Management & Information Systems Review (경영과정보연구)

Daehan Academy of Management Information Systems (대한경영정보학회)
권호 표지

A Study on the Effects of Emotional Labor on Counterproductive Work Behavior via Burnout

감정노동이 직무소진을 매개로 반생산적과업행동에 미치는 영향에 관한 연구

  • Kang, Mi-Young (Business Administration, Pukyung National University) ;
  • Han, Na-Young (Department of IT Business Administration, Kosin University) ;
  • Bae, Sang-Wook (Department of Business Administration, Pukyung National University)
  • Received : 2017.03.07
  • Accepted : 2017.03.24
  • Published : 2017.03.31
Download PDF
⟨ Previous Next ⟩

Abstract

Recently the importance of emotional labor has increased so this study aims to prove the effects of emotional labor(surface acting and deep acting) on counterproductive work behaviors(deviate from organization and individual deviation) using burnout(emotional exhaustion, personality disorder, decrease in sense of accomplishment) as a medium. 350 surveys were sent to employees such as workers from call centers, salesperson from department store, financial worker, hospital staff, flight attendant and workers from customer center who and worked with emotional labor and 300 surveys excluding insincere ones were used for analysis. The result is as follows. First, surface acting which is a type of emotional labor chosen by customer workers had a positive effect on burnout such as personality disorder and decrease in sense of accomplishment. Second, deep acting had a negative effect on personality disorder and decrease in sense of accomplishment but did not show any effect on emotional exhaustion. Third, personality disorder and decrease in sense of accomplishment among burnout had effect on counterproductive work behaviors(deviate from organization, individual deviation) but emotional exhaustion did not show any effect on work behaviors(deviate from organization, individual deviation). Based on the result of analysis, implication of this study and direction of future research were suggested.

최근 감정노동의 중요성이 커짐에 따라 본 연구는 감정노동이(표면행동, 내면행동)이 직무소진(정서적 고갈, 탈인격화, 자아성취감 저하)을 매개로 반생산적과업행동(조직일탈, 개인일탈)에 미치는 영향을 검증하고자 한다. 감정노동이 요구되는 콜센터종사자, 백화점판매원, 금융종사자, 병원접점종사자, 호텔접점종사자, 승무원, 고객센터종사자 등을 대상으로 총 350부의 설문지가 배부되었고, 불성실한 응답지를 제외한 300부의 설문지가 분석에 활용되었다. 실증연구결과는 다음과 같다. 첫째, 고객접점 종사자들이 직무수행과정에서 선택하게 되는 감정노동의 유형인 표면행동은 직무소진 중 정서적 고갈, 탈인격화, 자아성취감 저하에 모두 정(+)의 유의한 영향을 미치는 것으로 나타났다. 둘째, 내면행동은 직무소진 중 탈인격화, 자아성취감 저하에 부(-)의 유의한 영향을 미치는 것으로 나타났으나 정서적 고갈에는 유의한 영향을 미치지 않는 것으로 나타났다. 셋째, 직무소진 중 탈인격화와 자아성취감 저하는 모두 반생산적과업행동(조직일탈, 개인일탈)에 모두 정(+)의 유의한 영향을 미치는 것으로 나타났으나 정서적 고갈은 반생산적과업행동(조직일탈, 개인일탈)에 유의한 영향을 미치지 않는 것으로 나타났다. 이러한 분석결과를 토대로 본 연구의 시사점과 한계점 및 향후 연구방향에 대하여 논의하였다.

Keywords

References

  1. 권미경(2010), "항공사 콜센터 상담원의 감정노동과 사회적 지원이 소진에 미치는 영향 연구", 경기대학교 대학원 석사학위논문.
  2. 김영조.한주희(2008), "서비스 직원의 감정노동 수행과 직무소진의 관계에 관한 연구", 조직과 인사관리연구, 32(3), 95-128.
  3. 김영진(2010), "감정노동과 고객지향성의 관계에서 소진의 역할: 항공사 직원을 중심으로", 경원대학교 대학원 박사학위논문.
  4. 김일성.송계충(2012), "직무스트레스 요인과 감정노동의 직무만족과의 관계에서 직무소진의 매개 효과 및 사회적 지원의 조절 효과 연구", 인적자원개발연구, 15(2), 1-36.
  5. 박기륜.문계완.김성윤(2015), "직장인 일중독과 직무소진, 조직시민행동, 반생산적행동 간의 구조적인 관계", 인적자원개발연구, 18(1), 81-114.
  6. 박미영(2008), "외식산업 종사자의 감정노동이 수행전략과 소진에 미치는 영향 연구", 경기대학교 대학원 박사학위논문.
  7. 배병렬(2007), Amos 7에 의한 구조방정식 모델링(Structural Equation Modeling with Amos 7, Principles and Practice), 도서출판 청람.
  8. 손해경(2011), "호텔 직원이 지각하는 사회적지지 및 임파워먼트와 소진 간의 영향 관계에 관한 연구: 특1급 호텔과 특2급 호텔 직원의 조절효과를 중심으로", 관광연구, 25(6), 155-178.
  9. 이복임(2006), "감정노동 종사자의 건강모형", 서울대학교 대학원 박사학위논문.
  10. 이순정(2016), "감정노동이 소진에 미치는 영향에 관한 연구: 상사와의 감정노동을 중심으로", 경기대학교 대학원 석사학위논문.
  11. 정효선.윤혜현(2013), "스트레스 관리가 왜 중요할까? 특급 호텔 종사원의 직무스트레스가 소진 및 반생산적행동에 미치는 영향: 종사원 조절초점의 조절효과를 중심으로", 한국조리학회지, 19(2), 111-129.
  12. 한나영.박상봉(2015), "사회적 자본이 이직의도에 미치는 영향에 관한 연구: 조직지원인식의 조절효과를 중심으로", 경영과 정보연구, 34(5), 295-312.
  13. 홍상기(2015), "백화점 판매사원의 감정노동이 직무소진과 고객지향성에 미치는 영향: 고객지향성에 대한 직무소진의 매개역할", 경기대학교 대학원 석사학위논문.
  14. Abraham, R.(1998), Emotional dissonance in organizations: a conceptualization of consequences, mediators and moderators, Leadership and Organization Development Journal, 19(3), 137-146. https://doi.org/10.1108/01437739810210185
  15. Allen, J. A., Pugh, S. D., Grandey, A. A., & Groth, M.(2010), Following display rules in good or bad faith?: Customer orientation as a moderator of the display rule-emotional labor relationship, Human Performance, 23(2), 101-115. https://doi.org/10.1080/08959281003621695
  16. Anderson, J. C., & Gerbing, D. W.(1988), Structural equation modeling in practice: a review and recommended two-step approach, Psychological Bulletin, 103(3), 411-423. https://doi.org/10.1037/0033-2909.103.3.411
  17. Ansari, M. E., Maleki, V. S., & Mazraeh, S.(2013), An analysis of factors affected on employees' counterproductive work behavior: The moderating role of job burnout and engagement, Journal of American Science, 9(1), 350-359.
  18. Ashforth, B. E., & Humphrey, R. H.(1993), Emotional labor in service roles: The influence of identity, Academy of Management, 18(1), 88-115.
  19. Baumeister, R. F., Heatherton, T. F., & Tice, D. M.(1994), Losing control: How and why people fail at self-regulation, SanDiego: Academic Press.
  20. Bechtoldt, M. N., Welk, C., Hartig, J., and Zapf, D.(2007), Main and moderating effects of self-control, organizational justice, and emotional labour on counterproductive behavior at work, European Journal of Work and Organizational Psychology, 16(4), 479-500. https://doi.org/10.1080/13594320701662618
  21. Bennett, R. J., & Robinson, S. L.(2000), Development of a measure of workplace deviance, Journal of Applied Psychology, 85(3), 349-360. https://doi.org/10.1037/0021-9010.85.3.349
  22. Brotheridge, C. M.(1999), Unwrapping the blackbox: A test of why emotional labour may lead to emotional exhaustion, In D. Miller(Ed.), Proceedings of the Administrative Sciences Association of Canada (Organizational Behaviour Division), Saint John, New Brunswick.
  23. Brotheridge, C. M., & Grandey, A. A. (2002), Emotional labor and burnout: Comparing two perspectives of people work, Journal of Vocational Behavior, 60, 17-39. https://doi.org/10.1006/jvbe.2001.1815
  24. Brotheridge, C. M., & Lee, R. T.(2003), Development and validation of the emotional labour scale, Journal of Occupational and Organizational Psychology, 76(3), 365-379. https://doi.org/10.1348/096317903769647229
  25. Cordes, C. L., & Dougherty, T. W.(1993), A Review and an integration of research on job burnout, 18(4), 621-656. https://doi.org/10.5465/amr.1993.9402210153
  26. Erickson, R. J., & Wharton, A. S.(1993), Unauthenticity and depression: Assessing the consequences of interactive service work, Work and Occupations, 24(2), 188-213. https://doi.org/10.1177/0730888497024002004
  27. Folkman, S., & Lazarus, R. S.(1991), Coping and emotion, In A. Monat & R. S. Lazarus(Eds.), Stress and coping: Ananthology(pp.207-227), New York: Columbia Univ. Press.
  28. Friedman, I. A., & Farber, B. A.(1992), Professionalself-concept as a predictor of teacher burnout, Journal of Educational Research, 86(1), 28-35. https://doi.org/10.1080/00220671.1992.9941824
  29. Glomb, T. M., & Tews, M. J.(2004), Emotional labor: a conceptualization and scale development, Journal of Vocational Behavior, 64, 1-23. https://doi.org/10.1016/S0001-8791(03)00038-1
  30. Grandey, A. A.(2000), Emotion Regulation in the Workplace: A New Way to Conceptualize Emotional Labor, Journal of Occupational Health Psychology, 5(1), 95-110. https://doi.org/10.1037/1076-8998.5.1.95
  31. Grandey, A. A.(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, 86-96.
  32. Grandey, A. A., Fisk, G. M., & Steiner, D. D.(2005), Must service with as mile be stressful? The moderating role of personal control for American and French Employees, Journal of Applied Psychology, 90, 893-904. https://doi.org/10.1037/0021-9010.90.5.893
  33. Gross, J. J.(1998), Antecedent-and responsefocused emotion regulation: Divergent consequences for experience, expression, and physiology, Journal of Personality and Social Psychology, 174, 224-237.
  34. Hair, J., Black, W., Babin, B., Anderson, R., & Tatham, R.(2006), Multivariate data analysis, 6th ed. Person Prentice Hall, Upper Saddle River, New Jersey.
  35. Hochschild, A. R.(1979), Emotion work, feeling rules, and social structure, American Journal of Sociology, 85(3), 551-575. https://doi.org/10.1086/227049
  36. Hochschild, A. R.(1983), The Managed Heart: Commercialization of Human Feeling, Berkeley: University of California Press.
  37. Kelloway, E. K., Lori, F., Mattew, P., & James, E. C.(2010), Counterproductive work behavior as protest, Human Resource Management Review, 20, 18-25. https://doi.org/10.1016/j.hrmr.2009.03.014
  38. Koeske, G. F., Kirk, S. A., & Koeske, R. D. (1993), Coping with job stress: Which strategies work best?, Journal of Occupational and Organizational Psychology, 66(4), 319-335. https://doi.org/10.1111/j.2044-8325.1993.tb00542.x
  39. Lazarus, R. S.(1991), Progress on a cognitivemotivational- relational theory of emotion, American Psychologist, 46, 819-834. https://doi.org/10.1037/0003-066X.46.8.819
  40. Lee, R. T., & Ashforth, B. E.(1996), A meta-analytic examination of the correlates of the three dimensions of job burnout, Journal of Applied Psychology, 81(2), 123-133. https://doi.org/10.1037/0021-9010.81.2.123
  41. Maslach, C., & Jackson, S. E.(1981), The measurement of experienced burnout, Journal of Organizational Behavior, 2(2), 99-113. https://doi.org/10.1002/job.4030020205
  42. Maslach, C.(1982), Burnout: The cost of caring, New York: Prentice Hall.
  43. Maslach, C.(1982), Understanding burnout, In W. S. Paine(Ed), Job stress and burnout, Sage Publication, Ins.
  44. Montgomery, A. J., Panagopolou, E., de Wildt, M., & Meenks, E.(2006), Workfamily interference, emotional labor and burnout, Journal of Managerial Psychology, 21, 36-51. https://doi.org/10.1108/02683940610643206
  45. Morris, J. A., & Feldman, O. C.(1996), The Dimensions, antecedents and consequences of emotional labor, Academy of Management Review, 21, 986-1010. https://doi.org/10.5465/amr.1996.9704071861
  46. Naring, G., Briet, M., & Brouwers, A.(2006), Beyond demand control: Emotional labour and symptoms of burnout in teachers, Work and Stress, 20, 303-315. https://doi.org/10.1080/02678370601065182
  47. O'Brien, K. E., & Allen, T. D.(2008), The relative importance of correlates of organizational citizenship behavior and counterproductive work behavior using multiple sources of data, Human Performance, 21, 62-88.
  48. Probst, T. M., Stewart, S. M., Gruys, M. L., & Tierney, B. W.(2007), Productivity, counterproductivity and creativity: The ups and downs of job insecurity, Journal of Occupational and Organizational Psychology, 80(3), 479-497. https://doi.org/10.1348/096317906X159103
  49. Pugliesi, K.(1999), The Consequences of Emotional Labor: Effects on Work Stress, on Satisfaction, and Well-being, Motivation and Emotion, 23, 125-154. https://doi.org/10.1023/A:1021329112679
  50. Pugliesi, K., & Shook, S.(1997), Gender, jobs and emotional Labor in a complex organization, Social Perspectives on Emotion, 4, 283-316.
  51. Robinson R. J., & Bennett, S. L.(1995), A typology of deviant workplace behaviors: A multidimensional scaling study, Academy of Management Journal, 38, 555-572.
  52. Sackett, P. R., Berry, C. M., Wiemann, S. A., & Laczo, R. M. (2006), Citizenship and counterproductive behavior: Clarifying relations between the two domains," Human Performance, 19(4), 441-464. https://doi.org/10.1207/s15327043hup1904_7
  53. Spector, P. E., & Fox, S.(2005), A model of counterproductive work behavior. In S. Fox, & P. E. Spector(Eds.), Counterproductive workplace behavior: Investigations of actors and targets. Washington, DC: APA, 151-174.
  54. Werner, J. M.(2000), Implications of OCB and contextual performance for human resource management, Human Resource Management Review, 10(1), 3-24. https://doi.org/10.1016/S1053-4822(99)00036-4
  55. Yang, J., & Diefendorf, J. M.(2009), The relations of daily counterproductive workplace behaviors with emotions, situational antecedents, and personality moderators: A diary study in Hong Kong, Personnel Psychology, 62(2), 259-295. https://doi.org/10.1111/j.1744-6570.2009.01138.x