function of participation in strategic and tactical change decisions: an application of path-goal theory", Journal of Organizational Behavior, 15(1), 37-47. https://doi.org/10.1002/job.4030150105
- Schreurs, B. H., Hetty van Emmerik, I. J., Günter, H., and F. Germeys(2012), "A weekly diary study on the buffering role of social support in the relationship between job insecurity and employee performance", Human Resource Management, 51(2), 259-279. https://doi.org/10.1002/hrm.21465
- Shanock, L. R., and R. Eisenberger(2006), "When supervisors feel supported: Relationships with subordinates' perceived supervisor support, perceived organizational support, and performance", Journal of Applied Psychology, 91(3), 689-695. https://doi.org/10.1037/0021-9010.91.3.689
- Sliter, M., Sliter, K. and S. Jex(2012), "The employee as a punching bag: The effect of multiple sources of incivility on employee withdrawal behavior and sales performance", Journal of Organizational Behavior, 33(1), 121-139. https://doi.org/10.1002/job.767
- Wang, G., Seibert, S. E., and Boles, T. L.(2011), "Chapter 1 synthesizing what we know and looking ahead: a meta-analytical review of 30 years of emotional labor research", In What Have We Learned? Ten Years On(pp. 15-43). Emerald Group Publishing Limited.
- Wayne, S. J., Shore, L. M., and R. C. Liden(1997), "Perceived organizational support and leader-member exchange: A social exchange perspective", Academy of Management Journal, 40(1), 82-111. https://doi.org/10.2307/257021
- Yang, S., and M. Song(2010), "Emotional Labor of Local Government Officials in Korea", Korean Association for Local Government Studies, 22(3), 219-236.