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A moderating effect of empathy between emotional labor and organizational citizenship behavior

감정노동과 조직시민행동간 공감의 조절효과

  • Received : 2014.03.06
  • Accepted : 2014.06.20
  • Published : 2014.06.28

Abstract

This study was conducted to see the effects of emotional labor as a job attitude on organizational citizenship behavior, and to verify the effects of adjusting empathy as an alleviating mechanism for such relationship in order to provide suggestions on finding ways to relieve hospital workers of emotional labor. Research was conducted on 347 nurses from medical institutions above hospital level in Chungcheongnamdo/bukdo and Daejeon-si. Summary of this research is as follows. First, deep acting of emotional labor was revealed to have a positive (+) effect on organizational citizenship behavior, and surface acting had a negative (-) effect. Second, empathy had a significant effect on organizational citizenship behavior and interaction between deep acting and empathy had a significant positive (+) effect on organizational citizenship behavior, but it was revealed that interaction between surface acting and empathy had no significant effect on organizational citizenship behavior.

Keywords

Emotional labor;Deep acting;Surface acting;empathy;organizational citizenship behavior

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