The Study on the Relationships of Emotional Labor, Job Satisfaction, Turnover Intention, and Resilience

비서의 감정노동, 직무만족, 이직의도와 회복탄력성간의 관련성에 대한 연구

  • Kim, Sung-Eun (Dept. of International Secretarial and Office Administration, Ansan University) ;
  • Kim, Chul-Hee (Dept. of International Secretarial and Office Administration, Ansan University)
  • 김성은 (안산대학교 국제비서사무과) ;
  • 김철희 (안산대학교 국제비서사무과)
  • Received : 2014.11.19
  • Accepted : 2014.12.27
  • Published : 2014.12.31

Abstract

The aim of this study is to examine the relationships between emotional labor of surface acting and deep acting along with job satisfaction and turnover intention. Furthermore, the study attempts to understand the moderating effects of resilience on adjustment in regards to the emotional labor, surface acting and deep acting, and job satisfaction and turnover intention. For this study, a survey was conducted among administrative assistants and five hypotheses were verified. The findings of this research are summarized as follows: First, the surface acting of emotional labor has a statistically significant positive correlational effect on turnover intentions. Second, the deep acting of emotional labor has a statistically significant negative correlational effect on turnover intentions. Third, the surface acting of emotional labor has a statistically significant negative correlational effect on job satisfaction. Fourth, the deep acting of emotional labor has a statistically significant positive correlational effect on job satisfaction. Fifth, there is a moderating effect of resilience between the deep acting of emotional labor and job satisfaction. This study is meaningful in that it helps understand the relationship between the administrative assistants' emotional labor, resilience, turnover intention, and job satisfaction and that it proposes implications on vitalizing organizational communication and emotional programs.