감정노동과 감정소진의 관계에 대한 교차 수준 연구: 고객공격행동 경험 및 고용유형의 조절 효과

공혜원,전주언 한국기업경영학회 2017 기업경영연구 Vol.24 No.4

Previous studies related to existing emotional labor have mostly been cross-sectional studies focusing on static differences in emotional regulation between individuals at a single point (Scott & Barnes, 2011). However, the studies which took a between-individual approach has a limitation in that within-individual variation is implicitly treated as error variance, even though the variance is theoretically meaningful (Judge et al., 2006). Thus, researches should be extended to take into account emotional labor occurring within individuals over time to more fully understand emotional labor. With this in mind, we examine the dynamical relationship between emotional exhaustion and daily customer aggression and emotional labor by taking multilevel approach. In addition, we explored whether customer aggression and employment type (regular and non-regular employees) moderate the relationship between daily emotional labor and emotional exhaustion. Also we examined that the moderating effect of customer aggression on the relationship between daily emotional labor and emotional exhaustion. It was hypothesized that 1) Within individual, customer aggression will increase emotional exhaustion 2) Within individual, surface acting will increase emotional exhaustion 3) The positive relationship between customer aggression and emotional exhaustion will be stronger for high level of surface acting 4) The positive relationship between customer aggression and emotional exhaustion will be stronger among non-regular employees compared to regular employees 5) The positive relationship between surface acting and emotional exhaustion will be stronger among non-regular employees compared to regular employees. In order to verify the relationships empirically, we designed diary method. The data were collected through online questionnaires form bankers. A HLM (hierarchical linear modeling) was used to test the hypotheses. Results are as follows. First, it was confirmed that surface acting increased the emotional exhaustion. Second, the employees who experienced customer aggression increased emotional exhaustion.Third, the positive relationship between surface acting and emotional exhaustion was stronger for the employees who experienced high level of customer aggression. Lastly, the positive relationships between surface acting and customer aggression were shown in non-regular employees. Based on the above results, it is argued that emotional events and emotional labor in the workplace are dynamic, and emotional exhaustion of the employees can be different within individuals. 본 연구는 서비스 조직 근로자들의 심리건강에 부정적 영향을 미칠 수 있는 요인을 규명하기 위해 먼저 감정노동(표면행위, 내면행위) 및 고객공격행동 경험이 근로자의 감정소진에 미치는 효과에 대해 탐색하였고, 아울러 감정노동과 감정소진의 관계가 고객공격행동 경험에 따라 차이가 있는지 개인 내 차이를 검증하였다. 마지막으로, 감정노동과 감정소진, 고객공격행동 경험과 감정소진의 관계가 고용유형(정규직, 비정규직)에 따라 다른 양상을 보이는지에 대한 교차수준의 조절효과를 규명하였다. 실증검증을 위해 일지조사법으로 설계했고, 은행근로자 56명을 대상으로 온라인 설문을 통해 자료를 수집했다. 반복측정을 통해 총 616개의 자료가 실증검증에 활용되었다. 분석 결과 고객공격행동 경험 및 표면행위가 감정소진에 미치는 개인 내 차이가 있는 것으로 확인되었다. 구체적으로 근로자들의 표면행위는 감정소진을 유발하지만, 내면행위는 관련이 없는 것으로 확인되었다. 또한 고객공격행동 경험은 근로자들의 감정소진을 증가시키는 것으로 확인되었고, 표면행위와 감정소진의 정적 관계는 고객공격행동 경험이 높을수록 더 강하게 나타나는 것으로 분석되었다. 마지막으로 비정규직 근로자들은 정규직 근로자들에 비해 표면행위를 할수록, 고객공격행동 경험이 높을수록 더 높은 감정소진을 경험하는 것으로 나타났다. 이상의 연구결과에 근거하여 감정노동에 따른 감정소진은 역동적임을 밝히고 이에 대한 논의가 이루어졌다.

서비스기업 종업원의 표면행위가 이직의도에 미치는 영향에 관한 연구: 지각된 사회적 지원의 조절효과를 중심으로

김완민,강성호,이한근 한국유통과학회 2017 유통과학연구 Vol.15 No.2

Purpose – Previous studies related to emotional labor of salespeople have mainly focused on identifying the antecedents of emotional exhaustion and turnover intention and exploring the mitigating effects salespeople’s motivation on emotional exhaustion and turnover intention. They also demonstrates that there are different roles for moderating in social support, which means mental/physical support related to the job in supervisors, colleagues and organizations. The purpose of this paper is to investigate how service employees’ surface acting affect turnover intention through emotional exhaustion. Another important objective of this paper is to investigate whether perceived social support moderates 1) the relationship between surface acting and emotional exhaustion 2) the relationship between emotional exhaustion and turnover intention. Research design, data, and methodology – To test the hypotheses, we collected the data from Korean insurance company sales employees. A total of 235 responses were received, from which 220 usable responses were obtained after list-wise deletion. Working with a sample of 220 responses, structural equation modeling was employed to empirically test research hypotheses(<H1> The relationship between surface acting and emotion exhaustion, <H2> The relationship between emotion exhaustion and turnover intention, <H3> The moderating effect of perceived social support(PSS) on the relationship between surface acting and emotion exhaustion, and <H4>The moderating effect of perceived social support(PSS) on the relationship between emotion exhaustion and turnover intention. SPSS 22.0 and AMOS software were used in these data analysis. Results – The service employees’ surface acting was positively related to the emotional exhaustion; in turn, the service employees’ feelings on emotional exhaustion are positively related to turnover intention. In addition, Perceived Social Support significantly moderated the relationship between surface acting and emotional exhaustion. However, perceived social support has a non-significant moderating effect on the path from emotional exhaustion to turnover intention. On the basis of these results, the following conclusion can be drawn. First, distribution service companies will be needed the administrative efforts to offer counseling programs and space to provide their members with enough rest in experiencing psychological pain due to the salespeople's surface acting. Also, it is necessary for distribution service companies to identify and share the examples of successfully solving emotional exhaustion caused by salespeople's surface acting.

감정노동종사자의 감정노동과 직무소진 간의 관계에서 스트레스대처능력의 매개효과

이민자 ( Lee Min Ja ),정윤주 ( Joung Yoon Ju ) 한국사회복지경영학회 2020 사회복지경영연구 Vol.7 No.1

본 연구는 감정노동 종사자들의 감정노동이 직무소진에 미치는 영향을 분석하고 스트레스대처능력의 매개효과를 검증함으로써, 감정노동종사자들의 건강한 삶을 위한 다양한 교육 및 상담프로그램 등을 개발하여 확장하는데 목적이 있다. 이를 위해 다음과 같은 연구문제를 설정하였다. 첫째, 감정노동, 직무소진, 스트레스대처능력 간의 관계는 어떠한가? 둘째, 감정노동이 직무소진과 스트레스대처능력에 미치는 영향은 어떠한가? 셋째, 스트레스대처능력이 직무소진에 미치는 영향은 어떠한가? 넷째, 스트레스대처능력은 감정노동과 직무소진 간의 관계를 매개 하는가? 본 연구의 대상은 서울 및 수도권에 위치한 콜센터 및 서비스직에 근무하는 감정노동종사자 544명이며 수집된 자료는 IBM SPSS statistics 24와 LISREL 8.52 통계프로그램을 활용하여 검증하였다. 연구결과는 다음과 같다. 첫째, 감정노동과 직무소진, 스트레스대처능력간의 관계를 분석한 결과 정(+)적 상관관계가 나타났으며 직무소진과 스트레스대처능력의 관계에서는 부(-)적 상관관계가 나타났다. 둘째, 감정노동이 직무소진, 스트레스대처능력에 정(+)적 영향을 미치는 것으로 나타났다. 셋째, 스트레스대처능력은 직무소진에 부(-)적 영향을 미치는 것으로 나타났다. 넷째, 스트레스대처능력은 감정노동과 직무소진 간의 관계에서 부분매개 하는 것으로 나타났다. 이상의 연구결과와 같이 감정노동이 직무소진과 스트레스대처능력에 미치는 영향을 확인하였으며, 스트레스대처능력이 감정노동과 직무소진 간의 매개역할을 하는 것으로 나타났다. 이는 스트레스대처능력이 직무소진을 완화시키는데 중요한 변수임을 입증하였으며 상담프로그램 개발시 필요한 방안을 제시하였다는 점에서 의의가 있다. The purpose of this study is to develop and expand various education and counseling programs for the healthy life of emotional workers by analyzing the effects of emotional labor on job exhaustion and verifying the mediating effect of stress-coping ability. For this, the following research problem were set. First, what is the relationship between emotional labor, job exhaustion, and stress-coping abilities? Second, what is the effect of emotional labor on job exhaustion and stress-coping ability? Third, what is the effect of stress-coping ability on job exhaustion? Fourth, does stress-coping ability mediate the relationship between emotional labor and job exhaustion? The subject of this study was 544 emotional laborers working in call centers and service jobs located in Seoul and the metropolitan area. The collected data were verified using IBM SPSS statistics 24 and LISREL 8.52 statistical programs. The research results are as follows. First, as a result of analyzing the relationship between emotional labor, job exhaustion, and stress-coping ability, most of each factors are a positive (+) correlation but there is a negative correlation between job exhaustion and stress coping ability. Second, emotional labor had a positive effect on job exhaustion and stress-coping ability. Third, the ability to deal with stress was found to have a negative effect on job exhaustion. Lastly, as a result of verifying the mediating effect between emotional labor and job exhaustion of stress-coping ability, it was found that indirect effect was used for partial mediation. As the result of the above study, the effect of emotional labor on job exhaustion and stress-coping ability was confirmed, and the stress-coping ability was found to play a mediating role between emotional labor and job exhaustion. This proved that stress coping ability is an important variable in alleviating job exhaustion, and it is meaningful to provide basic data when developing a counseling program.

일-가정 갈등이 정서적 고갈과 과업성과에 미치는 영향

김석영(Kim, Seckyoung Loretta),이수진(Lee, Soojin),박은경(Park, Eun Kyung),손승연(Son, Seung Yeon),윤석화(Yun, Seokhwa),박희태(Park, Heetae) 한국인사관리학회 2012 조직과 인사관리연구 Vol.36 No.3

Work and family issue becomes more salient issue in a competitive working environment that many organizations face in recent years. Organizations have been pushed for rapid changes in a competitive environment, and this trend is likely to increase employees’work family conflict and their stress such as emotional exhaustion. Knowing the negative impact of emotional exhaustion on individual as well as their job related performances, more research is needed to find the moderator that can reduce the negative effect of emotional exhaustion on task performance. In this study, we suggest stress coping strategies classified as control and escape strategy could be an effective moderator between emotional exhaustion and task performance relationship. This study has two major research purposes, drawing on insights from conservation of resource (COR) theory. First, we examine the mechanism between WFC and task performance via emotional exhaustion. Second, we investigate the important role of stress coping strategies by testing their moderating effects on the relationships between emotional exhaustion and task performance. We propose that different stress coping strategies (control and escape strategies) may moderate the relationship between emotional exhaustion and task performance in an opposite way, depending on its strategies. Therefore we hypothesize: Hypothesis 1: Work family conflict (WFC) will be positively related to emotional exhaustion. Hypothesis 2: Emotional exhaustion will be negatively related to task performance. Hypothesis 3: Emotional exhaustion will mediate the relationship between work family conflict and task performance. Hypothesis 4a: Control strategy will moderate the relationship between emotional exhaustion and task performance such that the negative relationship between emotional exhaustion and task performance will be reduced when control strategy is high than when it is low. Hypothesis 4b: Escape strategy will moderate the relationship between emotional exhaustion and task performance such that the negative relationship between emotional exhaustion and task performance will be strengthened when escape strategy is high than when it is low. Analyzing from 159 data using questionnaires distributed to employees and their direct supervisors from thirteen companies located in South Korea, the results indicated that WFC was negatively related to task performance fully mediated by emotional exhaustion. Contrary to hypothesis, the negative relationship between emotional exhaustion and task performance was strengthened when control strategy is high than when it is low. In sum, Hypotheses 1, 2, and 3 were supported. Despite of its limitations such as cross-sectional design, potential common method bias and limited variables, this study enriches our understanding of the mechanism of WFC on task performance through emotional exhaustion based on COR theory. Furthermore, the important role of stress coping strategies is investigated by testing its moderating effect between emotional exhaustion and task performance. Our results demonstrated that employees with the high level of WFC feel emotional exhaustion and these emotionally exhausted employees tend to show low task performance which is harmful for organization's effectiveness. Moreover control strategy could be an effective tool to reduce the negative effect of emotional exhaustion on task performance when the level of emotional exhaustion is low. Therefore, manager should provide training to use control strategy rather than escape strategy when employees face emotional exhaustion. 급격한 경영환경의 변화와 글로벌화로 인하여 조직은 구성원들에게 더 높은 성과를 요구하고 있으며 이는 구성원들에게 스트레스와 더불어 일-가정 갈등이 증가하는 원인이 되고 있다. 특히, 일-가정 갈등(work family conflict)은 최근 치열해진 기업의 경쟁구도, 회사보다 개인 생활을 중요시 하는 가치관의 변화와 맞벌이 가정 증가로 인해 더욱 악화될 전망이며 선행연구 결과 이는 구성원 개인 뿐 만 아니라 기업 전체에도 부정적인 영향을 미치는 것으로 알려져 있다. 또한 많은 구성원들이 이러한 기업환경에서 정서적 고갈을 경험하고 있으나 이를 줄이거나 그 영향을 약화시킬 수 있는 방법을 찾는 연구는 한정적이었다. 따라서 본 논문에서는 자원보존이론을 바탕으로 일-가정 갈등과 정서적 고갈, 정서적 고갈과 과업 성과와의 관계 그리고 일-가정 갈등과 과업성과와의 사이에서 정서적 고갈의 매개역할을 살펴보는 것을 목적으로 한다. 또한 정서적 고갈과 과업성과의 관계에서 스트레스 대처전략(통제전략과 회피전략)의 조절효과를 검증하고자 한다. 연구결과, 일-가정 갈등은 정서적 고갈과 정의 관계를 가지고 정서적 고갈은 과업성과와 부의 관계를 가지는 것으로 그리고 이 관계에서 정서적 고갈의 매개효과가 검증되었다. 스트레스 대처전략의 조절효과를 검증한 결과, 정서적 고갈과 과업성과와의 관계에서 통제전략이 높은 경우, 정서적 고갈과 과업성과의 부정적인 관계가 강화되어 스트레스 대처전략의 조절효과에 대한 가설은 지지되지 않았다. 하지만 정서적 고갈이 낮은 상태에서는 통제전략을 활용하는 경우 과업성과를 높이는 기능을 한다는 것을 밝혔다. 본 연구는 자원보존이론을 통해 일-가정 갈등이 정서적 고갈을 통해 과업성과에 미치는 메커니즘을 분석하여 일-가정 갈등 연구에 전반적인 이해를 높였다. 또한 정서적 고갈이 낮은 수준에서 통제전략의 효과적인 기능을 밝혀 정서적 고갈 연구에도 의의가 있다. 본 논문결과, 기업은 일-가정 갈등이 깊어져 정서적 고갈이 발생하지 않도록 사전에 예방하는 것이 필요하며 이미 정서적 고갈이 발생한 경우 그 수준이 높지 않다면 과업성과를 방어할 수 있는 방법으로 통제 전략을 활용할 수 있다.

역할동일시, 감정고갈, 역할이탈 사이 관계: 감정 요구-능력 적합성의 조절효과

맹말현(孟沫?),이재원(Jaewon Lee) 대한경영학회 2021 大韓經營學會誌 Vol.34 No.6

사회자본과 개인-조직 적합성이 고객접점 종업원의 감정고갈과 주관적 행복, 이직의도에 미치는 영향

이명성(Myoungsoung Lee),한상린(Sanglin Han) 대한경영학회 2016 大韓經營學會誌 Vol.29 No.9

감정부조화와 감정고갈 관계에서 임금만족도의 조절효과에 관한 연구

이재원 피터드러커 소사이어티 2022 창조와 혁신 Vol.15 No.4

"This study aims to, firstly, examine the relationship between emotional dissonance and emotional exhaustion. Then, it aims to identify a moderating variable which reduces the positive relationship between emotional dissonance and emotional exhaustion. Based on the cognitive dissonance theory, this study presents pay satisfaction as a moderating variable which reduces the positive relationship between emotional dissonance and emotional exhaustion. These research aims were investigated using data set collected from 519 employees working in several call centers. According to the results, emotional dissonance is positively related to emotional exhaustion. The results also showed that pay satisfaction negatively moderates the relationship between emotional dissonance and emotional exhaustion. The implications of these results are as follows. First, emotional dissonance is a kind of person-role conflict, which leads to emotional exhaustion. Second, although a job is by nature accompanied with emotional dissonance, if justification for choosing the job is given, then the increases of emotional exhaustion would be mitigated. Third, cognitive dissonance theory can provide a useful framework for identifying moderating variables in the relationship between emotional dissonance and emotional exhaustion." 본 연구의 목적은 유통산업에 대한 전문가들의 관심 영역에 대한 탐색을 통해 유통산업 발전에 도움이 될 수 있는 단서를 도출하고 향후 유통산업과 관련된 연구방향에 대한 통찰력을 제공하는 것이다. 이를 위해 본 연구에서는 2022년 9월 20일 기준 RISS에서 “유통산업”키워드로 검색한 학위논문 중 영문초록 총 2,643편을 추출하고 Python 3.7을 이용하여 단어 빈도분석, 워드클라우딩, 단어 동시출현 빈도분석, BERTopic, LDA 및 OLS 회귀분석을 통한 트렌드분석을 실시하였다. 분석결과는 다음과 같다. 첫째, 단어 빈도분석과 동시출현 빈도분석 결과 market, system, product, company, information 등과 development-market, market-system 등이 빈번하게 활용된 것을 알 수 있었다. 둘째, BERTopic과 LDA 결과 미용 & 패션유통, 공연 & 예술유통, 유통정보기술 등 12개의 토픽을 도출하였다. 셋째, 트렌드 분석 결과 음악콘텐츠유통, 식품안전, 식자재유통, 유통정보기술, 물적유통 토픽이 통계적으로 유의하게 증가하는 주제임을 확인하였다.

호텔 종사원의 감정노동이 감정소진과 고객지향성에 미치는 영향 : 감정소진의 매개효과를 중심으로

유강석,하동현 관광경영학회 2017 관광경영연구 Vol.77 No.-

This research was conducted to analyze a casual relationship between emotional labor(deep acting and surface acting) and emotional exhaustion, and between emotional exhaustion customer orientation from a hotel employee’s perspective. Also this research was conducted to analyze the mediating effects of emotional exhaustion in the causal relationships. Based on the theoretical predictions, empirical test was conducted. The data acquired from 219 consumers who used 5-star hotels in Busan of Korea was analyzed utilizing structural equation modeling(SEM). The research findings were as follows. First, deep acting positively influenced customer orientation, while surface acting didn't influence customer orientation. Second, deep acting negatively influenced emotional exhaustion and surface acting positively influenced emotional exhaustion. Third, emotional exhaustion negatively influenced customer orientation. Fourth, emotional exhaustion had mediating effects in the causal relationship between emotional labor and customer orientation. Based on these results, first, it is necessary for hotel companies to make a system for invigorating deep acting and second, it is inevitable for hotel CEOs or superiors or co-workers to provide supports to emotional laborers, and to make measures for curing emotional labor and third, it is unavoidable for hotel CEOs to provide suitable job allocation, department arrangement and task conversion for relieving hotel employee’s emotional exhaustion, and fourth, it is needed of rewards for hotel CEOs to make hotel employees increase the level of deep acting which can lead to the decrease of their emotional exhaustion.

호텔종사원의 감정노동이 감정소진과 자기효능감에 미치는 영향-감성지능의 조절효과-

최병창,김경민 대한관광경영학회 2019 觀光硏究 Vol.34 No.1

The purpose of this study is to investigate the importance of emotional labor and to investigate the effect of emotional expressive behaviors on emotional exhaustion and self - efficacy and emotional intelligence affect emotional labor and emotional exhaustion and self - The results of the study are as follows. First, the empirical work of the hotel management system is analyzed. First, the influence relationship between emotional labor and emotional exhaustion is established through the theoretical background. Second, the relationship between emotional labor and self - efficacy is derived and analyzed. Third, we tried to verify whether emotional intelligence has a moderating effect on emotional labor, emotional exhaustion, and self - efficacy The results of this study are as follows. First, it shows that emotional labor affects emotional exhaustion. Second, the relationship between emotional labor and self-efficacy was also found to be influential, but employees with high self-efficacy had lower effects than those with emotional exhaustion. Third, the control effect of emotional exhaustion of emotional intelligence showed that control of emotional regulation and emotional regulation has a moderating effect. However, 2 outline emotional understanding and emotional utilization control I could not. In addition, the control effect of emotional labor and self-efficacy was found to be moderating effect in the three outlines of understanding of self-emotion, comprehension of others, and control of emotions. Based on the results of this study, I suggested academic and practical implications. 본 연구에서는 감정노동의 중요성을 조명해보고 호텔종사원들의 직무상황에서 나타나는 고객에 대한 감정표현행위가 감정소진 및 자기효능감에 미치는 영향과 감성지능이 감정노동과 감정소진 그리고 자기효능감에 조절효과 영향을 미치는 지를 규명하여 호텔의 업무수행에서 감정노동이 조직에 미치는 영향의 중요성과 호텔 경영자의 인적자원의 효과적인 관리방안을 제시하고자 연구를 실시한 결과 다음과 같은 연구결과를 나타났다. 첫째, 감정노동과 감정소진에 따른 영향관계를 이론적 배경을 통하여 설정한다. 둘째, 감정노동과 자기효능감에 미치는 영향관계를 도출하여 분석한다. 셋째, 감성지능이 감정노동과 감정소진 그리고 자기효능감에 조절효과가 나타나는 지를 검증 분석하고자 하였다. 검증결과 첫째, 감정노동과 감정소진과의 관계에 영향을 미치는 것으로 나타났다. 둘째, 감정노동과 자기효능감과의 관계에서도 영향을 미치는 것으로 나타났으나, 자기효능감이 높은 종사원은 감정소진보다는 낮은 영향을 미치는 것으로 나타났다. 셋째, 감성지능의 감정소진에 대한 조절효과 분석결과 감정소진의 4개요인 중 2개요인 자기감성이해, 감성조절은 조절효과가 있는 것으로 나타났으나, 2개요인 타인감성이해, 감성활용은 조절해주지 못하였다. 또한 감정노동과 자기효능감에 대한 조절효과 분석결과 자기감성이해, 타인감성이해, 감성조절의 3개요인 에서 조절효과가 있는 것으로 나타났으나, 감성활용 요인은 조절해주지 못 하였다. 이러한 연구결과를 토대로 학문적, 실무적 시사점을 제시하였다.

감정규율전략과 감정고갈의 관계에서 감정 요구-능력 적합성과 상사의 긍정피드백의 조절효과

고선미,이재원 경남대학교 산업경영연구소 2019 지역산업연구 Vol.42 No.2

This study aims to investigate the moderating effect of emotional demands-ability fit and positive feedback from supervisor in the relationship between emotion regulation strategy (i.e., surface and deep acting) and emotional exhaustion. In previous studies, personality, gender, customer-employee interaction pattern, and culture were presented as the variables moderating the relationship between emotion regulation strategies and various outcome variables. However, this study presented “emotional demands-ability fit” and “positive feedback from supervisor” as the variables that can reflect the “limited resource model” approach, and investigated the moderating effect of the two variables. Validation was conducted through a survey of 590 service employees encountering and serving customers face-to-face in department stores and shopping malls. According to the results of statistical analysis, surface acting as an emotion regulation strategy has a positive relationship with emotional exhaustion, while deep acting as an emotion regulation strategy has a negative relationship with emotional exhaustion. In addition, the emotional demands-ability fit was observed to negatively moderate the relationship between surface acting and emotional exhaustion, and positive feedback from supervisor also negatively moderated the relationship between deep acting and emotional exhaustion. Such results suggest several implications. First, emotional exhaustion from surface acting can vary depending on personal characteristics such as emotional demands-ability fit. Second, the resource replenishment effect from deep acting becomes larger when positive feedback is offered by the supervisor. Third, the “ limited resource model” offers a useful theoretical framework to identify the moderating variables between emotion regulation strategy and emotional exhaustion. 본 연구는 감정규율전략(즉, 표면연기, 내면연기)과 감정고갈의 관계에서 감정 요구-능력 적합성 및 상사의 긍정피드백의 조절효과 파악을 목적으로 한다. 기존의 연구에서는, 감정규 율전략과 여러 결과변수들 사이를 조절하는 변수들로 성격, 성별, 고객-종업원 상호작용 유 형, 문화를 제시했는데, 본 연구에서는‘제한된 자원모델’관점을 반영할 수 있는 변수로 써‘감정 요구-능력 적합성’및‘상사의 긍정피드백’을 제시했고, 두 변수의 조절효과를 파악해보았다. 본 연구의 검증은 백화점 및 쇼핑몰에서 고객을 상대하는 종업원들 590명을 대상으로 하여 얻은 설문을 통해 실시되었다. 통계분석 결과에 의하면, 감정규율전략 표면연 기는 감정고갈과 긍정적인 관계가 있고, 감정규율전략 내면연기는 감정고갈과 부정적인 관계 가 있다. 또, 감정 요구-능력 적합성은 표면연기와 감정고갈 사이 관계를 부정적으로 조절하 며, 상사의 긍정피드백 역시 내면연기와 감정고갈 사이를 부정적으로 조절하는 것으로 나타 났다. 이러한 결과는 몇 가지 시사점을 제시한다. 첫째, 표면연기의 수행으로 인한 감정고갈은 감정 요구-능력 적합성과 같은 개인의 특성에 따라 달라질 수 있다. 둘째, 내면연기의 수행으 로 인한 자원보충 효과는 상사의 긍정피드백이 주어질 때 그 효과가 더 커진다는 점이다. 셋 째,‘제한된 자원모델’이 감정규율전략과 감정고갈 사이의 조절변수를 파악하는데 유용한 이론적 틀을 제공한다는 점이다.