감정노동이 조직시민행동에 미치는 효과에 대한 연구

The effects of emotional labor on organizational citizenship behavior (OCB): Focus on the mediator effect of burnout and the moderator effect of psychological ownership

본 연구는 감정노동(표면행위, 내면행위)이 직무소진 및 조직시민행동에 미치는 효과를 검증하고, 직무소진이 감정노동과 조직시민행동의 관계를 매개하는가에 대해 검증하였다. 아울러 감정노동과 조직시민행동의 관계가 심리적 주인의식에 의해 조절되는가를 실증분석을 통해 규명해 보고자 하였다. 연구 결과, 표면행위는 직무소진을 증가시키는 반면 내면행위는 직무소진을 감소시키는 것으로 나타났다. 또한 표면행위는 조직시민행동을 감소시키고, 내면행위는 조직시민행동을 증가시키는 것으로 확인되었다. 이와 함께 감정노동(표면행위, 내면행위)과 조직시민행동의 관계에서 직무소진의 매개효과를 검증한 결과, 내면행위는 직무소진에 매개되어 조직시민행동에 유의한 영향을 미치기는 하였으나, 변수 투입 단계별 설명력의 변화량이 매우 미미하여 직무소진의 매개역할은 실제 검증되지 않은 것으로 결론 지었다. 마지막으로, 감정노동(표면행위, 내면행위)과 조직시민행동의 관계에 대한 심리적 주인의식의 조절효과를 분석한 결과, 심리적 주인의식은 조직시민행동에 주효과가 있음을 보였고, 표면행위, 내면행위와 심리적 주인의식의 상호작용 효과는 표면행위, 내면행위 모두 유의한 것으로 분석되었다. 마지막으로 심리적 주인의식 수준에 따른 이들 관계의 패턴을 살펴보기 위해 도식화한 결과, 예상치 못한 결과가 나타났다. 먼저 표면행위의 경우, 심리적 주인의식이 높은 사람은 표면행위를 많이 할수록 조직시민행동이 낮게 나타난 반면, 심리적 주인의식이 낮은 사람들은 표면행위를 많이 할수록 오히려 조직시민행동이 높아지는 것으로 나타났다. 한편 내면행위의 경우는, 심리적 주인의식이 높은 사람들은 내면행위를 많이 할수록 조직시민행동이 높게 나타나는 반면, 심리적 주인의식이 낮은 사람들은 내면행위를 많이 하더라도 조직시민행동에는 영향을 미치지 않는 등 다소 의외의 결과가 나타났다. 결과적으로 기존의 감정노동과 조직시민행동에 대한 연구 결과는 모든 감정노동자들에게 적용되는 것이 아니라, 심리적 주인의식 수준이 높은 사람들에게만 적용될 수 있다는 것이 확인되었다. 이러한 분석결과에 대한 논의 및 경영관리적 시사점과 한계점은 논의에 제시하였다.

As domestic industry has increasingly shifted to service-oriented economies, expressing emotions and moods by members of organizations have become increasingly important to accomplish organization goals. Employees who perform emotional labor try to conform to the display rules of their organization, which usually command that employees express positive emotions and suppress negative emotions. However, employees naturally experience a variety of emotions throughout their workdays. As a result, they must often manage their affective displays in order to conform to the display rules and strive to express positive emotions. The positive emotions that employees express to customers may stem from their actual feelings or may be displayed out of duty in order to conform to the display rules of their organization. The problem is that if the positive emotion that an employee expresses is an emotion displayed against one's will as a means to perform one's job, it may cause stress and burnout to the employee, leading to mental health issues such as depression. Furthermore, factors such as stress, burnout, and depression caused from emotional labor may incur organizational costs, by having an effect on the employee's anti-social behavior or by arousing frequent turnover and absenteeism, which is why emotional labor is an important issue. The effect of emotional labor is evidently different depending on whether it is surface acting or deep acting. For instance, surface acting is related to increased burnout, job stress, job dissatisfaction, absenteeism, withdrawal, and turnover, whereas deep acting is related to decreased burnout, job satisfaction, self-efficacy, organizational citizenship behavior, and perceived service quality. Therefore, it is imperative for top management to take interest in the effect of emotional labor on the individual outcome variables of employees, such as burnout and organizational citizenship behavior, and examine what variables may moderate the relationship between the two. Recently, there have been efforts to find the moderating variable that can moderate the relationship between emotional labor and outcome variables. Research on individual differences have been relatively limited, aside from research on emotional intelligence (Park & Woo, 2010), self-efficacy (Lee, 2009), humor and degree of humor preference (Im, 2009). Psychological ownership may provide additional explanation to a better understanding of emotional labor. For instance, employees who have a high psychological ownership may think and behave from managerial perspectives, may have a strong responsibility for their job demand, and may make an effort to accomplish the organizational goal (Pierce, Kostova, & Dirks, 2003). Thus, it may be helpful to consider the psychological ownership factor in understanding relationship between emotional labor and organizational citizenship behavior here. In this paper, we will examine the effect of emotional labor on employee's burnout and organizational citizenship behavior in the cases of surface acting and deep acting. This paper will also verify the difference of moderating effect, by adopting the variable of psychological ownership which an individual feels toward one's organization, in order to look into the moderating effect deriving from individual differences. To empirically test these relationships, data were collected from 470 respondents who were working in service encounter and interact with customers. A series of hierarchical regression were used for the test of hypotheses. Findings are as follows. First, it turned out that surface acting increases burnout whereas deep acting decreases burnout. Also, it was confirmed that surface acting decreases organizational citizenship behavior, whereas deep acting increases organizational citizenship behavior. However, the mediating effect of burnout in the relationship between emotional labor (surface acting, deep acting) and organizational citiz