감정-규칙부조화와 감정-표현부조화의 통합적 연구 : 두 감정부조화 개념이 감정노동 프로세스에 미치는 영향 = An integrative model of emotion-rule dissonance and emotiondisplay dissonance: Different impacts of two concepts of emotional dissonance on emotional labor process

국문 초록 (Abstract)

Hochschild 이래로 감정부조화는 감정노동의 부정적인 영향을 설명하는 핵심 메커니즘으로 간주되어 왔다. 그러나 이러한 중요성에도 불구하고 감정부조화는 지금까지 다소 모호하게 정의된채 사용되어 왔고 최근에는 이를 극복하기 위한 노력의 일환으로 감정-규칙부조화 및 감정-표현 부조화와 같은 개념들이 제안되고 있다. 그 동안 연구자들은 대개 이들 개념들 중 어느 하나에만 치중하여 왔는데, 이는 감정부조화가 감정노동 프로세스에서 수행하는 역할을 오히려 더욱 모호하게 하였다. 본 연구는 감정노동 프로세스에 대한 완전한 이해를 위해 감정-규칙부조화와 감정-표현부조화를 모두 고려한 통합적인 연구모형을 구성하였다. 감정-규칙부조화는 작업자로 하여금 감정노동전략을 수행하도록 이끄는 동인으로 상정되었고, 감정-표현부조화는 감정노동전략 특히 표면연기의 결과 발생하는 것으로 이해되었다. 판매직 서비스 종사자 347명의 응답을 바탕으로 연구모형을 검증한 결과, 감정-규칙부조화는 감정소진과 정(+)의 관계를 나타냈을 뿐만 아니라. 표면연기와 내면연기와 정(+)의 관계를 보였다. 이 결과는 작업자들이 왜 표면연기나 내면연기와 같은 감정노동전략을 취하게 되는가를 이해하는데 단초를 제공한다. 표면연기와 내면연기는 심리적 불편을 야기하는 감정-규칙부조화에 대응해 작업자들이 선택하는 전략적인 행동으로 해석될 수 있다. 한편, 감정-표현부조화는 표면연기와 정(+)의 관계를, 내면연기와는 부(-)의 관계를 보였다. 이는 요구받은 감정을 가장하면서 내면의 감정을 억제하는 전략으로서 표면연기는 감정-표현부조화를 초래하지만, 내면연기는 요구받은 감정을 실제로 느끼려고 노력하는 것으로 감정-표현 부조화를 줄인다는 의미이다. 마지막으로 감정-표현부조화가 감정노동전략과 감정소진 간의 관계를 매개할 것이라는 가설은 기각되었으며, 기존의 연구와는 달리 내면연기가 감정소진을 오히려 높이는 것으로 나타났다. 이러한 연구결과가 함의하는 시사점과 본 연구의 한계 및 향후의 연구방향에 대해서는 논문의 토론부분에서 자세히 논의했다.

다국어 초록 (Multilingual Abstract)

After the publication of Hochschild’s seminal work, emotional dissonance has been considered to be the explanatory mechanism accounting for the harmful effects of emotional labor on employees’ psychological well-being. Despite its conceptual importance, however, emotional dissonance has been a less well-elaborated concept in emotional labor literature. To add to a growing confusion, two mutually contradictory definitions of emotional dissonance have been suggested: emotion-rule dissonance and emotion-display dissonance. In this study, we tried to suggest an integrative model in order to elaborate on the vaguely defined relationships between emotional dissonance and emotional labor strategies. Based on a survey of 347 salespeople, we found that emotion-rule dissonance had positive associations with both emotional exhaustion and emotional labor strategies (surface acting and deep acting). Emotion-rule dissonance brought about psychological ill-being such as emotional exhaustion so as to lead workers to engage in emotional labor strategies for coping. Our findings also showed that surface acting was positively related to emotion-display dissonance but deep acting was negatively associated with the latter. This result seems to give further evidence that surface acting gives rise to emotion-display dissonance. We also tried to test the mediating effects of emotiondisplay dissonance on the relationships between emotional labor strategies and emotional exhaustion. However, we failed to demonstrate mediating effects. The implications of these findings are then discussed.

목차 (Table of Contents)

• 요약
• Ⅰ. 서론
• Ⅱ. 이론적 배경 및 가설
• Ⅲ. 연구방법
• Ⅳ. 분석 결과
• Ⅴ. 토론 및 시사점
• 참고문헌
• Abstract

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