감정노동 작업장에서의 유머와 신뢰의 역할 : 직무요구-자원 모형의 확장 = The Role of Humor and Trust in the Emotional Labor Workplace : An Expansion of the Job Demands-Resources Model

국문 초록 (Abstract)

본 논문의 주요 목적은 직무요구-자원 모형(JD-R model)에서 주장하는 소진에 대한 직무 요구의 영향과정과 소진과 몰입에 대한 직무자원의 영향과정이 전통적 주장대로 상호 독립적인지, 아니면 특정 매개변수가 개입되면 하나의 프로세스로 연결되는지를 검토하는 것이다. 따라서 본 연구에서는 직무요구의 대표적 하위요소인 감정노동이 소진의 대표적 하위요소인 정서고갈과 몰입에 신뢰라는 매개변수를 통해 어떠한 영향을 미치는지를 살펴보았고 직장의 유머사용이라는 직무자원이 역시 두 개의 결과변수에 영향을 미칠 때 신뢰의 매개작용이 존재하는지를 검토하였다. 또한 이들 변수간의 관계에 관한 구조모형을 JD-R이론 관점에서 본다면 직무요구/자원과 소진/몰입의 관계에 매개변수의 추가가 가능함을 알 수 있다. 그리고 아울러 직무요구가 소진에 미치는 부정적 영향(health impairment process)과 직무자원이 소진을 완화시키는 재활과정(energetic process)과 직무자원이 몰입에 영향을 미치는 동기화과정(motivational process)은 독립적인 관계라기보다는 신뢰라는 매개변수를 통하여 동시에 소진과 몰입에 동시에 영향을 미칠 수 있음도 밝혔다. 이로써 본 연구는 이론적으로는 JD-R모형의 확장ㆍ개선과 함께 실무적으로는 감정노동 분야에서 유머와 신뢰가 종업원의 정서고갈을 줄여주고 동시에 직장생활의 질을 높이는 자원이 된다는 사실을 입증하였다. 연구방법은 기존 연구결과들을 바탕으로 이론적 모형을 설정하고 설문 서베이 기법을 활용하여 이를 검정하는 방식에 의존하였다. 수퍼마켓 주부사원, 보건소와 병원의 간호사, 제약회사 영업사원, 사회복지사 등 고객을 상대하는 일선 직원들로부터 회수된 405개의 유효 설문응답을 토대로 구조방정식에 의한 제안모델의 우수성을 AMOS 6.0을 이용하여 확인하고 다시 Sobel test 등에 의한 추가분석을 통해 이를 입증하는 방식을 택하였다. 본 연구의 실효성과 한계점, 그리고 미래 연구시 보완할 점 등도 제언하였다.

다국어 초록 (Multilingual Abstract)

While recommendations and anecdotal evidence for reducing the negative impact of emotional pressure in the emotional workplace, there has been very little empirical work examining use of humor and trust in this field. In explaining the relationships between job characteristics, burnout, and engagement, the role of humor and trust were examined. That is, our study examined the role of trust as a mediating variable in the relationships between job demands(e.g., emotional work pressure), job resources(e.g., humor), and employees' emotional exhaustionand vigour, dedication, etc., the main components of burnout and work engagement, respectively. Influenced by dominant work psychological models, like Job demand-control model, the Job Demands - Resources (JD-R) model attributes employee well-being to the job characteristics. Previous studies have supported the underlying predictions of the model, namely that job demands are the main predictors of negative job strain, while job resources are the most important predictors of work engagement. However, studies on the JD-R model have been restricted to job characteristics and, as a result, the role of employees’ personal situations(e.g., interpersonal trust relationship), which could be important determinants of their adaptation to work environments, has been neglected. Empirical studies that uncover the processes underlying the relationships between job resources and demands and outcomes are, however, scarce. To address this void in the literature, the present study examined whether trust serves as a mediator in the relationships advanced in the JD-R. To investigate the role of trust in the JD-R model, we used insights from humor practices as a main component of social supports, which could be job resources factors. Most employees working at emotional workplace would be tired. While many people want their work to be satisfying, emotional labor reenforce workers to have smile face in front of clients. If their patience would be worn out, finally they quit easily their work. The purpose of this paper is to examine whether interpersonal trust mediate the relationship between emotional labor/humor practices and emotional exhaustion/job engagement. Structural equation modelling in a heterogeneous sample of 405 workers of the emotional workplace(employees of supermarket, employees of bank, hospital nurses, salesman of pharmaceutical company, service women in social welfare organizations) confirmed that trustful relation explained the relationships from job demands(emotional labor) to exhaustion and from job resources(humor practices) to engagement. Our study's findings provide evidence that trust fully accounted for the relationship between humor and emotional exhaustion and partially explained the relationships between emotional pressure/humor and exhaustion / engagement (vigour, dedication, absorption). This suggests that employees who are surrounded by humor practices are more likely to experience a general feeling of trustful relationship with their leaders and coworkers, which in turn explains why they feel less exhausted, and more vigorous in their jobs. These findings help to shed light on the processes underlying the relationships between job characteristics and burnout and engagement. This results aligns with the general theorizing supported by JD-R model. More specifically, it builds on the JD-R literature as it tests one of the proposed mechanisms in the relationship between job resources and work engagement However, our results also extends the JD-R li terature by suggesting that one mechanism, namely trust helps to explain the relationships between the health-impairing as well as the health-enhancing job characteristics and both employees’ ill-health (i.e. burnout) and well-being (i.e. engagement). Notably, within the JD-R literature, two different processes are assumed, that is, an energy depleting process in the development of burnout and a motivational process

목차 (Table of Contents)

• < 요 약 >
• Ⅰ. 머리말
• Ⅱ. 이론적 배경
• Ⅲ. 연구모형과 연구방법
• Ⅳ. 분석결과와 가설검정
• V. 결론과 토의
• 참고문헌

참고문헌 (Reference)

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