Emotional Labor between Service Job vs. Non-Service Job and Effect of Emotional Labor on Depression and quality of Life

서비스직과 비서비스직의 감정노동 및 감정노동이 우울과 삶의 질에 미치는 영향

  • Kim, Hwan (Department of Counseling Psychology, Seoul Cyber University) ;
  • Han, Sumi (Department of Counseling Psychology, Seoul Cyber University) ;
  • Choi, Hyera (Department of Counseling Psychology, Seoul Cyber University)
  • 김환 (서울사이버대학교 상담심리학과) ;
  • 한수미 (서울사이버대학교 상담심리학과) ;
  • 최혜라 (서울사이버대학교 상담심리학과)
  • Received : 2019.02.01
  • Accepted : 2019.04.05
  • Published : 2019.04.30


Emotional labor is the process of regulating feelings or emotions and expressing them in the way that fulfill job requirement. There have been many studies about characteristics or related variables of service workers' emotional labor, but are few studies comparing emotional labor between service workers and non-service workers. Therefore we are to examine the differences of emotional labor among the different types of workers. And as depression and lowered quality of life are well known negative consequences of emotional labor, we also intend to study the relationship between depression, quality of life, and emotional labor. Data were collected from 125 sales workers, and 186 cyber university full time students. And as to assure the student participants to be non-service workers, we limited the participant job as administrator, soldier or housewife. To compare differences of groups, one-way ANOVA was performed with Fisher's LSD as post hoc comparison. On overload in customer reception, service workers showed significantly higher scores, and on demand of emotional regulation/emotional dissonance/depression, both service workers and housewives showed significantly higher scores. Also analysis of multiple regression was performed, and the result showed that, emotional dissonance increased depression but decreased quality of life, while support/care increased quality of life, but decreased depression. With the result, implications and limitations of this study were discussed.

Table 1. Demographic characteristics of the respondents

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Table 2. Means and standard deviations of study variables

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Table 3. Analysis of Variance & post-hoc comparison

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Table 4. The effects of emotional labor variables on depression.

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Table 5. The effects of emotional labor variables on quality of life.

SHGSCZ_2019_v20n4_177_t0005.png 이미지


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