Journal of the Korea Academia-Industrial cooperation Society (한국산학기술학회논문지)

The Korea Academia-Industrial cooperation Society (한국산학기술학회)
권호 표지
DOI QR코드

DOI QR Code

The Mediating Effect of Authenticity in the Relationship between Emotional Disharmony and Life Satisfaction: Focusing on the Women Customer Counselor

콜 센터 여성 상담사의 감정부조화와 삶의 만족도의 관계: 진정성의 매개효과

  • 황민정 (우체국금융개발원) ;
  • 김현아 (서울사이버대학교 상담심리학과)
  • Received : 2019.03.14
  • Accepted : 2019.06.07
  • Published : 2019.06.30

Abstract

This study was performed to emotional labors of the relationship between the emotional dis-harmory and life satisfaction to find if authenticity take a role as a mediator variable. For this study targeting the women counselors us 197 people general public institution based in Seoul, to emotional dissonance scale partially modified by Hyuck-gi Kwon and Bong-gyu Park(2006); authenticity scale by Wood at all (2008), and life satisfaction measurement(Satisfaction With Life Scale; SWLS) developed by Diener at all(1985), was subjected to multiple regression analysis was performed to verify sobel for the statistical significance of the mediating effect. As a result was showed that authenticity is fully mediated of emotional dis-harmory between life satisfaction. The results implies that improving life satisfaction on a women customer counselor with emotional dis-harmony may help reduce accepting external influence, self-alienation and increase authentic living. Finally, implication and limitation of study are discussed.

Keywords

File

Download PDF

SHGSCZ_2019_v20n6_245_f0001.png 이미지

Fig. 1. The Mediating Effect Model of Authenticity in the Relationship between Emotional Disharmony and Life Satisfaction

Table 1. descriptive statistics

SHGSCZ_2019_v20n6_245_t0001.png 이미지

Table 2. Correlation between major variables

SHGSCZ_2019_v20n6_245_t0002.png 이미지

Table 3. The Mediating Effect of Authenticity in the Relationship between Emotional Disharmony and Life Satisfaction

SHGSCZ_2019_v20n6_245_t0003.png 이미지

References

  1. C. I. Park, S. L. Lee, H. G. Shin, B. S. Kang, M. G. Moon, J. J. Kim, J. H. Lee, The Effect of The Emotional Labor on Burnout. Unpublished Dissertation. Seoul: Korea Labor Institute. 2012.
  2. K. H. Cho, 'Failure Level'... High in Employee's Job Dissatisfaction.. Analysis on the Result Survey of 'A Survey on the Needs for Improvement Treatment and Working Conditoins of Customer Counseling Center's Employee, Prime Economy, 2018, "http://www.newsprime.co.kr/news/article.html?no=417931. (acessed May., 29, 2018)
  3. H. E. Jeon, Implementation Protection Law Enforcement of Emotional Labor ... Excercise of 'Emergency Evacuation Rights' When the Customer is making a rent. Hankook-Ilbo, 2018, http://www.hankookilbo.com/News/Read/201810160935087164. (accessed October., 16, 2018).
  4. H. A. Kim, A Study on Misuse and Reevaluation of the Concept of Emotional Labor' : Focusing on a Case Study of Call Center Labor. Unpublished Dissertation, Ewha Womans University. 2016.
  5. K. H. Kim, "A Study on the Reproducing Process of Gendered and Low-waged Care Work: Focused on Care Work in the Informal Sector", Journal of Asian Women, Vol. 48, No. 2, pp. 147-184
  6. K. W. Kim, "Smiling ARS : The Female Call Center Workers' Labor and 'over' Emotion through the Lens of Merleau-Ponty's Phenomenology of Body", Korean Cultural Anthropology, Vol. 15, No. 1, pp. 51-95. 2018.
  7. F. M.. Andrews, S. B, Withey, "Social indicators of well-being", NY: Plenum. 1976
  8. M. M. Gladis, E. A Gosch, N. M. Dishuk, P. Crits-Christoph, "Quality of life: Expanding the scope of clinical significance", Journal of Consulting and Clinical Psychology, Vol. 67, pp. 320-331. 1999. DOI: https://doi.org/10.1037//0022-006X.67.3.320 https://doi.org/10.1037/0022-006X.67.3.320
  9. B. Spilker, Quality of life and pharmacoecomonics in clinical trails(2nd ed.). NY: Lippincott-Ravern Press. 1996. DOI: https://doi.org/10.1016/S0197-2456(97)82191-5
  10. E. Diener, "What is positive about positive psychology: The curmudgeon and Polyanna", Psychological Inquiry, Vol. 14, pp. 115-120. 2003.
  11. T. A. Judge, C. L. Hulin, "Job satisfaction as a reflection of disposition: A multiple source casual analysis", Organizational Behavior and Human Decision Process, Vol. 56, pp. 388-421. 1993. DOI: http://dx.doi.org/10.1006/obhd.1993.1061 https://doi.org/10.1006/obhd.1993.1061
  12. T. A Judge, S. Watanabe, "Another look at the job satisfaction-life satisfaction relationship", Journal of Applied Psychology, Vol. 78, pp. 939-948. 1993. DOI: https://doi.org/10.1037//0021-9010.78.6.939 https://doi.org/10.1037/0021-9010.78.6.939
  13. H. J. Kim, J. H. Kim, "The Moderating Effect of Soothing Ability in the Relationship between Emotional Dissonance and Job Stress of Emotional labors'". The Journal of Career Education Research, Vol. 26, No. 1, pp. 159-173. 2013.
  14. J. K. Kim, The Effect of The Emotional Labor on Burnout. Unpublished Dissertation, Chung Buk National University. 2014.
  15. H. Y. Cho, The effect of emotional labour on psychological well-being(moderating effect of perceived organizational support). Unpublished Doctoral Dissertation, Kyonggi University. 2016.
  16. K. I. Choi, W. J. Lee, "Effects of Emotional Dissonance and Job Burnout on the Psychological Health of the Nursery Teachers", Journal of Radiological Science and Technology, Vol. 39, No. 4, pp. 669-681. 2016. DOI: https://doi.org/10.17946/JRST.2016.39.4.25 https://doi.org/10.17946/JRST.2016.39.4.25
  17. D. Zapf, M. Holz, "On the positive and negative effects of emotion work in organizations", European Journal of Work and Organizational Psychology, Vol. 15, No. 1, pp. 1-28. 2006. DOI: https://doi.org/10.1080/13594320500412199 https://doi.org/10.1080/13594320500412199
  18. M. G. Jeong, "A Study on the Effect of Emotional Labor and Psychological Well-being on Employee's Emotional Dissonance". Korea Journal of Business Administration. Vol. 25, No. 1, pp. 171-193. 2012.
  19. S. Y. Jun, "A Study on the Influence of Emotional Labor on Job Satisfaction : Focusing on the Moderating Effect of Perceived Organizational Support", Journal of Business Administration. Vol. 28, No. 12, pp. 3235-3255. 2015. DOI: https://doi.org/10.18032/kaaba.2015.28.12.3235
  20. S. E. Park, D. H. Shin, "Emotional Labor and Work-Family Conflict as Two Antecedents to the Job Burnout", Korea Academy of Management, Vol. 19, No. 1, pp. 227-266.
  21. K. S. Jeong, S. J. Choi, M. O. Park, A. Li, "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", Journal of Business Administration. Vol. 38, No. 2, pp. 529-551. 2015.
  22. P. Vannini, Authenticity and power in the academic profession (Doctoral dissertation, Washington State University). 2004. Retrieved from https://research.libraries.wsu.edu:8443/xmlui/handle/2376/168
  23. M. N.. Ruderman, S. Rogolsky, Getting real: How high-achieving women can lead authentically. [White Paper]. 2013. Retrieved from Center for Creative Leadership website: https:// HYPERLINK http://www.ccl.org/wp-content/uploads/2015/04/www.ccl.org/wp-content/uploads/2015/04/gettingreal.pdf.
  24. L. M. Roberts, J. E. Dutton, Exploring positive identities and organizations: Building a theoretical and research foundation. NY: Taylor & Francis Group. 2009. DOI: https://doi.org/10.4324/9780203879245
  25. Menard. Brume, "Authenticity and well-being in the workplace: a mediation model", Journal of Managerial Psychology, Vol. 26, No. 4, pp. 331-346. 2011. DOI: https://doi.org/10.1108/02683941111124854 https://doi.org/10.1108/02683941111124854
  26. M. J. Kyung, (The) difference analysis of call center emotional labor workers psychological burnout depending on their of self-esteem. Unpublished Doctoral Dissertation, Korea University. 2012.
  27. J. J. Song, "Structural Relationships among Emotional Dissonance, Job Burnout, Organizational Commitment for Call Center Employees", Academy of customer satisfaction management, Vol. 13, No. 2, pp. 103-123. 2011.
  28. D. L. Samantha, Gender equality and authenticity: A study of women in it leadership. Unpublished Doctoral Dissertation, Pepperdine University. 2017.
  29. C. M. Brotheridge, R. T. Lee, "Development and validation of the emotional labour scale", Journal of Occupational and Organizational Psychology, Vol. 76, No. 3, pp. 365-379. 2003. DOI: http://dx.doi.org/10.1348/096317903769647229 https://doi.org/10.1348/096317903769647229
  30. H. G, Kwon, B. G. Park, "The Influence of surface acting and deep actin on Emotional labor's emotional dissonance and Job attitude", Journal of Human Resource Management Research, Vol. 18, No. 1, pp. 311-325. 2011.
  31. H. S. Lee, The Influence of Authenticity on Subjective Well-Being : Mediating effects of Basic Psychological Needs. Unpublished Doctoral Dissertation, Kyonggi University. 2009.
  32. M. H. Cho, K. H. Cha, A Study of International comparing distribution on Quality of Life. Seoul: Jip moon press. 1998.
  33. M. E. Sobel, "Asymptotic confidence intervals for lndirect effects in structural equation models", Sociological methodology, Vol. 13, pp. 290-312. 1982. https://doi.org/10.2307/270723
  34. B. E. Ashforth, R. H. Humphrey, "Emotional labor in service roles: The influence of id entity", Academy of Management Review, Vo. 18, pp. 88-115. 1993. DOI: https://doi.org/10.5465/amr.1993.3997508 https://doi.org/10.5465/amr.1993.3997508
  35. A. R. Hochschild, The managed heart: Commercialization of human feeling. Berkeley: University of California Press. 1983.
  36. B. M. Goldman, M. H. Kernis, "The role of authenticity in healthy psychological functioning and subjective well-being", Annals of the American Psychotherapy Association, Vol. 5, No. 6, pp. 18-20, 2002.
  37. K. M. Sheldon, A. J. Eliot, "Goal striving, need-satisfaction, and longitudinal well-being; The self-concordance model", Journal of Personality and Social Psychology, Vo. 76, pp. 482-497. 1999. DOI: https://doi.org/10.1037/0022-3514.76.3.482 https://doi.org/10.1037/0022-3514.76.3.482
  38. W. B. Swann, B. W. Pelham, The truth about illusions: Authenticity and Positivity in social relationships. In C. R. Snyder & S. ]. Lopez (Eds.) Handbook of positive psychology(p. 366-381). NY: Oxford University Press. 2002.
  39. S. J. Hwang, The Relationship between Job related affective well-being(JAWS) and job attitudes : The Mediating Role of emotional labor and The moderating effects of authentic leadership Unpublished Dissertation, Kyung Pook National University. 2013.
  40. Y. T. Kim, Y. J. Park, -The effect of technical service on the relationship quality between supplier and buyer: moderating effect of partner's attitude. Journal of the Korea Service Management Society. Vol. 13, No. 3, pp.106-126. 2012.
  41. J. S. Kim, "Career Path Models for Supporting Systematic Career Development for Workers in Korean Industry. The Journal of Career Education Research, Vol. 22, No. 4, pp. 179-194. 2009.