정서노동과 직무만족

Emotional Labor and Job Satisfaction: A Study on the Verification of Moderating Effects of Personality Traits

This study divided emotional labor variables into Job-focused emotional labor and Employee-focused emotional labor, and analyzed concretely what factors could be strengthened. It also verified moderating effects of personality traits between emotional labor and job satisfaction. The survey was conducted to salespersons of department stores in downtown Seoul. Data were collected from 310 cases through questionnaires. The results of the study are as follow. First, while diversity in job-focused emotional labor was proven to be a factor decreasing job satisfaction, frequency/duration was not to be antecedent factor decreasing job satisfaction. Secondly, it was found that deep acting was increasing factor of job satisfaction, and surface acting was decreasing factor of job satisfaction. Third, it showed that extraversion had a moderating effect on the relation between job-focused emotional labor (frequency/duration, diversity) and job satisfaction. The findings of the research suggested that it is important to consider personality traits of individuals in the influence of emotional labor on job satisfaction.