Iberoamérica (이베로아메리카)

Latin America Knowledge Information Service (부산외국어대학교 중남미지역원)
권호 표지
DOI QR코드

DOI QR Code

Tourism Industry and the Multidimensionality of Emotional Labor in Mexico

멕시코의 관광산업과 감정노동의 다차원성

  • 주종택 (순천향대학교 글로벌 문화산업학과)
  • Received : 2020.04.24
  • Accepted : 2020.06.09
  • Published : 2020.06.30
⟨ Previous Next ⟩

Abstract

In the tourism industry, emotional labor-related problems are highly likely because workers cannot avoid frequent face-to-face contacts with customers. Emotional labor, however, is not always recognized in the same pattern by every worker in similar situations. As can be see in this research, emotional labor appears to vary depending on individual characteristics and sociocultural and economic conditions. In fact, there are so many factors affecting emotional labor, and the level of influence concerning these factors can vary depending on when and where they are. Psychological and mental pains and stress from emotional labor depend on a number of factors. The expression of emotional labor, depending on age, length of employment and gender, shows a clear difference. In particular, for those who are planning to participate in international labor migration to the United States in the future, emotional labor was often not recognized as a serious problem or rather a positive social and cultural experience. In fact, there are various types of tourism workers in Oaxaca, and their experiences vary greatly depending on individual and economic and sociocultural environments. The emotional labor of the workers in the tourism sector of Oaxaca also has various forms depending on various conditions. Positive or negative perceptions and consequences of emotional labor vary depending on the circumstances of the individual and working conditions. In other words, socioeconomic conditions, individual personality or experiences, sociocultural characteristics, and autonomy in the workplace, have a significant impact. As a result, the forms and effects of emotional labor expressed and understood by tourism workers vary considerably and may vary depending on the situations. Considering these problems, the way emotional labor emerges is greatly influenced by sociocultural or personal factors as well as economic factors. In addition, rather than considering the existence and seriousness of emotional labor as given depending on the nature of a particular industry or work, it should also be recognized that the expression of emotional labor differ considerably from individual to individual. Also, the seriousness of problems caused by emotional labor can be diversified. In this sense, it is necessary to clearly understand the meanings of the dynamism, diversity and multidimensionality of emotional labor from a new perspective.

관광산업에서는 종사자들이 고객들과 직접 대면 접촉을 할 기회가 빈번하다는 점에서 감정노동과 관련된 문제가 발생할 가능성이 매우 높은 분야이다. 그렇지만 감정노동이 유사한 상황에서 항상 모두에게 동일한 형태로 인식되는 것은 아니다. 조사지에서 보는 것과 같이 감정노동은 개인의 특성과 사회문화적, 경제적 상황에 따라 다양하게 나타난다. 감정노동에 영향을 미치는 요소가 대단히 많고, 또 이런 요소들이 미치는 영향력의 수준은 시기와 장소에 따라 상이하게 표출될 수도 있다. 감정노동에 대한 생각이나 감정 노동으로 인한 스트레스 등 심리적, 정신적 고통은 여러 가지 요인에 의해 달라진다. 연령, 근무기간, 성별에 따라 감정노동에 대한 판단은 분명한 차이를 보인다. 특히 미국으로의 국제노동이주의 경험이나 향후에 국제노동 이주에 참여할 의사가 있는 사람들의 경우에는 감정노동을 심각한 문제로 인식하지 않거나 오히려 긍정적인 사회문화적 경험으로 받아들이는 경우가 많았다. 실제로 오아하카에 다양한 형태의 관광분야 종사자들이 존재하고, 이들이 겪는 경험은 개인과 경제적, 사회문화적 환경에 따라 매우 다르다. 오아하카의 관광 분야 종사자들의 감정노동도 여러 가지 조건에 따라 다양한 형태를 지니고 있다. 감정노동의 긍정적 혹은 부정적 인식과 결과는 개인과 작업조건의 상황에 따라 상이하게 표출된다. 즉 개인의 인성이나 경험, 사회문화적 특성, 작업장에서의 자율성 등 사회경제적 조건이 상당한 영향을 미친다. 결과적으로 개인에게 표현되고 이해되는 감정노동의 형태와 영향은 상당히 다양하고 상황에 따라 변화할 수도 있다. 이런 문제들을 고려하면 감정노동이 나타나는 방식은 경제적 요소 뿐 아니라 사회문화적 혹은 개인적 요소에 의해 상당한 영향을 받는다. 또 특정 업종이나 일의 성격에 따라 감정노동의 존재와 심각성을 주어진 것으로 간주하기보다, 개인에 따른 감정노동의 차이를 인지하고, 감정노동으로 인한 문제의 심각성을 경험하는 방식과 내용이 개인마다 상당히 다르다는 점도 함께 인식해야 한다. 이런 의미에서 감정노동의 역동성과 다양성, 다차원성을 분명하게 새로운 시각으로 파악할 필요가 있다.

Keywords

Acknowledgement

이 논문은 2018년 대한민국 교육부와 한국연구재단의 지원을 받아 수행된 연구임 (NRF-2018S1A5A2A01028868).

References

  1. Acevedo, Maria Luisa & Ivan Restrepo (1991), Los Valles Centrales de Oaxaca, Mexico: Centro de Ecodesarrollo.
  2. Cabezas, Amalia L. (2009), Economies of Desire: Sex and Tourism in Cuba and the Dominican Republic, Philadelphia: Temple University Press.
  3. Cabezas, Amalia L. (2011), "Intimate Encounters: Affective Economies in Cuba and the Dominica Republic", European Review of Latin American and Caribbean Studies, Vol. 91, pp.3-14. https://doi.org/10.18352/erlacs.9239
  4. Cant, Alanna (2012), "Practising Aesthetics: Artisanal Production and Politics in a Woodcarving Village in Oaxaca, Mexico", Ph.D. Dissertation, The London School of Economics and Political Science.
  5. Dahling, Jason J. & Hazel-Anne M. Johnson (2013), "Motivation, Fit, Confidence, and Skills: How Do Individual Differences Influence Emotional Labor?" in Alicia A. Grandey, James M. Diefendorff & Deborah E. Rupp(eds.), Emotional Labor in the 21st Century: Diverse Perspectives on Emotion Regulation at Work, London: Routledge. pp.57-78.
  6. Ducey, Ariel (2010), "Technologies of Caring Labor: From Objects to Affect" in Boris and Rhacel Salazar Parrenas(eds.), Intimate Labors: Cultures, Technologies, and the Politics of Care Eileen, Stanford: Stanford University Press. pp.18-32.
  7. Dunkel, Wolfgang & Margit Weihrich (2013), "From Emotional Labor to Interactive Service Work" in Gertraud Koch & Stefanie Everke Buchanan(eds.), Pathways to Empathy: New Studies on Commodification, Emotional Labor, and Time Binds, New York: Campus Verlag. pp.105-122.
  8. Edwards, Megan (2009), "Crafting Culture: Artisan Cooperatives in Oaxaca, Mexico", M.A. Dissertation, San Diego: University of California.
  9. Grandey, Alicia A., James M. Diefendorff, & Deborah E. Rupp (2013), "Bringing Emotional Labor into Focus: A Review and Integration of Three Research Lenses" in James M. Diefendorff, & Deborah E. Rupp(eds.), Emotional Labor in the 21st Century: Diverse Perspectives on Emotion Regulation at Work, London: Routledge. pp.3-27,
  10. Hochschild, Arlie Russell (1983), The Managed Heart: Commercialization of Human Feeling, Berkeley: University of California Press.
  11. Houge Mackenzie, Susan & John H. Kerr (2013), "Stress and Emotions at Work: An Adventure Tourism Guide's Experiences", Tourism Management, Vol. 36, pp.3-14. https://doi.org/10.1016/j.tourman.2012.10.018
  12. Judge, Timothy A., Erin Fluegge Woolf, & Charlice Hurst (2009), "Is Emotional Labor More Difficult for Some Than for Others? A Multilevel, Experience-Sampling Study", Personnel Psychology, Vol. 62, pp.57-88. https://doi.org/10.1111/j.1744-6570.2008.01129.x
  13. Kim, Taegoo, Joanne Jung-Eun Yoo, Gyehee Lee, & Joungman Kim (2012), "Emotional Intelligence and Emotional Labor Acting Strategies among Frontline Hotel Employees", International Journal of Contemporary Hospitality, Vol.24, No.7, pp.1029-1046. https://doi.org/10.1108/09596111211258900
  14. Kusluvan, Salih, Zeynep Kusluvan, Ibrahim Ilhan, & Lutfi Buyruk (2010), "The Human Dimension: A Review of Human Resources Management Issues in the Tourism and Hospitality Industry", Cornell Hospitality Quarterly, Vol.51, No.2, pp.171-214. https://doi.org/10.1177/1938965510362871
  15. Mesquita, Batja & Ellen Delvaux (2013), "A Cultural Perspective on Emotional Labor" in Alicia A. Grandey, James M. Diefendorff & Deborah E. Rupp(eds.), Emotional Labor in the 21st Century: Diverse Perspectives on Emotion Regulation at Work, London: Routledge. pp. 251-272.
  16. Morris, J. Andrew & Daniel C. Feldman (1997), "Managing Emotions in the Workplace", Journal of Managerial Issues, Vol.9, No.3, pp.257-274.
  17. Niven, Karen, Peter Totterdell, David Holman, & David Cameron (2013), "Emotional Labor at the Unit-Level" in Alicia A. Grandey, James M. Diefendorff, & Deborah E. Rupp(eds.), Emotional Labor in the 21st Century: Diverse Perspectives on Emotion Regulation at Work, London: Routledge. pp. 101-123.
  18. Nur Iplik, Fatma, Yunus Topsakal, & Esengul Iplik (2014), "The Effects of Emotional Labor on Job Attitudes of Hotel Employees: Mediating and Moderating Roles of Social Support and Job Autonomy", International Review of Management and Marketing,Vol.4, No.3, pp.175-186.
  19. OECD (2017), Tourism Policy Review of Mexico, Paris: OECD Publishing.
  20. Pizam, Abraham & Amir Shani (2009), "The Nature of the Hospitality Industry: Present and Future Managers' Perspectives", Anatolia: An International Journal of Tourism and Hospitality Research, Vol.20, No.1, pp.134-150. https://doi.org/10.1080/13032917.2009.10518900
  21. Shani, Amir, Natan Uriely, Arie Reichel, & Limor Ginsburg (2014), "Emotional Labor in the Hospitality Industry: The Influence of Contextual Factors", International Journal of Hospitality Management, Vol.37, pp.150-158. https://doi.org/10.1016/j.ijhm.2013.11.009
  22. Sohn, Hae-Kyung & Timothy Jeonglyeol Lee (2012), "Relationship between HEXACO Personality Factors and Emotional Labour of Service Providers in the Tourism Industry", Tourism Management, Vol.33, pp.116-125. https://doi.org/10.1016/j.tourman.2011.02.010
  23. Wilson, Tamar Diana(2008), "Economic and Social Impacts of Tourism in Mexico", Latin American Perspectives, Vol.35, No.3, pp.37-52. https://doi.org/10.1177/0094582X08315758
  24. Wong, Jehn-Yih & Chih-Hung Wang (2009), "Emotional Labor of the Tour Leaders: An Exploratory Study", Tourism Management, Vol.30, pp 249-259. https://doi.org/10.1016/j.tourman.2008.06.005
  25. World Travel & Tourism Council (2017), Travel & Tourism: Economic Impact 2017, Mexico.
  26. Zapf, Dieter(2002), "Emotion Work and Psychological Well-Being: A Review of the Literature and Some Conceptual Considerations", Human Resource Management Review, Vol.12, No.2, pp.237-268. https://doi.org/10.1016/S1053-4822(02)00048-7