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Emotional Labor between Service Job vs. Non-Service Job and Effect of Emotional Labor on Depression and quality of Life

서비스직과 비서비스직의 감정노동 및 감정노동이 우울과 삶의 질에 미치는 영향

  • Kim, Hwan (Department of Counseling Psychology, Seoul Cyber University) ;
  • Han, Sumi (Department of Counseling Psychology, Seoul Cyber University) ;
  • Choi, Hyera (Department of Counseling Psychology, Seoul Cyber University)
  • 김환 (서울사이버대학교 상담심리학과) ;
  • 한수미 (서울사이버대학교 상담심리학과) ;
  • 최혜라 (서울사이버대학교 상담심리학과)
  • Received : 2019.02.01
  • Accepted : 2019.04.05
  • Published : 2019.04.30
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Abstract

Emotional labor is the process of regulating feelings or emotions and expressing them in the way that fulfill job requirement. There have been many studies about characteristics or related variables of service workers' emotional labor, but are few studies comparing emotional labor between service workers and non-service workers. Therefore we are to examine the differences of emotional labor among the different types of workers. And as depression and lowered quality of life are well known negative consequences of emotional labor, we also intend to study the relationship between depression, quality of life, and emotional labor. Data were collected from 125 sales workers, and 186 cyber university full time students. And as to assure the student participants to be non-service workers, we limited the participant job as administrator, soldier or housewife. To compare differences of groups, one-way ANOVA was performed with Fisher's LSD as post hoc comparison. On overload in customer reception, service workers showed significantly higher scores, and on demand of emotional regulation/emotional dissonance/depression, both service workers and housewives showed significantly higher scores. Also analysis of multiple regression was performed, and the result showed that, emotional dissonance increased depression but decreased quality of life, while support/care increased quality of life, but decreased depression. With the result, implications and limitations of this study were discussed.

감정노동이란 직업적인 요구에 맞춰 감정을 조절하여 표현하는 것을 말한다. 그간 서비스 근로자의 감정노동 특징이나 관련 요인에 대한 연구는 다양하게 이뤄졌으나 서비스 근로자와 비서비스 근로자의 감정노동을 비교한 연구가 많지 않았으므로, 본 연구에서는 근로자의 유형을 나누어 감정노동의 차이를 검증해보고자 하였다. 또한 감정노동의 부정적인 결과로 알려져 있는 우울과 삶의 질 저하에도 관심을 가지고 이들에게서 나타나는 우울, 삶의 질과 감정노동 간의 관계에 대해서도 알아보고자 하였다. 이러한 목적으로 125명의 서비스 근로자와 사이버대학교에 재학 중인 186명의 온라인 대학생 자료를 수집하였으며, 온라인 대학생의 경우 비서비스직 임을 확인하기 위하여 관리자, 군인 및 주부로 대상의 직업을 제한하였다. 집단 차를 알아보기 위해 일원변량분석에 더불어 사후분석으로 Fisher의 LSD를 실시하였다. 고객응대의 과부하 요인은 서비스직에서 다른 세 집단에 비해 높았고 감정조절의 요구와 규제, 감정 부조화, 우울은 서비스직과 주부 집단에서 높게 나타났다. 다중회귀분석의 시행 결과로는 감정부조화가 우울을 상승시키고 삶의 질을 저하시키는 영향이 있는 한편, 지지와 보호는 삶의 질을 향상시키고 우울은 저하시키는 효과가 나타났다. 이러한 결과를 토대로 연구의 함의와 제한점에 대해 논하였다.

Keywords

Table 1. Demographic characteristics of the respondents

SHGSCZ_2019_v20n4_177_t0001.png 이미지

Table 2. Means and standard deviations of study variables

SHGSCZ_2019_v20n4_177_t0002.png 이미지

Table 3. Analysis of Variance & post-hoc comparison

SHGSCZ_2019_v20n4_177_t0003.png 이미지

Table 4. The effects of emotional labor variables on depression.

SHGSCZ_2019_v20n4_177_t0004.png 이미지

Table 5. The effects of emotional labor variables on quality of life.

SHGSCZ_2019_v20n4_177_t0005.png 이미지

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