References
- Ashforth, B. E., & Humphrey, R. H.(1993). Emotional Labor in Service Roles: The Influence of Identity. Academy of Management Review, 18(1), 88-115. https://doi.org/10.2307/258824
- Brotheridge, C. M., & Grandey, A. A.(2002). Emotional Labor and Burnout: Comparing Two Perspectives of People Work. Journal of Vocational Behavior, 60(1), 17-39. https://doi.org/10.1006/jvbe.2001.1815
- Brotheridge, C. M., & Lee, R. T.(2002). Testing a Conservation of Resource Model of the Dynamics of Emotional Labor. Journal of Occupational Health Psychology, 7(1), 57-67. https://doi.org/10.1037/1076-8998.7.1.57
- Brotheridge, C. M., & Lee, R. T.(2003). Development Validation of An Emotional Labor Scale. Journal of Occupational and Organizational Psychology, 76(3), 365-379. https://doi.org/10.1348/096317903769647229
- Chi, N. W., & Grandey, A. A.(2016). Emotional Labor Predicts Service Performance Depending on Activation and Inhibition Regulatory Fit. Journal of Management, 45(2), 673-700.
- Cho, O. S., & Paik, J. N.(2018). The Effect of Burden of Caring Unmarried Adult Children on Depression of Employed Women: Mediating Effects of Couple Communication and Job Satisfaction. Journal of Convergence for Information Technology, 8(6), 293-303. https://doi.org/10.22156/CS4SMB.2018.8.6.293
- Choi, S. Y., & Ha, K. S.(2020). A Study on the Influence of Positive Psychological Capital of Small and Medium Business Members, Job Burnout, and Organizational Citizen Behavior. Asia-Pacific Journal of Business Venturing and Entrepreneurship, 15(3), 159-174. https://doi.org/10.16972/APJBVE.15.3.202006.159
- Crowe, E., & Higgins, E. T.(1997). Regulatory Focus and Strategic Inclinations: Promotion and Prevention in Decision-making. Organizational Behavior and Human Decision Process, 69(2), 117-132. https://doi.org/10.1006/obhd.1996.2675
- Diefendorff, J. M., & Gosserand, R. H.(2003). Understanding the Emotional Labor Process: a Control Theory Perspective. Journal of Organizational Behavior, 24(8), 945-959. https://doi.org/10.1002/job.230
- Goldberg, L. S., & Grandey, A. A.(2007). Display Rules versus Display Autonomy: Emotion Regulation, Emotional Exhaustion, & Task Performance in a Call Center Simulation. Journal of Occupational Health Psychology, 12(3), 301-318. https://doi.org/10.1037/1076-8998.12.3.301
- 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
- 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., Fisk, G. M., & Steiner, D. D.(2005). Must Service with a Smile Be Stressful? The Moderating Role of Personal Control for American and French Employees. Journal of Applied Psychology, 90(5), 893-904. https://doi.org/10.1037/0021-9010.90.5.893
- Gross, J. J.(1998). Antecedent and Response Focused Emotion Regulation: Divergent Consequences for Experience, Expression, and Physiology. Journal of Personality and Social Psychology, 74(1), 224-237. https://doi.org/10.1037/0022-3514.74.1.224
- Han, E. J., & Cho, Y. I.(2013). A Study on the Effect of Depression on Turnover Intention. International Journal of Tourism Management and Science, 28(4), 117-135.
- Higgins, E. T.(1997). Beyond Pleasure and Pain. American Psychologist, 52(12), 1280-1300. https://doi.org/10.1037/0003-066X.52.12.1280
- Higgins, E. T.(1998). Promotion and Prevention: Regulatory Focus as a Motivational Principle. Advances in Experimental Social Psychology, 30, 1-46. https://doi.org/10.1016/S0065-2601(08)60381-0
- Higgins, E. T., Roney, C. J. R., Crowe, E., & Hymes, C.(1994). Ideal versus Ought Predilections for Approach and Avoidance Distinct Self-regulatory Systems. Journal of Personality and Social Psychology, 66(2), 276-286. https://doi.org/10.1037/0022-3514.66.2.276
- Higgins, E. T., & Tykocinski, O.(1992). Self-discrepancies and Biographical Memory: Personality and Cognition at the Level of Psychological Situation. Personality and Social Psychology Bulletin, 18(5), 527-535. https://doi.org/10.1177/0146167292185002
- Higgins, E. T., Shah, J., & Friedman, R.(1997). Emotional Responses to Goal Attainment: Strength of Regulatory Focus as Moderator. Journal of Personality and Social Psychology, 72(3), 515-525. https://doi.org/10.1037/0022-3514.72.3.515
- Hochschild, A. R.(1979). Emotion Work, Feeling Rules, and Social Structure. American Journal of Sociology, 85(3), 551-575. https://doi.org/10.1086/227049
- Hochschild, A. R.(1983). The Managed Heart: Commercialization of Human Feeling, Berkeley: University of California Press.
- Holman, D., Chissick, C., & Totterdell, P.(2002). The Effects of Performance Monitoring on Emotional Labor and Well-Being in Call Centers. Motivation and Emotion, 26(1), 57-81. https://doi.org/10.1023/A:1015194108376
- Hulsheger, U. R., & Schewe, A. F.(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
- Jang, H. E., Yang, K. G., & Chae, Y. J.(2016). Linear and Non-linear Relationship between Emotional Labor and Job Stress of Service Employees. Korean Management Review, 38(2), 379-405.
- Jang, J. H., Lee, Y. J., Lee, S. J., Yang, J. C., Park, T. W., Park, J. I., & Chung, S. K.(2020). The Relationship Between Job Stress and Depressive Disorder Among Emotional Laborers in a City. Anxiety and Mood, 16(1), 24-31. https://doi.org/10.24986/ANXMOD.2020.16.1.004
- Jeon, J. E., Lee, H., Undrkh, B., & Lee, H. K.(2022). The Effects of Emotional Labor on Depressive Symptoms and Turnover Intentions in Insurance Agents. Global Business Administration Review, 17(2), 122-142.
- Jeon, M. K., & Ji, S. G.(2012). An Empirical Study on the Influence of Interpersonal and Team-Personal Exchange and Commitment to Organizational Change. Korean Corporation Management Review, 19(5), 231-245.
- Jeon, O. S., & Park, S. K.(2017). Effect on the Antecedents and Consequences of Emotional Labor Strategies. Journal of Marketing Studies, 25(4), 113-132.
- John, O. P., & Gross, J. J.(2004). Healthy and Unhealthy Emotion Regulation: Personality Processes, Individual Differences, and Life Span Development. Journal of Personality, 72(6), 1301-1334. https://doi.org/10.1111/j.1467-6494.2004.00298.x
- Judge, T. A., Woolf, E. F., & Hurst, C.(2009). Is Emotional Labor More Difficult for Some than For Others? A Multi Level, Experience-sampling Study. Personnel Psychology, 62(1), 57-88. https://doi.org/10.1111/j.1744-6570.2008.01129.x
- Kim, J. W.(2016). The Relationships among Customer-Member Exchange, Team-Member Exchange, Emotional Labors, and Organizational Behaviors. Journal of Marketing Studies, 24(4), 151-172. https://doi.org/10.21191/jms.24.4.08
- Kim, S. Y., Chang, S. J., Kim, H. R., & Roh, J. H.(2002). A Study on the Relationship between Emotional Labor and Depressive Symptoms among Korean Industrial Service Employees. Korean Journal of Occupational and Environmental Medicine, 14(3), 227-235. https://doi.org/10.35371/kjoem.2002.14.3.227
- Kim, Y. J., & Hahn, J, H.(2008). Two Types of Emotional Labor and Their Impacts on Job Burnout of Service Workers. Journal of Organization and Management, 32(3), 95-128.
- Kong, H. W., & Jeon, J. E.(2017). Daily Emotional Regulation, Customer Aggression, and Emotional Exhaustion: Examining The Role of Customer Aggression and Employment Type. Korean Corporation management review, 24(4), 107-132. https://doi.org/10.21052/KCMR.2017.24.4.05
- Kong, H. W., & Jeon J. E.(2018). Daily Emotional Labor, Negative Affect State, and Emotional Exhaustion: Cross-level Moderators of Affective Commitment. Sustainability, 10(6), 1967. https://doi.org/10.3390/su10061967
- Lee, J. M., Hong, M. H., & Jang, K. W.(2021). The Effect of Emotional Dissonance on the Mental Health of University Administration Staff-The Mediating effect of Psychological Flexibility. Journal of Convergence for Information Technology, 11(10), 239-249. https://doi.org/10.22156/CS4SMB.2021.11.10.239
- Lee, M. S.(2017). Effects of Social Capital and Human Capital on Salesperson's Emotional Labor, Work Engagement and Sales Efforts. Journal of Marketing Studies, 25(3), 197-218.
- Liu, Y., L. Prati, L. M., Perrewe, P. L., & Ferris. G. R.(2008). The Relationship between Emotional Resources and Emotional Labor: An Exploratory Study. Journal of Applied Social Psychology, 38(10), 2410-2439. https://doi.org/10.1111/j.1559-1816.2008.00398.x
- Lockwood, P., Jordan, C. H., & Kunda, Z.(2002). Motivation by Positive or Negative Role Models: Regulatory Focus Determines Who Will Best Inspire Us. Journal of Personality and Social Psychology, 83(4), 854-864. https://doi.org/10.1037/0022-3514.83.4.854
- Mesmer-Magnus, J. R., DeChurch, L. A., & Wax, A.(2012). Moving Emotional Labor beyond Surface and Deep Acting A Discordance Congruence Perspective. Organizational Psychology Review, 2(1), 6-53. https://doi.org/10.1177/2041386611417746
- Morris, J. A., & Feldman, D. C.(1996). The Dimensions, Antecedents, and Consequences of Emotionl Labor. Academy of Management Review, 21(4), 986-1010. https://doi.org/10.2307/259161
- Neubert, M. J., Kacmar, K. M., Carlson, D. S., Chonko, L. B., & Roberts, J. A.(2008). Regulatory Focus as a Mediator of the Influence of Initiating Structure and Servant Leadership on Employee Behavior. Journal of Applied Psychology, 93(6), 1220-1233. https://doi.org/10.1037/a0012695
- Park, J. H., & Heo, C. M.(2019) A Study on Effects of Actor's Emotional Labor on Job Stress: Focused on Mediation Effect of Emotional Dissonance. Asia-Pacific Journal of Business Venturing and Entrepreneurship, 14(5), 127-139. https://doi.org/10.16972/APJBVE.14.5.201910.127
- Park, S. E., & Woo, J. H.(2010). The Effects of Emotional Dissonance and Emotional Intelligence of Service Employeeon their Non-task Behaviors. Korean management review, 39(4), 963-994.
- Pugh, S., D., Groth,, & Hennig-Thurau, T.(2011). Willing and Able to Fake Emotions: A Closer Examination of the Link between Emotional Dissonance and Employee Wellbeing. Journal of Applied Psychology, 96(2), 377-390. https://doi.org/10.1037/a0021395
- Radloff, L. S.(1977). The CES-D Scale a Self-report Depression Scale for Research in the General Population. Applied psychological measurement, 1(3), 385-401. https://doi.org/10.1177/014662167700100306
- Rafaeli, A., & Sutton, R. I.(1987). Expression of Emotion as Part of the Work Role. Academy of Management Review, 12(1), 23-37. https://doi.org/10.2307/257991
- Richards, J. M., & Gross, J. J.(2000). Emotion Regulation and Memory: The Cognitive Costs of Keeping One's Cool. Journal of Personality and Social Psychology, 79(3), 410-424. https://doi.org/10.1037/0022-3514.79.3.410
- Scott, B. A., & Barnes, C. M.(2011). A Multi Level Field Investigation of Emotional Labor, Affect, Withdrawal, and Gender. Academy of Management Journal, 54(1), 116-136. https://doi.org/10.5465/amj.2011.59215086
- Totterdell, P., & Holman, D.(2003). Emotion Regulation in Customer Service Roles: Testing a Model of Emotional Labor. Journal of Occupational Health Psychology, 8(1), 55-73. https://doi.org/10.1037/1076-8998.8.1.55
- Wharton, A. S.(2009). The Sociology of Emotional Labor. Annual Review of Sociology, 35, 147-165. https://doi.org/10.1146/annurev-soc-070308-115944
- World Health Organization.(2017). Depression and Other Common Mental Disorders: Global Health Estimates (No. WHO/MSD/MER/2017.2). Geneva: World Health Organization.
- Yang, K. G.(2022). A Statistical Test of the Effects of Emotional Laborer Protection Institution. Quarterly Journal of Labor Policy, 22(3), 33-66 https://doi.org/10.22914/JLP.2022.22.3.002