개인 인지사고특성과 직무만족 간의 영향관계에서 감정노동의 조절효과 연구

Moderating Effect of Emotional Labor on the Correlation Between Individual Cognitive Psychological Characteristics and Job Satisfaction

While duty-free sales service employees’ personalities are influenced by individual cognitive psychological characteristics such as serial thinking, irregular thinking, abstract thinking, and specific thinking, those cognitive characteristics are also deeply related to the level of job satisfaction regarding the general occupation and job abilities. This study analyzes how emotional labor can also be a factor that moderates the correlation between job satisfaction and individual cognitive psychological characteristics. This study shows how the group with higher abstract thinking skills has positive effect on overall job satisfaction in both the correlation between individual cognitive psychological characteristics and job satisfaction as well as emotional diversity and control of emotional imbalance. This study further suggests duty-free sales service employees to implement personality tests in the recruiting process as well as assigning tasks to employees by taking their cognitive psychological characteristics into account.