Korean Journal of Psychology : General

理쒓렐샇 寃깋

Korean Journal of Psychology : General - Vol. 38 , No. 4

[ Regular issue ]
THE KOREAN JOURNAL OF PSYCHOLOGY : GENERAL - Vol. 38, No. 4, pp.599-623
ISSN: 1229-067X (Print)
Print publication date 25 Dec 2019
Received 29 Oct 2019 Accepted 04 Nov 2019
DOI: https://doi.org/10.22257/kjp.2019.12.38.4.599

정서노동으로부터 직무탈진까지의 순차적 매개경로: 표면행위와 내면행위의 대조
박형인
성균관대학교

Sequential Mediation from Emotional Labor to Job Burnout: Contrast between Surface Acting and Deep Acting
Hyung In Park
Sungkyunkwan University
Correspondence to : 박형인, 성균관대학교 심리학과, (03063) 서울특별시 종로구 성균관로 25-2 Tel: 02-760-0485, E-mail: hi.park@skku.edu

Funding Information ▼

초록

본 연구는 직무탈진의 세 하위요인인 소진, 냉소, 그리고 직업비효능감에 미치는 효과의 관점에서 정서노동의 두 전략인 표면행위와 내면행위를 비교하였다. 화요일과 목요일 두 차례 실시된 온라인 설문조사를 모두 완료한 고객응대 직원 131명을 대상으로 화요일 정서노동이 목요일 직무탈진에 미치는 효과를 확인한 결과, 표면행위는 내면행위보다 소진과 냉소를 더 높이는 것으로 나타났다. 또한, 표면행위는 직업비효능감에 직접효과를 보이지 않았으나, 소진과 냉소를 순차적으로 거쳐 직업비효능감에 간접효과를 보였다. 반면, 내면행위는 간접효과 없이 직접적으로 직업비효능감을 낮추는 것으로 나타났다. 즉, 정서노동의 두 전략은 직무탈진의 하위요인들에 미치는 효과크기가 다를 뿐만 아니라, 경로도 다르게 나타났다. 이에 따라 두 전략에 대한 개입 역시 구분되어야 할 것이다.

Abstract

This study compared two strategies of emotional labor, surface acting and deep acting, in terms of their effects on three facets of burnout: exhaustion, cynicism, and professional inefficacy. Participants were 131 service employees who completed two-time online surveys conducted Tuesday and Thursday. It was examined whether Tuesday emotional labor would have effects on Thursday burnout and found that surface acting increased exhaustion and cynicism more than deep acting. In addition, the sequential mediation analyses demonstrated that surface acting had a sequential indirect effect on professional inefficacy through exhaustion and cynicism, whereas deep acting only had a direct effect on professional inefficacy. In other words, pathways from emotional labor to burnout differed depending on the specific strategies of emotional labor as well. These results imply that intervention to emotional labor should be tailored to each strategy.


Keywords: job burnout, surface acting, deep acting, emotional labor, mediation
키워드: 직무탈진, 표면행위, 내면행위, 정서노동, 매개효과

Acknowledgments

이 논문은 성균관대학교의 2018학년도 삼성학술연구비에 의하여 연구되었음.


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