DOI QR코드

DOI QR Code

An Analysis on Research Trends of Emotional Labor in Business Research and Future Research Directions

경영학 분야의 감정노동 연구동향 분석과 향후 연구방향

  • Lee, Hang (Department of Global Economics, Gachon University) ;
  • Kim, Joon-Hwan (Department of Paideia, Sungkyul University)
  • 이항 (가천대학교 글로벌경제학과) ;
  • 김준환 (성결대학교 파이데이아학부)
  • Received : 2019.02.25
  • Accepted : 2019.05.20
  • Published : 2019.05.28

Abstract

While the quantitative results of research on emotional labor that has been studied in Korea has never been minimal, most of the researches that have been conducted are limited to generalization by empirical analysis studies limited to single industry cases. A more integrated approach is needed in addition to quantitative research methods in order to research results that can be generalized when the importance and interest in emotional labor is increasing. Therefore, this study analyzed in-depth 112 articles published in the field of management in Korea, which were searched under the keyword emotional labor, using KCI from 2008 to 2018. To this end, the research trends of emotional labor, such as the concept, and the method of analysis, were reviewed from various aspects and presented future research directions. This research result attempted to contribute not only to academic contribution to emotional labor but also to the expansion or integration of the application area to the internal mechanisms of emotional labor.

Table 1. Analysis of research journal

DJTJBT_2019_v17n5_65_t0001.png 이미지

Table 2. Analysis of research sample

DJTJBT_2019_v17n5_65_t0002.png 이미지

Table 3. Analysis of research methods

DJTJBT_2019_v17n5_65_t0003.png 이미지

References

  1. http://www.mncn.co.kr/news/articleView.html?idxno=15018
  2. https://www.nocutnews.co.kr/news/5047339
  3. http://www.newsis.com/view/?id=NISX20170817_0000070229&cID=10201&pID=10200
  4. A. R. Zablah, G. R. Franke, T. J. Brown & D. E. Bartholomew. (2012). How and when does customer orientation influence frontline employee job outcomes? A meta-analytic evaluation. Journal of Marketing, 76(3), 21-40. https://doi.org/10.1509/jm.10.0231
  5. A. A. Grandey. (2003). When "the show must go on": Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery. Academy of Management Journal, 46(1), 86-96. DOI : 10.5465/30040678
  6. Y. S. Yun, C. S. Lee & H. I. Son. (2016). An empirical study on the effect of the dimension of emotional labor on the resistant behavior. Korean Journal Of Labor Studies, 22(1), 231-263.
  7. A. S. Wharton. (2009). The sociology of emotional labor. Annual Review of Sociology, 35, 147-165. https://doi.org/10.1146/annurev-soc-070308-115944
  8. E. Goffman. (1959). The presentation of self in everyday life. Garden City: NY: Anchor.
  9. A. R. Hochschild. (1983). The managed heart: Commercialism of human feeling. Berkeley.
  10. A. R. Hochschild. (1993). Preface'to S. Fineman,(Ed), Emotion in Organizations.
  11. J. J. Gross. (1998). Antecedent-and response-focused emotion regulation: divergent consequences for experience, expression, and physiology. Journal of Personality and Social Psychology, 74(1), 224-237. https://doi.org/10.1037/0022-3514.74.1.224
  12. M. Mikolajczak, K. V. Petrides & J. Hurry. (2009). Adolescents choosing self-harm as an emotion regulation strategy: The protective role of trait emotional intelligence. British Journal of Clinical Psychology, 48(2), 181-193. https://doi.org/10.1348/014466508X386027
  13. P. Brook. (2009). In critical defence of 'emotional labour' refuting Bolton's critique of Hochschild's concept. Work, Employment and Society, 23(3), 531-548. https://doi.org/10.1177/0950017009337071
  14. B. E. Ashforth & R. H. Humphrey. (1993). Emotional labor in service roles: The influence of identity. Academy of Management Review, 18(1), 88-115. https://doi.org/10.5465/amr.1993.3997508
  15. J. A. Morris & D. C. Feldman. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of Management Review, 21(4), 986-1010. https://doi.org/10.5465/amr.1996.9704071861
  16. D. Zapf, C. Vogt, C. Seifert, H. Mertini & A. Isic. (1999). Emotion work as a source of stress: The concept and development of an instrument. European Journal of Work and Organizational Psychology, 8, 371-400. https://doi.org/10.1080/135943299398230
  17. C. M. Brotheridge & R. T. Lee. (1998). On the dimensionality of emotional labor: Development and validation of an emotional labor scale. In First Conference on Emotions in Organizational Life, San Diego, CA.
  18. C. M. Brotheridge & R. T. Lee. (2003). Development and validation of the emotional labour scale. Journal of Occupational and Organizational Psychology, 76(3), 365-379. DOI : 10.1348/096317903769647229 https://doi.org/10.1348/096317903769647229
  19. J. M. Diefendorff, M. H. Croyle & R. H. Gosserand. (2005). The dimensionality and antecedents of emotional labor strategies. Journal of Vocational Behavior, 66(2), 339-357. DOI : 10.1016/j.jvb.2004.02.001 https://doi.org/10.1016/j.jvb.2004.02.001
  20. R. S. Rubin, V. M. S. Tardino, C. S. Daus & D. C. Munz. (2005). A reconceptualization of the emotional labor construct: On the development of an integrated theory of perceived emotional dissonance and emotional labor. In Annual Conference of the Society for Industrial and Organizational Psychology, 17th, Toronto, ON, Canada; A version of this chapter was presented at the aforementioned conference. Lawrence Erlbaum Associates Publishers.
  21. G. Wang, S. E. Seibert & T. L. Boles. (2011). Chapter 1 synthesizing what we know and looking ahead: a meta-analytical review of 30 years of emotional labor research. In What Have We Learned? Ten Years On (pp. 15-43). Emerald Group Publishing Limited.
  22. S. W. Raudenbush & A. S. Bryk. (2002). Hierarchical linear models: Applications and data analysis methods (Vol. 1). Sage.
  23. H. E. Lee (2010). The Relationship between emotional intelligence and emotional labor and its effect on job burnout in Korean organizations (PhD Dissertation). The University of Minnesota, MN, USA.
  24. S. H. Kim. (2009). Is salespersons' service faked or authentic?: The effects of authenticity perceived by customers about salespersons' emotional labor on service quality evaluation. Korean Marketing Review, 24(3), 1-33.
  25. J. H. Kim, H. Lee & H. E. Lee. (2010). The effects of emotional intelligence and emotional labor on department store salespersons' customer orientation and sales performance. Korea Research Academy of Distribution and Management Review, 13(4), 97-117.
  26. J. H. Kim, S. H. Lee, D. W. Shin & J. H. Song. (2014). Effects of emotional regulation processes on adaptive selling behavior and sales performance. Asia Marketing Journal, 16(1), 71-100.
  27. J. Y. Lew. (2017). Influence of emotional intelligence and emotional labor on adoptive selling behavior and customer orientation. Korean Business Education Review, 32(6), 123-142 DOI : 10.23839/kabe.2017.32.6.123
  28. T. H. Shin. (2017). A Study on the mediation effect of job stress in the relationship between humor styles and job engagement of emotional laborers in hotels. Journal of Foodservice Management Society of Korea, 20(4), 345-367
  29. M. H. Kim, Y. H. Lee & H. J. Jeon. (2010). A Empirical Study on the Level of Training Transfer and Job Satisfaction in Public Service Agency. Korean Journal of Business Administration, 23(5), 2523-2541.
  30. J. H. Kim. (2013). The effects of hotel employees' affectivity and emotional labor on job satisfaction and turnover intention. Korea Research Academy of Distribution and Management Review, 16(5), 89-99.
  31. B. Y. Xiao, K. T. Lee & G. D. Kang. (2014). The effect of negative emotion caused by dysfunctional customer behavior on job satisfaction : Focusing on the moderating effect of emotional labor propensity. Korean Journal of Business Administration, 27(2), 285-309.
  32. T. S. Kim & C. Y. Hur. (2012). Effect of emotional labor on emotional exhaustion and job satisfaction : Mainly on KTX train attendants. Korean Journal of Business Administration, 25(9), 3761-3780.
  33. S. Y. Jun. (2015). A study on the influence of emotional labor on job satisfaction : Focusing on the moderating effect of perceived organizational support. Korean Journal of Business Administration, 28(12), 3235-3255. DOI : 10.18032/kaaba.2015.28.12.3235 https://doi.org/10.18032/kaaba.2015.28.12.3235
  34. J. W. Kim. (2016). The relationships among customer-member exchange, team-member exchange, emotional labors, and organizational behaviors. Journal of Marketing Studies, 24(4), 151-172. DOI : 10.21191/jms.24.4.08
  35. H. Lee & J. H. Kim. (2017). Impact of social support on emotional labor and job satisfaction in smart work environments. The e-Business Studies, 18(6), 347-361. DOI : 10.20462/tebs.2017.12.18.6.347 https://doi.org/10.20462/TeBS.2017.12.18.6.347
  36. M. M. Huo, M. O. Kim, M. O. Ro & H. Y. Hwang. (2016). A study on the drivers and outcomes of emotional labor among chinese service employees : Nonlinear relationship between rapport and emotional labor. Korean Business Education Review, 31(3), 219-241.
  37. J. H. Kim & H. J. Mun. (2018). Influences of affectivity and organizational commitment on job satisfaction and work performance of information security professionals. Journal of the Korea Convergence Society, 9(6), 225-234. DOI : 10.15207/JKCS.2018.9.6.225 https://doi.org/10.15207/JKCS.2018.9.6.225
  38. S. E. Park. (2009). The effects of emotional dissonance on the employee's job attitudes and the moderating role of job autonomy and social supports. Korean Management Review, 38(2), 379-405.
  39. H. C. Lim. (2011). An effects of job-family conflict, trust to leader, emotional labor on job attitudes using consulting data in securities industry. Korean Management Consulting Review, 11(2), 117-134.
  40. Y. K. Lee, S. H. Kim & D. S. Park. (2013). The locus of control and organizational commitment among home-visiting worksheet teachers: Moderating role of emotional labor strategy. Korean Business Education Review, 28(1), 257-278.
  41. J. W. Yoo, W. J. Kwak & H. C. Shin. (2014). The antecedents and consequences of service employee's emotional labor. Journal of Human Resource Management Research, 21(2), 49-64. DOI : 10.14396/jhrmr.2014.21.2.49
  42. S. E. Park & D. H. Shin. (2011). Emotional labor and work-family conflict as two antecedents to the job burnout. Korean Journal of Management, 19(1), 227-266.
  43. H. G. Kwon & B. G. Park. (2011). The effects of surface and deep acting of emotional labor on emotional dissonance and job attitudes. Journal of Human Resource Management Research, 18(1), 311-325.
  44. Y. X. Jin & K. C. Song. (2012). Mediating role of job burnout and moderating role of social support in the relationships among job stressors, emotional labor, and job satisfaction. Korean Journal of Human Resources Development, 15(2), 1-36.
  45. I. E. Kang, J. Y. Lee & D. H. Youn. (2013). The impacts of emotional labor on perception of organizational support and burnout - The case of employee in security & guard company. Journal of Human Resource Management Research, 20(5), 45-61. DOI : 10.14396/jhrmr.2013.20.5.45 https://doi.org/10.14396/jhrmr.2013.20.5.45
  46. C. H. Im. (2009). The role of humor and trust in the emotional labor workplace: An expansion of the job demands-resources model. Journal of Organization and Management, 33(2), 111-143.
  47. Y. S. Kim & C. H. Shim. (2013). The effects of hotel employees' emotional labor on turnover intention -Focused on moderating effects of coping strategy. Journal of Foodservice Management, 16(6), 265-283.
  48. J. A. Chae & S. W. Bae. (2014). A study on the effects of medical employees's emotional labor on turnover intention and customer orientation - Mediated by job stress and job satisfaction. Journal of Marketing Management Research, 19(1), 133-152.
  49. Y. K. Kim. (2014). Employees' humor style, emotional labor, job satisfaction, and turnover intention among high-contact service employees. Journal of Distribution Science, 12(10), 109-121. DOI : 10.15722/jds.12.10.201410.109 https://doi.org/10.15722/jds.12.10.201410.109
  50. S. E. Kim & C. H. Kim. (2014). The study on the relationships of emotional labor, job satisfaction, turnover intention, and resilience. Management Information Systems review, 33(5), 261-283. DOI : 10.29214/damis.2014.33.5.015 https://doi.org/10.29214/damis.2014.33.5.015
  51. K. S. Jeong, S. J. Choi, M. O. Park & Y. Li. (2015). The effects of customer service representatives' emotional labor by emotional display rules on emotional dissonance, emotional exhaustion and turnover intention in the context of call centers. Korean Journal of Business Administration, 28(2), 529-551.
  52. S. J. Choi & K. J. Cheong. (2016). The influence of customer service representatives' perceived customer verbal abuse on emotional labor and emotional exhaustion in the context of call centers. Korean Management Review, 45(1), 295-328. DOI : 10.17287/kmr.2016.45.1.295 https://doi.org/10.17287/kmr.2016.45.1.295
  53. J. S. Lee. (2017). An empirical study on the airline service employees' psychological mechanism according to the emotional labor. Journal of Distribution Science, 15(2), 111-120. DOI : 10.15722/jds.15.2.201702.111 https://doi.org/10.15722/jds.15.2.201702.111
  54. K. J. Kim. (2011). The influence of emotion labor on job burnout of the hotel F&B employees - Focused on moderating roles of employment status. Journal of Foodservice Management, 14(4), 27-44.
  55. K. W. Yang, H. E. Jang & Y. J. Chae. (2015). An integrative model of emotion-rule dissonance and emotion-display dissonance: Different impacts of two concepts of emotional dissonance on emotional labor process. Journal of Organization and Management, 39(3), 87-110.
  56. S. H. Lee, H. W. Koh, N. Tuya & K. H. Choi. (2018). Dual roles of emotional intelligence in the emotional labor processes: emotional intelligence's direct effect on emotive effort and indirect effect on emotive dissonance. Journal of Organization and Management, 42(1), 35-63.
  57. N. G. Baek. (2013). The effect of burnout and customer orientation on emotional labor of food service company staff. The Academy of Customer Satisfaction Management, 15(3), 25-50.
  58. J. C. Bae & P. J. Kim. (2011). A study on the emotional labor of sales workers at department Stores. Journal of Distribution Science, 9(4), 75-82. DOI : 10.15722/jds.9.4.201112.75 https://doi.org/10.15722/jds.9.4.201112.75
  59. S. B. Cha & H. S. Kim. (2014). The effect of emotional labor on psychological well-being of hotel employees. Journal of Foodservice Management, 17(1), 93-112.
  60. M. S. Yoon & N. H. Kim. (2016). The moderating effect of client violence on the relationship between emotional labor and depression among social workers. Korean Journal of Human Resources Development, 19(4), 187-221. https://doi.org/10.24991/KJHRD.2016.12.19.4.187
  61. Y. W. Lee, H. S. Kim & J. H. Han. (2016). The effect of informal social support and perceived usability of work-family human resource bundles on emotional labor: Mediating effect of psychological well-being. Journal of Organization and Management, 40(3), 213-240.
  62. M. Y. Lee. (2017). A phenomenological study on the job stress experienced by emotional labors : Focusing on the call center consultant. Journal of Digital Convergence, 15(9), 519-532. DOI : 10.14400/JDC.2017.15.9.519 https://doi.org/10.14400/JDC.2017.15.9.519
  63. Y. J. Kim, J. H. Kim & G. S. Shim. (2017). The relationship among job stress, emotional labor, resilience and mental health in firefighters. Journal of the Korea Convergence Society, 8(12), 379-389. DOI : 10.15207/JKCS.2017.8.12.379 https://doi.org/10.15207/JKCS.2017.8.12.379
  64. H. J. Suh, J. S. Kim, J. O. Kim, H. S. Kim, I. Y. Cho & H. S. Kim. (2017). Effects of emotional labor, depression and self - efficacy on health promotion behavior of taxi driving workers. Journal of Digital Convergence, 15(8), 489-500. DOI : 10.14400/JDC.2017.15.8.489 https://doi.org/10.14400/JDC.2017.15.4.489