감정노동과 직무소진의 관계에서 지각된 고객관련 스트레스요인의 매개효과

국문 초록 (Abstract)

본 연구는 서비스직 종사자의 두 가지 감정노동전략(표면행동, 내면행동)이 직무소진 및 지각된 고객관련 스트레스요 인(CSS)에 미치는 상이한 영향과 그러한 영향 과정에서 지각된 CSS의 매개역할을 검증하고자 진행되었다. 대표적인 감정노 동 직무라 할 수 있는 호텔서비스직 종사자를 대상으로 자기보고식 설문조사를 실시하였으며 568명의 자료를 분석하였다. 분석결과에서 표면행동은 지각된 CSS와 직무소진을 증가시키고(H1지지), 표면행동과 직무소진의 관계에서 지각된 CSS가 매개역할을 하는 것으로 나타났다(H3지지). 한편, 내면행동은 직무소진을 감소시켰으나 지각된 CSS에는 영향을 미치지 않는 것으로 나타났으며, 그로인해 내면행동과 직무소진의 관계에서 지각된 CSS의 매개역할 또한 지지되지 않았다(H₂부분지지, H₄기각). 결과적으로, 지각된 CSS와 직무소진을 모두 증가시키는 표면행동과 달리 내면행동의 경우 지각된 CSS를 증가시키 지 않으면서 동시에 직무소진을 감소시키는 것으로 나타나 두 가지 감정노동 전략에 대한 상이한 접근의 필요성을 확인하였 다. 마지막으로 연구의 시사점 및 제한점을 논의하였다.

다국어 초록 (Multilingual Abstract)

The purpose of this study was to verify the differential influences of two emotional labor strategies on perceived CSS and burnout, and the mediating role of perceived CSS between emotional labor and burnout. The data was collected using self-reported questionnaires. A total of 568 hotel service employees who worked in various service jobs, participated in this study. The result indicated that surface acting had a positive influence on perceived CSS and burnout, and perceived CSS performed a mediating role between surface acting and burnout. In addition, deep acting had a negative effect on burnout but no effect on perceived CSS. As a result, deep acting reduced burnout without increasing perceived CSS, unlike surface acting. These results suggest that the two emotional labor strategies need to be treated differently. Finally, the implications and limitations of this study were discussed.

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