The Journal of the Korea Contents Association (한국콘텐츠학회논문지)

The Korea Contents Association (한국콘텐츠학회)
권호 표지
DOI QR코드

DOI QR Code

An Empirical Analysis of the Impact of Hospital Employees' Emotional Intelligence on Emotional Labor Strategies and Innovative Activities

병원근로자의 감성지능이 감정노동전략 및 혁신활동에 미치는 영향에 관한 실증분석

  • Received : 2015.10.08
  • Accepted : 2015.10.30
  • Published : 2015.12.28
Download PDF
⟨ Previous Next ⟩

Abstract

Recently emotional labor is an essential situation for hospital employees in relation to surface and deep acting as the core of emotional labor strategies. This study empirically examines the relation between hospital employees' emotional intelligence and emotional labor strategies in the context of emotional labor. For empirical experiments, we conducted a questionnaire survey targeting hospital employees, and we employed the method of Partial Least Squares (PLS) for data analysis. Major findings are as follows. Hospital employees' emotional intelligence including self emotion appraisal, others' emotion appraisal, regulation of emotion, and use of emotion, have a significantly positive effect on hospital employees' deep acting. And hospital employees' deep acting has a significantly positive effect on hospital employees' organizational attachment, knowledge sharing intentions, and innovative activities.

최근 감정노동은 감정노동전략의 핵심인 표면조절행위 및 심층조절행위와 관련하여 병원근로자들에게 있어 필수불가결한 상황이 되고 있다. 본 연구는 이러한 병원근로자들의 감성지능과 감정노동전략 간의 관계를 실증적으로 밝히기 위한 연구이다. 연구의 목적에 따라 본 연구에서는 병원근로자들을 대상으로 설문을 시행하고 이를 실증적으로 분석하였다. 데이터 분석으로는 PLS 구조방정식 분석법을 사용하였다. 연구결과, 병원근로자들의 감성지능 즉, 자기감정이해, 타인감정이해, 감정조절 및 감정활용은 병원근로자들의 심층조절행위에 유의한 긍정적인 영향을 미쳤고, 또한 병원근로자들의 심층조절행위는 조직애착, 지식공유의도 및 혁신활동에 유의한 긍정적 영향을 미치는 것으로 밝혀졌다.

Keywords

References

  1. B. Hunter and P. Smith, "Emotional labour: Just another buzz word?," International Journal of Nursing Studies, Vol.44, No.6, pp.859-861, 2007. https://doi.org/10.1016/j.ijnurstu.2006.12.015
  2. S. Mann, "A health-care model of emotional labour: an evaluation of the literature and development of a model," Journal of Health Organization and Management, Vol.19, No.4/5, pp.304-317, 2005. https://doi.org/10.1108/14777260510615369
  3. A. McVicar, "Workplace stress in nursing: a literature review," Journal of Advanced Nursing, Vol.44, No.6, pp.633-642, 2003. https://doi.org/10.1046/j.0309-2402.2003.02853.x
  4. E. Garrosa, B. Moreno-Jimenez, Y. Liang, and J. L. Gonzalez, "The relationship between socio-demographic variables, job stressors, burnout, and hardy personality in nurses: An exploratory study," International Journal of Nursing Studies, Vol.45, No.3, pp.418-427, 2008. https://doi.org/10.1016/j.ijnurstu.2006.09.003
  5. P. C. Winwood, A. H. Winefield, and K. Lushington, "Work-related fatigue and recovery: the contribution of age, domestic responsibilities and shiftwork," Journal of Advanced Nursing, Vol.56, No.4, pp.438-449, 2006. https://doi.org/10.1111/j.1365-2648.2006.04011.x
  6. L M. B. Donoso, E. Demerouti, E. G. Hernandez, B. Moreno-Jimenez, and I. C. Cobo, "Positive benefits of caring on nurses' motivation and well-being: A diary study about the role of emotional regulation abilities at work," International Journal of Nursing Studies, Vol.52, No.4, pp.804-816, 2015. https://doi.org/10.1016/j.ijnurstu.2015.01.002
  7. K. H. Schmidt and S. Diestel, "Are emotional labour strategies by nurses associated with psychological costs? A cross-sectional survey," International Journal of Nursing Studies, Vol.51, No.11, pp.1450-1461, 2014. https://doi.org/10.1016/j.ijnurstu.2014.03.003
  8. A. Hochschild, The Managed Heart, University of California Press, Berkeley, CA, 1983.
  9. F. W. Bond and E. J. Donaldso-feilder, "The relative importance of psychological acceptance and emotional intelligence to workplace well-being," British Journal of Guidance & Counselling, Vol.32, No.2, pp.187-203, 2004. https://doi.org/10.1080/08069880410001692210
  10. Y. Liu, L. M. Prati, P. L. Perrewe, and R. A. Brymer, "Individual differences in emotion regulation, emotional experiences at work, and work-related outcomes: A two-study investigation," Journal of Applied Social Psychology, Vol.40 No.6, pp.1515-1538, 2010. https://doi.org/10.1111/j.1559-1816.2010.00627.x
  11. M. Biron and M. van Veldhoven, "Emotional labour in service work: Psychological flexibility and emotion regulation," Human Relations, Vol.65, No.10, pp.1259-1282, 2012. https://doi.org/10.1177/0018726712447832
  12. F. W.Bond, J. Lloyd, and N. Guenole, "The work-related acceptance and action questionnaire: Initial psychometric findings and their implications for measuring psychological flexibility in specific contexts," Journal of Occupational and Organizational Psychology, Vol.86, No.3, pp.331-34, 2013. https://doi.org/10.1111/joop.12001
  13. A. B. Bakker and A. I. Sanz-Vergel, "Weekly work engagement and flourishing: The role of hindrance and challenge job demands," Journal of Vocational Behavior, Vol.83, No.3, pp.397-40, 2013. https://doi.org/10.1016/j.jvb.2013.06.008
  14. J. M. A. Landa, E. Lopez-Zafra, M. P. B. Martos, and M. del Carmen Aguilar-Luzon, "The relationship between emotional intelligence, occupational stress and health in nurses: A questionnaire survey," International Journal of Nursing Studies, Vol.45, No.6, pp.888-90, 2008. https://doi.org/10.1016/j.ijnurstu.2007.03.005
  15. A. A. Grandey, "Emotional regulation in the workplace: A new way to conceptualize emotional labor," Journal of Occupational Health Psychology, Vol.5, No.1, pp.95-110, 2000. https://doi.org/10.1037/1076-8998.5.1.95
  16. A. A. Grandey, "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, Vol.46, No.1, pp.86-96, 2003. https://doi.org/10.2307/30040678
  17. J. M. Diefendorff, M. H. Croyle, and R. H. Gosserand, "The dimensionality and antecedents of emotional labor strategies," Journal of Vocational Behavior, Vol.66, No2, pp.339-357, 2005. https://doi.org/10.1016/j.jvb.2004.02.001
  18. N. Rathi, "Impact of Emotional Intelligence and Emotional Labor on Organizational Outcomes in Service Organizations: A Conceptual Model [dagger]," South Asian Journal of Management, Vol.21, No.4, pp.54-71, 2014.
  19. J. J. Lee and C. M. Ok, "Understanding hotel employees' service sabotage: Emotional labor perspective based on conservation of resources theory," International Journal of Hospitality Management, Vol.36, pp.176-187, 2014. https://doi.org/10.1016/j.ijhm.2013.08.014
  20. C. S. Wong and K. S. Law, "The effects of leader and follower emotional intelligence on performance and attitude: An exploratory study," The leadership quarterly, Vol.13, No.3, pp.243-274, 2002. https://doi.org/10.1016/S1048-9843(02)00099-1
  21. Y. Zeng, X. Chen, and Y. Chen, "Impact of Emotional Intelligence on Emotional Labor Strategy: the Mediating Effects of General Self-Efficacy and Organizational Identification," Proceedings of International Conference on Computer Science and Service System (CSSS 2014), pp.207-210, 2014.
  22. B. Kidwell, D. M. Hardesty, B. R. Murtha, and S. Sheng, "Emotional intelligence in marketing exchanges," Journal of Marketing, Vol.75, No.1, pp.78-95, 2011. https://doi.org/10.1509/jmkg.75.1.78
  23. D. H. Kluemper, T. DeGroot, and S. Choi, "Emotion Management Ability Predicting Task Performance, Citizenship, and Deviance," Journal of Management, Vol.39, No.4, pp.878-905, 2013. https://doi.org/10.1177/0149206311407326
  24. B. E. Ashforth and R. H. Humphrey, "Emotional labor in service roles: The influence of identity," Academy of Management Review, Vol.18, No.1, pp.88-115, 1993. https://doi.org/10.5465/amr.1993.3997508
  25. C. M. Brotheridge, and 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. https://doi.org/10.1348/096317903769647229
  26. D. J. Beal, J. P. Trougakos, H. W. Weiss, and S. G. Green, "Episodic processes in emotional labor: perceptions of affective delivery and regulation strategies," Journal of Applied Psychology, Vol.91, No.5, pp.1053-1065, 2006. https://doi.org/10.1037/0021-9010.91.5.1053
  27. P. Salovey and J. D. Mayer, "Emotional Intelligence," Imagination, Cognition and Personality, Vol.9, No.3, pp.185-211, 1990. https://doi.org/10.2190/DUGG-P24E-52WK-6CDG
  28. C. Watkin, "Developing emotional intelligence," International Journal of Selection and Assessment, Vol.8, No.2, pp.89-92, 2000. https://doi.org/10.1111/1468-2389.00137
  29. R. K. Cooper and A. Sawaf, Executive EQ: Emotional intelligence in leadership and organizations, Penguin, 1998.
  30. 정현우, 김창호, "연구논문: 조직구성원의 감성지능이 조직시민행동에 미치는 영향 - LMX의 조절효과," 인적자원관리연구, 제14권, 제3호, pp.167-186, 2007.
  31. A. P. Brief and S. J. Motowidlo, "Prosocial organizational behaviors," Academy of Management Review, Vol.11, No.4, pp.710-725, 1986. https://doi.org/10.5465/amr.1986.4283909
  32. M. Schnake, "Organizational citizenship: A review, proposed model, and research agenda," Human Relations, Vol.44, No.7, pp.735-759, 1991. https://doi.org/10.1177/001872679104400706
  33. R. Abraham, "Emotional intelligence in organizations: A conceptualization," Genetic, Social, and General Psychology Monographs, Vol.125, No.2, pp.209-224, 1999.
  34. D. Goleman, R. E. Boyatzis, and A. McKee, The new leaders: Transforming the art of leadership into the science of results, London: Little, Brown, 2002.
  35. W. Ickes, Everyday mind reading: Understanding what other people think and feel, Prometheus Books, 2003.
  36. D. R. Caruso and P. Salovey, The emotionally intelligent manager: How to develop and use the four key emotional skills of leadership, John Wiley & Sons, 2004.
  37. B. M. Staw, R. I. Sutton, and L. H. Pelled, "Employee positive emotion and favorable outcomes at the workplace," Organization Science, Vol.5, No.1, pp.51-71, 1994. https://doi.org/10.1287/orsc.5.1.51
  38. D. Goleman, Working with emotional intelligence, Bantam, 1998.
  39. Q. N. Huy, "Emotional capability, emotional intelligence, and radical change," Academy of Management Review, Vol.24, No.2, pp.325-345, 1999. https://doi.org/10.5465/amr.1999.1893939
  40. E. A. Cumming, An investigation into the relationship between emotional intelligence and workplace performance: An exploratory study, Doctoral dissertation, Lincoln University, 2005.
  41. 정기주, 최수정, 고은별, "고객센터에서 상담사의 감성지능이 고객지향성과 상담품질에 미치는 영향," 대한경영학회지, 제23권, 제4호, pp.1759-1781, 2010.
  42. T. Sy, S. Tram, and L. A. O'Hara, "Relation of employee and manager emotional intelligence to job satisfaction and performance," Journal of Vocational Behavior, Vol.68, No.3, pp.461-473, 2006. https://doi.org/10.1016/j.jvb.2005.10.003
  43. R. E. Boyatzis and F. Sala, "The Emotional Competence Inventory (ECI)," 2004.
  44. S. Cartwright and C. Pappas, "Emotional intelligence, its measurement and implications for the workplace," International Journal of Management Reviews, Vol.10, No.2, pp.149-171, 2008. https://doi.org/10.1111/j.1468-2370.2007.00220.x
  45. 고종식, "고객접점 근로자의 감정부조화와 조직성과 및 공감적 요소의 조절효과 검증," 산업경제연구, 제22권, 제1호, pp.363-383, 2009.
  46. 오석태, "호텔 조리사 조직의 임파워먼트 인식정도의 직무만족, 조직몰입, 경영성과와의 상관관계 연구," 한국조리학회지, 제13권, 제1호, pp.11-23, 2007.
  47. 황재위, 육품림, 오수경, 하동현, "감정노동과 직무스트레스가 직무만족에 미치는 영향과 이 인과관계에서의 조직애착의 조절효과," 관광.레저연구, 제26권, 제1호, pp.281-299, 2014.
  48. R. T. Mowday, L. W. Porter, and R. M. Steers, "Employee-organization linkages: The psychology of commitment, absenteeism, and turnover," Academic Press, 2013.
  49. N. J. Allen and J. P. Meyer, "The measurement and antecedents of affective, continuance and normative commitment to the organization," Journal of Occupational Psychology, Vol.63, No.1, pp.1-18, 1990. https://doi.org/10.1111/j.2044-8325.1990.tb00506.x
  50. K. K. Kim, C. H. Suh, and H. S. Joo, "The impact of hotel employee job characteristic on organization commitment, job satisfaction, and citizenship behavior," Daehan Journal of Business, Vol.19, No.2, pp.469-488, 2006.
  51. Y. S. Joo and S. S. Han, "The effects of leader's emotional intelligence and nurse's own emotional intelligence on organizational commitment and organizational citizenship behavior," The Journal of Korean Academic Society of Nursing Education, Vol.19, No.2, pp.194-202, 2013. https://doi.org/10.5977/jkasne.2013.19.2.194
  52. 전경덕, 고명숙, "임상간호사의 감성지능, 조직시민행동, 조직몰입 및 조직성과의 관계," J Korean Acad Nurs, 제20권, 제4호, pp.446-454, 2014. https://doi.org/10.11111/jkana.2014.20.4.446
  53. 최만식, 유정인, "팀 스포츠 선수들의 정서지능, 팀 응집력, 선수만족의 인과관계," 코칭능력개발지, 제13권, 제2호, pp.13-22, 2011.
  54. 최성수, 권용주, "리더의 감성지능과 창의성, 신뢰, 집단응집력이 조직유효성과 혁신행동에 미치는 영향연구," 관광.레저연구, 제24권, 제7호, pp.95-113, 2012.
  55. C. C. Huang, "Knowledge sharing and group cohesiveness on performance: An empirical study of technology R&D teams in Taiwan," Technovation, Vol.29, No.11, pp.786-797, 2009. https://doi.org/10.1016/j.technovation.2009.04.003
  56. M. van Woerkom and K. Sanders, "The romance of learning from disagreement. The effect of cohesiveness and disagreement on knowledge sharing behavior and individual performance within teams," Journal of Business and Psychology, Vol.25, No.1, pp.139-149, 2010. https://doi.org/10.1007/s10869-009-9136-y
  57. A. H. Gold, Arvind Malhotra, and A. H. Segars, "Knowledge management: An organizational capabilities perspective," Journal of Management Information Systems, Vol.18, No.1, pp.185-214, 2001. https://doi.org/10.1080/07421222.2001.11045669
  58. T. Cho and R. Korte, "Managing knowledge performance: testing the components of a knowledge management system on organizational performance," Asia Pacific Education Review, Vol.15, No.2, pp.313-327, 2014. https://doi.org/10.1007/s12564-014-9333-x
  59. A. H. Van de Ven, "Central problems in the management of innovation," Management Science, Vol.32, No.5, pp.590-607, 1986. https://doi.org/10.1287/mnsc.32.5.590
  60. 류은영, 유민봉, "변혁적.거래적 리더십이 혁신행동에 미치는 영향에 있어 리더 감성지능의 매개효과," 한국행정학보, 제42권, 제4호, pp.151-177, 2008.
  61. M. J. Sanchez-Ruiz, D. Hernandez-Torrano, J. C. Perez-Gonzalez, M. Batey, and K. V. Petrides, "The relationship between trait emotional intelligence and creativity across subject domains," Motivation and Emotion, Vol.35, No.4, pp.461-473, 2011. https://doi.org/10.1007/s11031-011-9227-8
  62. S. G. Scott and R. A. Bruce, "Determinants of innovative behavior: A path model of individual innovation in the workplace," Academy of Management Journal, Vol.37, No.3, pp.580-607, 1994. https://doi.org/10.2307/256701
  63. A. M. Suliman and F. N. Al-Shaikh, "Emotional intelligence at work: links to conflict and innovation," Employee Relations, Vol.29, No.2, pp.208-220, 2007. https://doi.org/10.1108/01425450710720020
  64. A. Murphy and H. C. Janeke, "The relationship between thinking styles and emotional intelligence: an exploratory study," South African Journal of Psychology, Vol.39, No.3, pp.357-375, 2009. https://doi.org/10.1177/008124630903900310
  65. W. W. Chin, B. L. Marcolin, and P. R. Newsted, "A partial least squares latent variable modeling approach for measuring interaction effects: Results from a Monte Carlo simulation study and an electronic-mail emotion/adoption study," Information Systems Research, Vol.14, No.2, pp.189-217, 2003. https://doi.org/10.1287/isre.14.2.189.16018
  66. N. Libbrecht, F. Lievens, and E. Schollaert, "Measurement equivalence of the Wong and Law Emotional Intelligence Scale across self and other ratings," Educational and Psychological Measurement, Vol.70, No.6, pp.1007-1020, 2010. https://doi.org/10.1177/0013164410378090
  67. S. M. Kruml and D. Geddes, "Exploring the Dimensions of Emotional Labor The Heart of Hochschild's Work," Management Communication Quarterly, Vol.14, No.1, pp.8-49, 2000. https://doi.org/10.1177/0893318900141002
  68. 안대희, 박종철, "호텔종사원의 감정노동에 따른 감정부조화가 소진 및 이직의도에 미치는 영향," 한국콘텐츠학회논문지, 제9권, 제9호, pp.335-345, 2009. https://doi.org/10.5392/JKCA.2009.9.9.335
  69. J. A. Morris and D. C. Feldman, "The dimensions, antecedents, and consequences of emotional labor," Academy of Management Review, Vol.21, No.4, pp.986-1010, 1996. https://doi.org/10.5465/amr.1996.9704071861
  70. E. Katsikea, M. Theodosiou, N. Perdikis, and J. Kehagias, "The effects of organizational structure and job characteristics on export sales managers' job satisfaction and organizational commitment," Journal of World Business, Vol.46, No.2, pp.221-233, 2011. https://doi.org/10.1016/j.jwb.2010.11.003
  71. 정명숙, 김광점, "원저: 감정노동과 상사의 감성지능이 간호사의 직무만족과 조직몰입에 미치는 영향," 한국병원경영학회지, 제11권, 제4호, pp.1-18, 2006.
  72. G. W. Bock, R. W. Zmud, Y. G. Kim, and J. N. Lee, "Behavioral intention formation in knowledge sharing: Examining the roles of extrinsic motivators, social-psychological forces, and organizational climate," MIS Quarterly, Vol.29, No.1, pp.87-111, 2005. https://doi.org/10.2307/25148669
  73. O. Janssen, "Job demands, perceptions of effortreward fairness and innovative work behaviour," Journal of Occupational and Organizational Psychology, Vol.73, No.3, pp.287-302, 2000. https://doi.org/10.1348/096317900167038
  74. 고유경, 유소영, 강경화, "종합병원간호사의 혁신행동 영향요인에 관한 연구: 간호조직문화와 조직지원을 중심으로," J Korean Acad Nurs, 제21권, 제2호, pp.223-231, 2015. https://doi.org/10.11111/jkana.2015.21.2.223
  75. C. N. Ringle, S. Wende, and J. M. Becker, "Smart PLS 3. Boenningstedt: SmartPLS GmbH," http://www.smartpls.com, 2015.
  76. E. G. Carmines and R. A. Zeller, "Reliability and validity assessment, N. 07-017, Sage University Paper Series on Quantitative Applications in the Social Sciences," Beverly Hills, CA: Sage, 1979.
  77. C. Fornell and D. F. Larcker, "Evaluating structural equation models with unobservable variables and measurement error," Journal of Marketing Research, Vol.18, pp.39-50, 1981. https://doi.org/10.2307/3151312
  78. J. F. Hair, R. E. Anderson, R. L. Tatham, and W. C. Black, "Multivariate data analysis: With, readings," 4th, PrenticeHall, 1998.
  79. F. N. Kerlinger and H. B. Lee, Foundations of behavioral research, FortWorth: Harcourt Collage Publishers, 2000.
  80. W. W. Chin, "How to write up and report PLS analyses," In Handbook of partial least squares, pp.655-690, Springer Berlin Heidelberg, 2010.
  81. D. Gefen and D. Straub, "A practical guide to factorial validity using PLS-Graph: Tutorial and annotated example," Communications of the Association for Information systems, Vol.16, No.1, pp.91-109, 2005.
  82. J. Cohen, P. Cohen, S. G. West, and L. S. Aiken, "Applied multiple regression/correlation analysis for the behavioral sciences," Routledge, 2013.
  83. C. Lee, M. An and Y. Noh, "The effects of emotional display rules on flight attendants' emotional labor strategy, job burnout and performance," Service Business, Vol.9, No.3, pp.409-425, 2015. https://doi.org/10.1007/s11628-014-0231-4
  84. J. M. Diefendorff, R. J. Erickson, A. A. Grandey, and J. J. Dahling, "Emotional display rules as work unit norms: a multilevel analysis of emotional labor among nurses," Journal of Occupational Health Psychology, Vol.16, No.2, pp.170-186, 2011. https://doi.org/10.1037/a0021725
  85. R. E. Boyatzis, "Competencies as a behavioral approach to emotional intelligence," Journal of Management Development, Vol.28, No.9, pp.749-770, 2009. https://doi.org/10.1108/02621710910987647
  86. M. L. Miville, A. F. Carlozzi, G. V. Gushue, S. L. Schara, and M. Ueda, "Mental health counselor qualities for a diverse clientele: Linking empathy, universal-diverse orientation, and emotional intelligence," Journal of Mental Health Counseling, Vol.28, No.2, pp.151-165, 2006. https://doi.org/10.17744/mehc.28.2.6khc06t87c2fr7y3
  87. N. Ashkanasy and C. S. Daus, "Emotion in the workplace: The new challenge for managers," Academy of Management Executive, Vol.16, No.1, pp.76-86. 2002, https://doi.org/10.5465/AME.2002.6640191
  88. J. H. Kim, J. E. Song, S. K. Lee, S. K. Heo, Y. H. Sung, and J. E. Lee, "The Effect of Emotional Intelligence on Organizational Performance in Clinical Nurses-A Preliminary Study for an Education Program of Organizational Performance," The Journal of Korean Academic Society of Nursing Education, Vol.17, No.1, pp.80-89, 2011. https://doi.org/10.5977/JKASNE.2011.17.1.080