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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
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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.

본 연구는 콜 센터 여성 상담사의 감정부조화와 삶의 만족도의 관계에서 진정성의 매개 효과를 검증해보고자하였다. 이를 위해 서울시 소재 공공기관의 콜 센터 여성상담사 197명을 대상으로 권혁기와 박봉규(2011)의 감정부조화 척도, Wood 등(2008)의 진정성 척도, Diener 등(1985)의 삶의 만족도 척도로 상관관계 분석, 다중 회귀분석을 실시하였고 매개효과 검증을 위해 sobel test를 실시하였다. 상관분석 결과, 감정부조화는 진정성과 삶의 만족도와 부적 상관관계를 보여 감정부조화를 경험할수록 진정성이 낮아 자신을 소외키시며 외부영향 수용에 대한 인식이 낮았고 진실한 삶과도 거리가 멀며, 자신의 삶에 대한 평가인 삶의 만족도도 낮았다. 감정부조화와 진정성, 삶의 만족감의 관계에서 진정성의 매개효과 검증 및 매개효과에 대한 유의성 검증 결과, 감정부조화와 삶의 만족도와의 관계에서는 진정성이 완전매개하는 것으로 나타났다. 즉, 콜 센터 여성상담사가 감정부조화를 경험할 때 이들을 위한 개입전략으로는 진정성(자기소외와 외부영향 수용을 낮추고, 진실한 삶을 높일 때)을 우선적으로 높임으로써 삶의 만족도 증진이 가능하다는 점을 시사해 주었다. 본 연구의 의의 및 후속연구에 대한 제안을 하였다.

Keywords

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

Table 1. descriptive statistics

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Table 2. Correlation between major variables

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

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